Supervisor, Mortgage Payment Services

Overview

To lead, develop, and supervise the performance and functions of Mortgage Payments and Payoff Servicing Specialists to achieve production objectives while ensuring optimal member experience. Plan, control, and monitor daily operations of section to ensure member service is accurate and timely. Support Servicing management to ensure processes and procedures are consistent and in alignment with section/department objectives. Lead large projects that may impact servicing processes.

Responsibilities

• Supervise the processing of mortgage and equity loan payoffs, default liquidations, and other financial transactions related to mortgage and equity loans (e.g., reversal of escrow, loan payments, initial escrow deposits, manual payments, HELOC advances) and output and trends to ensure completeness, accuracy and compliance with applicable rules and regulations
• Manage the work of subordinates to ensure accuracy and timeliness of mortgage payment & payoff processing
• Develop, mentor, and counsel staff with corrective action(s) to bring performance up to standards and expectations
• Ensure adequate and skilled staffing; select employees
• Establish performance goals and priorities
• Prepare, conduct, and review performance appraisals
• Establish qualitative and quantitative measures to meet Mortgage Payments and Payoff Servicing's goals and expectations.
• Establish and implement measurable productivity standards and monitors outcomes.
• Review production and reports to identify and resolve exceptions
• Coordinate service standards and procedures with Call Center Operations and assist in training Calls Center Account Specialist and On line Web request on Payments and Payoffs
• Assess daily production and adjust work assignments to meet work volume fluctuations
• Analyze workflow, procedures and practices, makes recommendations to improve quality/efficiency
• Meet all required SLAs in assigned areas and performance goals
• Perform on-going quality control to ensure efficiency and accuracy of the section's processes and procedures
• Frequently correspond with members through phone conversations, emails, e-messages, and regular mail correspondence
• Uses Navy Federal's call-coaching techniques and automated task tracking system to oversee member service provided by the staff
• Prepare responses to member correspondence for review by the Manager.
• Serve on the CASH Functional Advisory Committee
• Act as Assistant Manager/ Manager in the incumbent's absence
• Stay abreast of emerging industry trends and recommend changes to enhance organizational strategies to include content development and other process improvement initiatives
• Ensure section's goals and objectives align with section/department strategy
• Develop and maintain procedures for the section.
• Review, monitor, and implement monthly MSP enhancements, as appropriate
• Work with Information Services Department and Real Estate Systems Support personnel to develop complex automated applications
• Develop safeguards to ensure the integrity of financial data transferred between systems, employees, and members
• Direct process improvement and system enhancement projects and initiatives, including those which involve the development, enhancement, modification, and testing of automated systems
• Ensure adherence to investor guidelines, state and federal regulations and alignment with Navy Federal policies and procedures.
• Monitor and communicate changes to mortgage account management rules and regulations
• Oversee account audits and adjustments (principal & interest adjustments, credit or debits to GLs, etc.)
• Communicate and present to department leadership on strategic initiatives
• Perform other duties as assigned or appropriate

Qualifications

• Good knowledge of federal guidelines/laws pertaining to state and federal laws related to mortgage account servicing
• Proficiency in leading, guiding and directing others in completing projects or work assignments
• Demonstrated ability to select, develop, direct workflow and motivate staff
• Working knowledge of PCs and applicable software applications
• Experience in implementing strategic initiatives at the tactical level
• Experience in managing multiple priorities independently and/or in a team environment to achieve goals
• Experience in supervising and leading professional employees
• Skill in problem identification and resolution, planning and organizing work to reach work goals, and working in a team environment
• Good analytical, organizational, problem solving and leadership skills
• Highly effective interpersonal, verbal and written communication skills
• Advanced organizational, planning and time management skills
• Advanced skill exercising initiative and using good judgment to make sound decisions
• Advanced skill in assessing organizational training needs and researching topics for course development
• Advanced skill in project management to include establishing and leading project teams; managing timelines/deadlines/resources; ensuring successful project implementation
• Advanced skill interacting tactfully and effectively in difficult situations
• Advanced skill recruiting, retaining, coaching and motivating employees to achieve production results
• Effective skill to successfully influence, lead and/or guide others towards goals
• Advanced skill working with diverse internal and external contacts
• Effective verbal and written communication skills
• Effective skill presenting findings, conclusions, alternatives and information clearly and concisely
• Effective skill resolving conflicting requests and meeting changing requirements
• Effective skill in results-oriented leadership in a challenging environment

Desired Qualifications

• Knowledge of Navy Federal objectives, policies & procedures, organizational and functional relationships
• MSP experience
• At least 2 years of experience of staff supervision
• Familiarity with banking/financial industry trends, products and services
• Familiarity with Navy Federal products, services, programs, policies and procedures
• Familiarity with Navy Federal's functions, philosophy, operations and organizational objectives
• Bachelor's Degree in a related field, or the equivalent combination of education, training, and experience

Hours: Monday - Friday, 8:00AM - 4:30PM

Location: 141 Security Drive, Winchester, VA 22602

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