Job Description: Job Summary The Servicing Operations Manager - Cash Processing will serve as a key member of the team responsible for the successful execution of the operational processes within the Loan Servicing Cash Operations department in compliance with applicable laws, regulatory and investor guidelines; while providing a best in class customer experience. This position will be responsible for teams performing payment and payoff processing activities.
This role will be responsible for developing/maintaining a secure environment with adequate staffing levels, appropriate controls and business continuity measures to mitigate risk and bank losses; to ensure safe, sound and timely processing of servicing cash activities by meeting or exceeding our service level agreements; managing and ensuring timely completion of all scheduled processes, team dashboards, performance metrics and required reporting. The role will also be responsible for improving operational efficiency and driving productivity gains through technology, process, or people improvements. He/She must manage complexity, assess risk, manage change; and based on department defined requirements, create/maintain required documentation, such as, policy & procedures, user guides, templates, and relevant customer communications.
30% of time: Drive cash processing goals in support of corporate vision and growth targets. Collaborate with leadership to support and enable strategic growth plans and develop business processes and drive excellence for Cash Operations. Advises leadership about operational opportunities, resource options, technology options and staff resource planning.
20% of time: Develops long term, sustainable solutions to prepare and position Cash Operations for potential servicing loan portfolio growth through organic and third party loan acquisitions. Work with business, technology, legal and compliance to ensure any implementation schedules are maintained and deadlines are successfully met.
20% of time: Provides process support, expertise, guidance and leadership to all team members. This includes collaborating with other internal and/or external business departments to improve processes and problem solving for issues. Lead and facilitate working meetings that result in actionable items and provide direction to team(s). Drive focus on forward progress and creativity, even when working through complex, often competing needs.
20% of time: Responds and manages escalated issues within team. Motivates, coaches, counsels and leads (20+) employees through performance management, talent management and all employee relations concerns.
10% of time: Guides any applicable oversight of our lockbox vendor and/or business partner(s) and other partnering activities relating to Cash Operations.
HS Diploma, GED or Foreign Equivalent Required
Bachelor's Degree Required (Economics, Finance, Business Administration)
8+ years of professional work experience with increasing leadership responsibilities with an emphasis on mortgage and mortgage servicing, including specific emphasis in cash and cash processing. Overall servicing experience a must.
5+ years of experience with servicing systems, including MSP/Black Knight
5 + years leadership experience.
Strong problem solving & strategic thinking skills with the ability to identify problems and recommend solutions
Basic to Advanced Accounting skills
Intermediate to Advanced Excel skills, including creating pivot tables and basic formulas
Exceptional written and oral communication including facilitation & summarization skills to drive action and results
Stays abreast of our policies, procedures, user guides, technology and effective system utilization
Must be highly organized and have a strong attention to detail including the ability to create and maintain documentation
Ability to work with, lead and consult with multiple levels within the organization
Have an innate ability to understand complex to very complex processes and systems, quickly and intuitively understand how they work and how they can be improved
Adjusts positively to quickly-changing priorities and shifting goals
Engages with the multiple levels of management, internal business units, as well as some external contacts
Communication is consistent, clear and concise verbal and written means.
Up to 10% travel
Month end scheduling usually includes required weekend hours when month end falls over a weekend date (4 or more annually).