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Payoff Manager at Guild Mortgage Company in San Diego, California

Posted in General Business 30+ days ago.

Type: Full-Time

Job Description:

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Manager, Payoff plays an important role in the organization by ensuring high-levels of productivity, efficiency, compliance, and service levels for one or more of the following areas: payoffs, assumptions, title transfers, reconveyances, and/or releases.  The role is responsible, under limited direction, for managing and training employees, setting objectives, assigning work/projects, updating internal procedures, ensuring document quality control, and other activities related to overseeing the operations of a highly functioning department. 

Essential Functions

  • Monitor metrics and work pipeline in order to maximize productivity, efficiency, compliance, and service levels, and minimize detrimental losses for area(s) under supervision; ensure all pay offs and lien releases are processed within required timeframes.

  • Coach and hold team members accountable for timeliness, accuracy, and completeness of work, and ensure all regulatory compliance deadlines are met.

  • Hire, train, coach, discipline and exit team members.

  • Regularly monitor and communicate status of files.

  • Prepare and analyze productivity reports, identify trends and issues, and provide appropriate status updates to leadership.

  • Assist in the generation of invoices via calculating fees and providing supporting documentation when necessary.

  • Audit files and supporting documents for accuracy and completeness; provide approvals as appropriate.

  • Close files, retaining records in accordance with required retention periods.

  • Respond to and coach team members on issues that represent higher risk and/or fall outside of scope of their normal responsibility.

  • Work with business analyst to ensure systems are updated, tested, and audited to reflect modifications to policies and procedures.

  • Use expertise to analyze and resolve escalated foreclosure-related issues.

  • Audit work of direct reports; perform tactical quality control over department output to ensure quality of work.

  • Perform daily and monthly reconciliations.

  • Review and authorize check requests related to Pay Off activities.

  • Interpret and communicate work procedures and company policies to staff.

  • Identify and stay current on changes in industry regulations and recommend changes to internal policies, procedures, and systems to incorporate new/changed requirements.

  • Manage department projects that encompass improvements and modifications to current processes, implementation of new processes, and skills training.

  • Respond to high-level questions and requests from mortgagors, authorized third parties, and other departments.

  • Provide backup in the absence of other department managers.

  • Provide support and documentation during internal and external audits; help respond to audit findings and ensure remediation of noted issues.

  • Perform other duties as assigned.


  • High school diploma or equivalent required, Bachelor’s Degree preferred, along with five or more years total mortgage loan servicing experience required, with at least three years in a supervisory/lead role over defaults, payoffs, or bankruptcies.

  • Expert-level knowledge of mortgage foreclosures, defaults and bankruptcies, including overall processes and inter-relationships, standards and requirements, supporting documents, terminology, compliance and regulatory requirements related to functional area(s) of expertise and supervision.

  • Ability to work in an emotionally demanding role that requires patience and professionalism while interacting with consumers experiencing financial and emotional stress.

  • Highly organized and detail oriented; ability to work in a fast-paced, deadline-driven environment required.

  • Basic math skills required.

  • Proficiency with data entry, Microsoft Word, Excel and Outlook required.

  • 10-key by touch preferred.

  • Familiarity with document retention software; Blitzdoc preferred.

  • Ethical, with a commitment to company values.




Job Titles


Assistants, Specialists, and Support Specialists



·      Works independently with low supervision of work, depending on experience

·      Applies sound judgment and thinks critically about downstream impact of changes on processes and systems that impact department and Company policies and protocols

·      Hire, train, coach, discipline, and exit team members

·      Travel: 0%


Physical: Work is primarily sedentary; occasionally walks and/or stands.

Manual Dexterity:  Frequent use of computer keyboard and mouse.

Audio/Visual:  Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.

Environmental:  Office environment – no substantial exposure to adverse environmental conditions.

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.

See job description