Loan Servicing Manager (2024)

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Stratus Financial, LLC is currently seeking a talented individual to lead our Loan Servicing Department and ensure the smooth management of our loan portfolio. As a Loan Servicing Manager, you will be the main point of contact with our sub-servicer, providing necessary oversight and ensuring accountability. This role also requires excellent communication with our loan officers and borrowers.

About Stratus Financial
At Stratus, we believe in helping aspiring student pilots at all levels of experience and training achieve their dreams of flight. We do this by providing loans at reasonable rates and flexible payment plans to students who want to become pilots, flight instructors, etc.
You will lead a team of dedicated loan servicing professionals and collaborate closely with various departments to ensure efficient and accurate loan processing, payment posting, and customer service.

The following duties will be applicable:

Coordination:

  • Monitor portfolio loans, call center and ticket trends, forbearance and modification progress, and deliveries.
  • Identify and suggest improvements based on reporting trends and communicate action plans with senior management.
  • Identify, resolve, and monitor ongoing issues to ensure appropriate, timely, and effective servicing that meets the company’s standards.

Team Management:

  • Manage and supervise a team of loan servicing specialists, providing guidance, coaching, and performance feedback.
  • Oversee department personnel and ensure staff is trained on the daily commercial loan system and general ledger input to ensure commercial loan system integrity.
  • Supervise and oversee the timeliness, accuracy, and completion of all assignments.
  • Perform general management responsibilities, including responding timely to employee issues and questions, assisting in staffing and hiring, coaching and motivating employees, reviewing performance, and maintaining confidential employee records.

Process Improvement:

  • Develop and implement efficient loan servicing processes, policies, and procedures to optimize workflow and enhance customer experience.
  • Continually assess processes to identify opportunities for better workflow and/or efficiencies; implement creative strategies for improvement.
  • Conduct regular audits to ensure data integrity, accuracy, and compliance with internal and external requirements.
  • Monitor loan servicing performance metrics, identify areas for improvement, and implement strategies to enhance efficiency and productivity.
  • Work with other Department Heads to ensure systems and processes are in place, updated, and followed.
  • Design and develop processes and procedures for the Loan Servicing Department in conjunction with Legal and Compliance.

Customer Service:

  • Continually monitor, track, and seek to improve customer service levels for both borrowers and internal customers.
  • Collaborate with internal stakeholders, including loan officers, underwriters, data analytics, legal, compliance and servicing teams, to resolve customer inquiries, resolve issues, and provide timely updates.
  • Approve and provide guidance on daily matters such as loan boarding, modifications, transaction processing, and personnel decisions.
  • Review resolution of consumer complaints and ensure excellent customer service to loan customers.
  • Promote and ensure the company goal of creating raving fans as a department and individual focus at all times.

Reporting and Compliance:

  • Assure timely and accurate reporting of Loan Servicing production, including troubleshooting and rebuilding accounts.
  • Work with Data and Financial Analysts to monitor and handle loans in bankruptcy pending litigation and report to Senior Management.
  • Work with Legal Department to refer delinquent and defaulted loans to outside companies.
  • Stay up-to-date with industry trends, best practices, and regulatory changes pertaining to consumer loan servicing and incorporate them into the department's operations.
  • Review and approve daily, weekly, and monthly department reports.
  • Maintain a high level of confidentiality at all times.
  • Attend conferences, seminars, read newsletters, and take online courses to remain informed about mortgage servicing.

Other Duties:

  • Ability to handle multiple tasks simultaneously.
  • Any other duties as assigned.

Qualifications:

Education and Experience:

  • Bachelor’s degree in Business Management, Finance, Administration, or a related field (or equivalent combination of education and experience).
  • Minimum 3 years of experience in commercial loan operations - specializing in loan servicing
  • At least three years of servicing experience in areas such as collection activities, delivery of new loan files to the sub-servicer, reconciliation of custodial accounts, default management processes, claims processing, and managing servicing associates.
  • A minimum of 3 years of management experience, including at least 2 years in team leadership with responsibilities for coaching, development, and process improvement

Skills:

  • Strong leadership and people management skills, with a proven ability to motivate and develop high-performing teams.
  • Excellent problem-solving, decision-making, and analytical skills.
  • Exceptional attention to detail and organizational abilities.
  • Demonstrated proficiency with computer systems and software programs, including Microsoft Word, Excel, and Outlook; experience with electronic mortgage processing systems such as Encompass preferred.
  • Strong written and verbal communication skills.
  • Self-motivated with the ability to think creatively and solve issues independently without intervention.
  • Ability to effectively communicate with co-workers, outside vendors, and lenders.
  • Ability to apply common sense understanding to carry out detailed written or oral instructions.
  • Strong desire to excel in a competitive environment.
  • Proven track record in working with all levels of staff and management.
  • Demonstrated teamwork and customer service skills.

