Job details

Special Loans Manager

POSITION OVERVIEW:

The Special Loans Manager will be responsible for overseeing the setup, processing activities and strategies related to Special Loan functions including but not limited to: Complaint management, Credit reporting and monitoring, FEMA disaster management, ARMs, Charge-offs, SCRA monitoring, Payoffs and Reinstatements, Buydowns and other consumer products. They will work with all Servicing departments to establish a net-new mortgage servicer. This role involves managing a team of analysts, ensuring compliance with regulatory requirements and implementing effective special loans policies and procedures. This position plays a critical role in supporting borrowers through various loan statuses and requests, ensuring they maintain good loan standing and receive precise and reliable information.

ESSENTIAL DUTIES and RESPONSIBILITIES, includes the following responsibilities, but not limited to:

Ensures all loan statuses and borrower requests comply with company policies, investor guidelines, and regulatory requirements.
Ensures accurate and timely documentation and reporting of loan statuses and actions.
Ensures a customer-centric approach.
Resolves escalated customer issues and complaints received.
Promotes a culture of empathy and understanding in dealing with distressed borrowers.
Assists in the design and build of the Special Loans ecosystem, including technology, training, procedures, etc.
Develops, maintains and implements Special Loans policies and procedures.
Manages the day-to-day performance of the Special Loans team including ensuring that key performance metrics are met or exceeded within budget.
Recruits, leads, inspires, the Special Loans team to create a diverse, passionate, and engaged department, on-site and remote.
Ensures compliance with State, Federal, Regulatory, and Investor Requirements and guidelines, maintains up-to-date knowledge of internal policies and procedures, and understands how requirement changes affect the operation.
Collaborates with risk management and compliance teams to ensure adherence to internal controls and regulatory standards.
Stays updated on industry trends, regulatory changes, and best practices within the Special Loans functions and continuously evaluates and improves processes to enhance efficiency and effectiveness.
Other projects and assignments as needed.

PREFERRED QUALIFICATIONS AND EXPERIENCE

Proven experience leading areas within servicing operations & managing multiple verticals.
The ideal candidate will have 5-7 years of previous experience with in-depth knowledge of Special Loan activities, strategies, principles and regulatory requirements.
Demonstrates a deep understanding of FNMA, FHLMC, FHA, VA, USDA guidelines.
Ability to have a cross-functional impact across the servicing operation.
Highly organized, reliable, and results-driven.
Ability to hustle, willingness to learn, and adapt quickly to working in a fast-paced, fluid environment.
Excellent communication skills both written and verbal.
Excellent leadership skills to lead and motivate a growing service operation.
Ability to engage with directors and managers to achieve goals and objectives.
Ability to work independently and as a member of a high performing team.
Commitment to excellence, integrity and extraordinary standards.

SUPERVISORY RESPONSIBILITIES:

Direct Reports: Yes

PHYSICAL and ENVIRONMENTAL CONDITIONS

Standard office environment, equipment and tasks, including work at a computer terminal. This position requires partial sitting and walking throughout the day. Employee must be open to work overtime to complete assigned tasks.

CMG pays a competitive salary which ranges from $90,000 to $110,000. Factors that affect salary may include: Special Loans experience, overall knowledge of mortgage servicing industry, number of years worked in mortgage industry, computer skills, customer service experience specific to working with mortgage customer's, and education.

CMG Financial Glassdoor Company Review

4.2