Loan Servicing Supervisor (E7)

Position Purpose:
Organize, coordinate and provide technical guidance and expertise in the daily servicing of mortgage, commercial and consumer loans and administration of electronic loan systems; including loan origination and loan servicing systems. Provide guidance, training and technical expertise to other members in the Loan Servicing Department with day-to-day activities in accordance with established guidelines and determining appropriate courses of action. Maintain positive, professional and cooperative relationships and communication with all staff. Perform various tasks as assigned in order to service internal and external customers. Provide support of sales and service efforts designed to retain existing relationships and enable growth of new relationships. Ensure sustained profitable growth through support of the institution's deposit, loan and fee income goals.
Essential Functions:
Lead the day-to-day activities in Loan Servicing.
Provide support, guidance and coaching to the loan servicing staff in order to effectively service all types of loans.
Conduct monthly one on ones with all loan servicing specialists.
Develop expert-level user skills for Cleartouch and related lending interfaces for Consumer, Mortgage and Commercial Loans.
Direct workload assignments with fairness and objectivity, fostering a collaborative team environment.
Provide in-depth and detailed support to department manager and serve as backup to this position.
Participate in the management of project tasks and duties as needed to fulfill institutions future goals for growth.
Perform quality control audits on newly funded loans.
Assist and perform audit comparisons to Cleartouch as required for MERS, Tax Service, Flood Determination, DDI and others as needed.
Assist in providing on-going training for loan servicing staff, working closely with the Loan Servicing Manager for training opportunities and needs.
Assist internal and external customers with complicated inquiries via phone, email or in person professionally.
Research and respond to customer inquiries or concerns in a timely manner.
Provide outstanding customer service to internal and external customers in a courteous and professional manner by telephone, e-mail, fax or mail.
Participate in the cross-selling of First Federal products and services.
Maintain regular and predictable attendance.
Perform related duties and responsibilities as required.
High school diploma or certified equivalency.
Associate's degree preferred.
Typically requires 5+ years of loan servicing experience or other directly related experience.
A combination of experience and education may be substituted for this 5+ year requirement.
Outstanding customer service focus and ability to work effectively and collaboratively with others.
Strong organizational skills, problem solving skills, and attention to detail.
Develop and maintain a working knowledge of First Federal and department policies, procedures, and systems.
Demonstrated effective interpersonal skills with a focus on the needs of internal and external customers.
Ability to effectively supervise and direct the work of others, including delegating, coaching, motivating and managing staff performance.
Ability to manage the overall direction, coordination, and evaluation of the department.
Ability to identify individual learning needs/styles and coach/train appropriately.
Ability to foster an environment of teamwork and cooperation in meeting customer needs and Association goals.
Excellent written and verbal communication, organization skills and conflict resolution skills.
Excellent time management skills, with the ability to multi-task and consistently follow up in a timely and effective manner.
Incumbent must be an active learner with demonstrated ability to seek out resources and address own learning needs effectively.
Ability to work independently in a fast-paced environment where deadlines must be met.
Working knowledge of Microsoft Office applications, Windows and Apple operations systems, and various internet browsers.
A valid Washington State driver's license is required.
Physical Requirements:
The work requires the ability to operate office machines and equipment, such as personal computers, printers, copying machines and telephones. The work requires the ability to communicate clearly with customers, coworkers, and others in person and on telephones. Work activities involve combinations of sitting/standing for extended periods.

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