Assistant Manager, Mortgage Escrow Servicing

To assist with planning, directing, and managing the multi-function operations of the Mortgage Escrow Servicing branch, including but not limited to real estate tax disbursements, escrow analysis, tax research, and insurance claims and compliance. Assist with managing tax and insurance outsourcing vendors and monitor the lender paid insurance process. Evaluate and adjust branch work quality, staff performance, systems, processes and procedures to meet goals. Serve as subject matter expert regarding branch functions, systems, policies and/or procedures. Manage daily activities of professional employees and/or supervisors. Support senior management in developing and executing strategic plans.

• Assist with developing branch strategy, establishing priorities and setting goals; evaluate and implement standards to ensure alignment with department/organizational objectives
• Manage and direct operations to ensure targets, service level agreements and corporate objectives are met
• Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production standards to ensure business and standards of member service are met
• Identify and resolve operational and performance gaps and obstacles; recommend and implement changes and improvements
• Assist with conducting benchmarking and trend analysis to drive continuous improvement and elevate service performance, increase member experience quality, reduce losses, minimize financial risk, and maintain high operational efficiency
• Remain alert to threats to loan security, fraudulent applications, and other questionable practices that may negatively impact the integrity of the loan portfolio
• Investigate escalated member inquiries/complaints and take appropriate action
• Provide guidance and direction to supervisors regarding strategic projects, complex member related matters and operational issues; authorize appropriate solutions to resolve issues
• Perform quality control audits to ensure compliance with applicable federal and state laws, rules, regulations, and NFCU policies and procedures
• Maintain thorough knowledge of and ensure compliance with applicable federal and state laws, rules and regulations
• Monitor and analyze changes to applicable federal and state laws, rules and regulations; develop and recommend action plans for implementation/dissemination to management; assist with coordinating changes with affected branches/divisions; recommend training to Manager
• Address and resolve internal/external audit questions and findings
• Collaborate with other business units and Compliance to assess and support organization risk mitigation needs by developing strategies, tactics, and quality review solutions
• Establish and maintain effective vendor relationships and monitor vendor performance to ensure adherence to service level agreements
• Provide management with reports and comparative analyses; identify trends and recommend changes
• Develop and implement new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume and/or management request
• Assist with overseeing training and development programs for staff; provide training to staff; assist with evaluating training programs to ascertain effectiveness
• Assist with projects by allocating, scheduling, coordinating and reviewing project staff; coordinate tasks based on priority, staff availability, and resources as designated by Manager
• Contribute to a culture of collaboration by partnering with other business units and vendors to improve procedures, resolve problems and implement initiatives
• Establish a positive work environment through open communication and accountability
• Maintain thorough knowledge of industry standards, best practices, business processes, trends, and technology to ensure competitive business conditions
• Lead and/or represent branch in change management efforts, cross-functional initiatives and department/organization projects
• Perform other duties as assigned

• Advanced knowledge of applicable federal and state laws, rules and regulations
• Advanced knowledge of financial industry trends, lending practices, products and services, technology, and regulations
• Significant progressively responsible experience leading and managing a multi-function mortgage/equity escrow servicing operation, preferably in a large financial institution
• Significant experience in supervising and leading employees
• Significant experience in working with mortgage servicing platforms
• Significant experience managing multiple priorities independently and/or in a team environment to achieve goals
• Advanced knowledge of data querying, reporting, forecasting, analysis and operations res