Work Hours:
8:00 am – 5:00 pm Pacific Time
Location: Remote
Next steps:
Please submit your resume in pdf version by email:cheryl@stratus.finance
Contact: Cheryl Linato
Subject line: Loan Servicing Manager for SF

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Stratus Financial Loan Servicing Manager Manager Loan Servicing Loan Management Finance Administration Business Management Communication

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Loan Servicing Manager (2024)

FAQs

Loan Servicing Manager? ›

Loan Servicing Manager manages the loan servicing function to deliver efficient collections, escrow, and cashiering operations. Establishes processes and procedures to maintain accuracy and completeness of required documentation.

What is the role of a loan manager? ›

A loan manager is a person who supervises and oversees the financial system and the cash flow of a company. They are responsible for the assessment, examination, approval, and even rejection of loan application based on the financial capacity and capability of a loan applicant.

How much do loan servicers get paid? ›

As of Jul 30, 2024, the average hourly pay for a Loan Servicer in the United States is $23.69 an hour.

What is the role of a loan servicing officer? ›

In this role, you process subordinations, lien releases, and lending-related payments. You also assist with escrow disbursements and prepare loan payoff statements for customers. Applicants should have an associate or bachelor's degree in business or finance and excellent organizational skills.

What does a loan processing manager do? ›

As a mortgage processing manager, your responsibilities include directing loan processors and ensuring that the application review and lending process comply with company operational standards as well as federal and state regulations. In this career, you work in a bank, credit union, or other lending institution.

What are 3 job duties of a finance manager? ›

Financial managers typically do the following:
  • Prepare financial statements, business activity reports, and forecasts.
  • Monitor financial details to ensure that legal requirements are met.
  • Supervise employees who do financial reporting and budgeting.
  • Review financial reports and seek ways to reduce costs.

What does a loan operations manager do? ›

A loan operations manager is responsible for managing the loan process for financial institutions such as banks, credit unions, and mortgage companies. Your responsibilities are to oversee consumer and commercial loan support staff, implement staff training programs, and provide appraisals on staff job expectation.

Who is the biggest loan servicer? ›

Wells Fargo Bank and PNC Real Estate / Midland Loan Services were the two largest commercial real estate mortgage loan servicing firms in the U.S. in 2023. Each of the two companies serviced close to 700 billion U.S. dollars of loans secured by commercial or multifamily properties in that year.

How does loan servicing make money? ›

The income from servicing mortgage loans derives from a number of sources: the servicing fee paid by the mortgage loan investor, the interest earned on the float of the principal and interest (P&I) payments and the tax and insurance payments held in escrow, late charges which accrue to the servicer, transfer fees, ...

What is the highest paid loan officer? ›

The best Mortgage Loan Officer jobs can pay up to $242,000 per year. A mortgage loan officer works for a financial institution to help customers get a mortgage loan to buy or refinance a home.

What is the main goal of loan servicing? ›

Defining Loan Servicing: An Overview of Responsibilities and Duties. Loan servicing involves a multitude of responsibilities, including collecting and processing loan payments, maintaining accurate borrower records, disbursing funds for taxes and insurance, and providing customer service and support to borrowers..

What is the role of a loan servicing supervisor? ›

Provide support, assistance, and backup processing for all loan servicing functions including, but not limited to: payments, payoffs, line advances, disbursement of loan funds, file maintenance requests, recording and satisfaction of loan documents, loan collateral administration, scanning of loan documents, and image ...

What does a loan servicer do? ›

Your loan servicer typically processes your loan payments, responds to borrower inquiries, keeps track of principal and interest paid, manages your escrow account (if you have one). The loan servicer may initiate foreclosure under certain circumstances.

Is loan processing a stressful job? ›

Loan Processors often face tight deadlines and high expectations, as they play a crucial role in the mortgage approval process. Balancing meticulous attention to detail with efficiency is key, and this can be stressful.

What does a loan manager do? ›

Originate and manage a variety of loan products. Analyze financial statements and creditworthiness of potential clients. Negotiate loan terms and conditions with clients. Provide customer service to clients.

What is the difference between a loan officer and a loan processor? ›

The loan officer will recommend the type of mortgage loan program that fits the borrower's financial needs. Once the borrower decides on the loan terms, type and size, the information goes to the mortgage processor, who then files the paperwork.

What is the function of loan management? ›

A loan management system allows banks, credit unions, captives, and other lenders to streamline the management of all their lending processes, thus reducing operational (and other) expenses. This advent of digital technology has made it possible for smaller consumer lenders to enter the industry.

What is a typical finance manager role? ›

Key responsibilities of a finance manager

Budgeting and forecasting. Leading the analysis of monthly and quarterly numbers and presenting findings to the board. Managing an end-to-end audit process of current systems – while acting as the first point of contact for external auditors.

What are the four important roles of a finance manager explain each briefly? ›

Most financial management plans will break them down into four elements commonly recognised in financial management. These four elements are planning, controlling, organising & directing, and decision making. With a structure and plan that follows this, a business may find that it isn't as overwhelming as it seems.

What does a loan branch manager do? ›

A branch manager is an employee who oversees the operations of a branch of a bank or financial institution. The branch manager's responsibilities include managing resources and staff, developing and attaining sales goals, delivering customer service, and growing the location's revenues.

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