Loan Servicing Lead
Company: BluPeak Credit Union
Location: San Diego
Posted on: October 3, 2024
Job Description:
Loan Servicing LeadUS-CA-San DiegoJob ID: 2024-1700Type: Regular
Full-Time# of Openings: 1Category: Loan ServicesCorporate
OfficeOverviewThe Loan Servicing Lead supports the Credit Union's
Purpose, Vision and Values We Embrace. This role will oversee the
teams loan servicing tasks and will ensure timely completion &
delivery of team deadlines and commitments. Will assign tasks,
monitor progress, and address all issues that arise along with
escalated complaints. Additionally, will handle complex duties
within Loan Servicing including tasks such as: DMV title issues,
insurance, mortgage servicing and payment processing. Responsible
for the process development and documentation, contributing to the
refinement of procedures for optimal efficiency and effectiveness.
In the absence of the Loan Servicing Manger, will act in a
leadership capacity to effectively manage day to day operations.
Must lead by example and promote a culture of excellence to
contribute to the success and growth of the Credit
Union.ResponsibilitiesMember Service
- Provides exceptional member service by proactively
communicating with internal and external customers, resolving
complaints, and tracking issues to ensure the best member
experience. Communicates outstanding requests, issues, and
complaints to manager.
- Responsible for team members continuity of service excellence
and achievement of individual, team and organizational business
goals and that supports Loan Servicing goals.
- Responsible for conducting testing of core system updates and
releases, providing necessary system overrides for the Loan
Servicing department.
- Collaborates closely with Marketing and Compliance departments
on required statement updates, communicating changes to third-party
vendors, and ensuring quality control prior to statement approval.
Resolves any issues found by communicating with departments and
third-party vendor.
- Responsible for researching and implements process streamlining
initiatives, updates, and creates loan servicing policies and
procedures to enhance departmental efficiency.
- Responsible for managing workflow to effectively meet
deadlines, setting priorities and organizing workloads to optimize
departmental time management.Quality Control
- Performs quality control of daily loan servicing functions
ensuring compliance with policies, procedures, and guidelines and
addressing any issues promptly.
- Responsible for preparing monthly and weekly loan servicing
updates for key performance indicators (KPI) and key risk
indicators (KRI), providing them to management by set
deadlines.
- Performs and oversees the servicing functions on employee loans
processed timely and accurately. Communicates changes and other
sensitive information with confidentiality.Lead Responsibilities
- Responsible for modeling the following attributes: leadership,
service excellence, cultural values and commitments. Aligns
responsibilities with the company's strategic roadmap, purpose,
vision, strategic themes and objectives, and digital-first
mindset.
- Coordinates work for others and will provide direction for the
loan servicing team on a daily basis with oversight from Loan
Servicing Manager. Provides support with interviewing, coaching and
training employees; planning, assigning, and directing work.
- Acts as the Subject Matter Expert (SME) for special projects,
which may involve training, planning, and directing work
tasks.
- Handles escalated calls, providing feedback to management on
performance assessment, addressing complaints, resolving issues,
assigning tasks, problems solving, completing and assisting with
complex transactions, and explaining policies and procedures to
loan servicing staff.
- Oversees and guides Loan Servicing staff, ensuring completion
and accuracy through the utilization of various reports and
monitoring tools such as advanced due date report, auto paid report
and reconveyance report, vehicle paid off report, other loan
servicing related reports.
- Supervises Mortgage Servicing functions including, but not
limited to Investor Cash Remittances, Investor Reporting, Real
Estate Loan Payoffs and Demands, Subordinations, Mortgage Index
Rate updates, ARM Notices, Tax Service set-up/cancellation,
Reconveyances, Verification of Mortgages, Escrow Disbursements,
Mortgage Fundings, Member Business Loan and Participation Loan
processing. Ensuring accuracy and compliance in each area.
- Directs DMV Servicing functions including, but not limited to
title perfecting, title release, various registration, and title
changes. Communicate with DMV office and travel to DMV office, as
needed. Ensuring accuracy and compliance in each area.
