Monitors functions of the subservicing vendor; including but not limited to the following: Identify and trend mortgage client experience and client facing issuesIdentify and recommend remediation or corrective action by the subservicer to support a positive client experience and satisfies regulatory and investor requirementsOversee mortgage servicing activities within general servicing (complaints management, escrow services, payment monitoring, fee assessment, etc.)

• Responsible for supervising a team and ensuring that duties are completed within strict timeframes. • Delegating work duties to individual staff members• Deputizing in the absence of the management team• Approving time records and requests for time off• Identifying and evaluating employee training requirements• Carrying out staff appraisals, managing performance and disciplining staff• Monitoring Key Performance Indicators• Processing daily HELOC items such as draw checks, wires, checkbook order requests, modification to HELOC terms, setting up new HELOCs, maintenance of HELOC loans to the MSP ELOC Workstation

• Processing internal and external audits• Assisting management with monthly reporting • Processing department monthly KPI’s• Passport knowledge• Completion of Crucial Conversations, Influencer, and Six Thinking Hats

• Processing Balloon Loan Modifications• Processing Partial Release and Oil & Gas Subordinations• Work on behalf of loan investors to relay specific loan information to clients• Research 203k/b loans and work with clients to ensure the necessary rehabilitation work is or will be completed• Commercial Loan Servicing• Processing release of Cooperative Unit Documents• Processing Servicemembers Civil Relief Act (SCRA) benefits for eligible clients • Processing internal and external audits• Assisting management with monthly reporting • Processing department monthly KPI’s

Receive and respond to customer and regulatory inquiresReceive and respond to escalated telephone calls from customers and third-party agencies working on behalf of our borrowers

Receive and respond to customer inquiries

Receive and respond to customer phone calls