Loan Servicing Lead
Company: BluPeak Credit Union
Location: San Diego
Posted on: October 18, 2024
Job Description:
Loan Servicing Lead
US-CA-San Diego
Job ID: 2024-1700
Type: Regular Full-Time
# of Openings: 1
Category: Loan Services
Corporate Office
Overview
The 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.
Responsibilities
Member 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.
Qualifications
EDUCATION 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 PROFICIENCY
To 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. PM17
Compensation details: 28-32 Hourly Wage
PI47470263e136-37248-34870599
Keywords: BluPeak Credit Union, El Centro , Loan Servicing Lead, Other , San Diego, California
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