- Oversight of Insurance Servicing functions including, but not
limited to GAP, MBP, Credit Protection and CPI administration and
insurance claim filing. Ensuring accuracy and compliance in each
area.
- Manages Payment Processing functions including, but not limited
to lockbox payment processing, manual postings, payoffs, payoff
overages, payment adjustments, re-amortizations and return items.
Ensuring accuracy and compliance in each area.
- Responsible for facilitating training for new employees and
cross-training for current staff members and ensuring competency
across all loan servicing functions and provides recommendations
for staff training needs.
- Other servicing duties include but are not limited to review of
Loan Servicing reports for quality control, general ledger
reconciliation, coordinating internal and/or external audits,
facilitates supply ordering as necessary, and review and payment of
billing invoices. Performs well under pressure.Compliance
- Ensure servicing standards and practices are in compliance with
all Federal Regulation Guidelines.
- Adhere to company policy and procedure, complete annual
compliance training, comply with business continuity and vendor
management policy. These are crucial to the success of the
organization and have regulatory compliance and/or safety and
soundness for the sustainability of the credit union.
- Comply with all Anti Money Laundering laws such as the Bank
Secrecy Act, OFAC and USA PATRIOT Act and all related policies and
procedures including accurate Member/Customer Identification
Program, member due diligence, accurate OFAC match processing, and
reporting unusual activities and suspected fraud.
- Other duties as assigned.SUPERVISORY RESPONSIBILITIES
Supervisory responsibilities in the absence of management only.
Responsibilities include ability to perform opening/closing
procedures and as well as override authority within assigned
limits.QualificationsEDUCATION and/or EXPERIENCEHigh school diploma
or equivalent. 5 years of Loan Servicing Experience is required.
Must have working knowledge of all consumer and real estate loan
products, policies, procedures, services, and delivery methods.
Minimum one year of lead or supervisory experience is required.
Knowledge of credit union loan products and applicable policies and
standards and understanding of government regulations and legal
requirements involving loan servicing are required. Experience in
Loan Servicing areas Mortgage Servicing, DMV and Insurance is
required.OTHER QUALIFICATIONSTo perform this job, the employee must
possess strong interpersonal skills, good phone and e-mail
etiquette, a professional presentation, and a high degree of
personal initiative. Must possess strong creative skills and good
writing skills. Must be able to establish and maintain effective
working relationships with a diverse group of people including
vendors, co-workers, staff, and other Credit Union employees,
Ability to effectively work in a collaborative, inclusive team
environment is required. Must provide superior member service to
both internal and external stakeholders. Representing the Credit
Union with professionalism and responsiveness, will foster teamwork
across departments and throughout the organization. Must be able to
work during regular business hours and occasional nights or
weekends to meet deadlines, and work with minimal supervision. Must
be able to work in office based on business needs and management
discretion.TECHNOLOGY PROFICIENCYTo perform this job, the employee
must possess applicable technology skills and demonstrated
expertise. The requirements for this job include the ability to use
Word for Windows, Excel, PowerPoint, and other Microsoft Office
applications, as well as the ability to learn new applications
quickly; requires general knowledge of network and database
use.BluPeak Credit Union is an Equal Opportunity/Affirmative Action
employer. All qualified applicants will receive consideration for
employment without regard to race, color, religion, sex including
sexual orientation and gender identity, national origin,
disability, protected Veteran Status, or any other characteristic
protected by applicable federal, state, or local law. Employment
may be contingent upon BluPeak Credit Union's receipt of an
acceptable and job-related background check, drug screen and credit
check, as applicable and permissible by law. BluPeak Credit Union
is committed to working and provide reasonable accommodation to
applicants with physical, mental disabilities and sincerely held
religious beliefs. For more information, contact Human
Resources.PM17Compensation details: 28-32 Hourly
WagePI14771d449dbd-31191-34870599
Keywords: BluPeak Credit Union, Calexico , Loan Servicing Lead, Other , San Diego, California
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