Loan Servicing Manager (2024)

 
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Stratus Financial, LLC is currently seeking a talented individual to lead our Loan Servicing Department and ensure the smooth management of our loan portfolio. As a Loan Servicing Manager, you will be the main point of contact with our sub-servicer, providing necessary oversight and ensuring accountability. This role also requires excellent communication with our loan officers and borrowers.
About Stratus Financial
At Stratus, we believe in helping aspiring student pilots at all levels of experience and training achieve their dreams of flight. We do this by providing loans at reasonable rates and flexible payment plans to students who want to become pilots, flight instructors, etc.
You will lead a team of dedicated loan servicing professionals and collaborate closely with various departments to ensure efficient and accurate loan processing, payment posting, and customer service.
The following duties will be applicable:
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Coordination:

• Monitor portfolio loans, call center and ticket trends, forbearance and modification progress, and deliveries.
• Identify and suggest improvements based on reporting trends and communicate action plans with senior management.
• Identify, resolve, and monitor ongoing issues to ensure appropriate, timely, and effective servicing that meets the company’s standards.

Team Management:

• Manage and supervise a team of loan servicing specialists, providing guidance, coaching, and performance feedback.
• Oversee department personnel and ensure staff is trained on the daily commercial loan system and general ledger input to ensure commercial loan system integrity.
• Supervise and oversee the timeliness, accuracy, and completion of all assignments.
• Perform general management responsibilities, including responding timely to employee issues and questions, assisting in staffing and hiring, coaching and motivating employees, reviewing performance, and maintaining confidential employee records.

Process Improvement:

• Develop and implement efficient loan servicing processes, policies, and procedures to optimize workflow and enhance customer experience.
• Continually assess processes to identify opportunities for better workflow and/or efficiencies; implement creative strategies for improvement.
• Conduct regular audits to ensure data integrity, accuracy, and compliance with internal and external requirements.
• Monitor loan servicing performance metrics, identify areas for improvement, and implement strategies to enhance efficiency and productivity.
• Work with other Department Heads to ensure systems and processes are in place, updated, and followed.
• Design and develop processes and procedures for the Loan Servicing Department in conjunction with Legal and Compliance.

Customer Service:

• Continually monitor, track, and seek to improve customer service levels for both borrowers and internal customers.
• Collaborate with internal stakeholders, including loan officers, underwriters, data analytics, legal, compliance and servicing teams, to resolve customer inquiries, resolve issues, and provide timely updates.
• Approve and provide guidance on daily matters such as loan boarding, modifications, transaction processing, and personnel decisions.
• Review resolution of consumer complaints and ensure excellent customer service to loan customers.
• Promote and ensure the company goal of creating raving fans as a department and individual focus at all times.

Reporting and Compliance:

• Assure timely and accurate reporting of Loan Servicing production, including troubleshooting and rebuilding accounts.
• Work with Data and Financial Analysts to monitor and handle loans in bankruptcy pending litigation and report to Senior Management.
• Work with Legal Department to refer delinquent and defaulted loans to outside companies.
• Stay up-to-date with industry trends, best practices, and regulatory changes pertaining to consumer loan servicing and incorporate them into the department's operations.
• Review and approve daily, weekly, and monthly department reports.
• Maintain a high level of confidentiality at all times.
• Attend conferences, seminars, read newsletters, and take online courses to remain informed about mortgage servicing.

Other Duties:

• Ability to handle multiple tasks simultaneously.
• Any other duties as assigned.

Qualifications:

Education and Experience:

• Bachelor’s degree in Business Management, Finance, Administration, or a related field (or equivalent combination of education and experience).
• Minimum 3 years of experience in commercial loan operations - specializing in loan servicing
• At least three years of servicing experience in areas such as collection activities, delivery of new loan files to the sub-servicer, reconciliation of custodial accounts, default management processes, claims processing, and managing servicing associates.
• A minimum of 3 years of management experience, including at least 2 years in team leadership with responsibilities for coaching, development, and process improvement

Skills:

• Strong leadership and people management skills, with a proven ability to motivate and develop high-performing teams.
• Excellent problem-solving, decision-making, and analytical skills.
• Exceptional attention to detail and organizational abilities.
• Demonstrated proficiency with computer systems and software programs, including Microsoft Word, Excel, and Outlook; experience with electronic mortgage processing systems such as Encompass preferred.
• Strong written and verbal communication skills.
• Self-motivated with the ability to think creatively and solve issues independently without intervention.
• Ability to effectively communicate with co-workers, outside vendors, and lenders.
• Ability to apply common sense understanding to carry out detailed written or oral instructions.
• Strong desire to excel in a competitive environment.
• Proven track record in working with all levels of staff and management.
• Demonstrated teamwork and customer service skills.

Work Hours:
8:00 am – 5:00 pm Pacific Time
Location: Remote
Next steps:
Please submit your resume in pdf version by email:cheryl@stratus.finance
Contact: Cheryl Linato
Subject line: Loan Servicing Manager for SF

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