Exceed the expectations of our residential mortgage borrowers & business partners through superior service, simple processes, and effective communications.

We deliver on this mission by empowering our employees by encouraging and recognizing superior performance and innovative solutions, by promoting teamwork and divisional cooperation.

Primary Function

The Director Document Administration is primary responsible for the oversight of multiple Document Administration functions which may include Mortgage Electronic Registration System (MERS), Lien Release, Assignments, Endorsements, Active or Liquidated Collateral, Land Transactions, Subordinations, Commercial Partial Release, Assumptions, File Room, Vault, Doc Collection and Imaging, Archive, Offshore Support, Custodian management, Transactions Management, Pool Certification and Side Letters.

Direct Reports:

• Manager Document Administration
• Supervisor Administration Manager

Principal Duties:

• Manage the process for client’s sale or purchased loans that require some collateral cleansing prior to sale or reconciliation afterwards.
• Direct and manage the movement of files to and from various document custodian facilities.
• Responsible for timely and accurate reporting and presentation to clients to account for the location and status of all collateral documents for their portfolios.
• Track, monitor, and measure each assignments progress from prep to recording.
• Manage and reconcile the clients document library at each custodian monthly.
• Report and hold daily/weekly updates of progress for assignments and collateral reconciliation with clients externally and internally with Shelter Mortgage Services (SMS) leadership.
• Monitor department budgets, expenses, and monthly Profit & Loss statements (P&Ls).
• Provide leadership, support, and guidance to the team members of the assigned functional area.
• Organize workflow and ensure that employees understand their assigned duties and/or delegated tasks.
• Ensure all employees receive appropriate functional area training and education, including ongoing compliance training.
• Develop junior leaders and set career paths for all direct reports.
• Receive complaints/escalations from borrowers, clients, and other external customers. Take ownership of all issues (borrower, client, external customers, etc.) and follow through to resolution.
• Set goals for employee performance and deadlines that are in alignment with departmental and organizational goals. Monitor employee productivity and performance. Provide constructive feedback and coaching.
• Conduct regular performance reviews of vendors and custodians within assigned functional area(s), to ensure compliance with any/all service level agreements (SLAs).
• Ensure accurate and timely delivery of reporting from the respective functional area – internal, client, vendor, custodial, etc.
• Ensure accurate and timely communication of information received from upper management to employees and vice versa.
• Assist senior leadership with regular updates to the Document Administration SharePoint site, along with corresponding Job Aids and Workflows, etc.
• Assist senior leadership with regular updates to all published policies and procedures to ensure that they remain current and receive, at a minimum, annual updates.
• Ability to travel to multiple sites as needed.
• Performs related duties as assigned by management.

*These essential functions are fundamental to the role, and must be performed on-site, as they cannot physically be performed remotely. In addition, the Company has determined that an in-person presence is important to critical components of our work, including oversight, training, collaboration, and productivity. Items not marked (*) as essential on-site may still require partial on-site work to perform the role satisfactorily.

Education and Experience

• High school diploma or equivalent, required.
• Bachelor’s or Master’s degree preferred.
• 8 years leadership experience in Document Administration in Mortgage Servicing or similar field.

Knowledge, Skills, and Abilities

• Requires advanced knowledge of mortgage loan servicing functions related to documents, custodian management and servicing transfers.
• Intermediate to advanced knowledge of all Document Administration functions.
• General management skills.
• Proven experience as a supervisor or other relevant leadership role.
• General mortgage servicing and mortgage document knowledge.
• General resource and pipeline management skills.
• Ability to handle confidential material in a professional, ethical manner.
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