Supervisor Consumer Loan Servicing - Customer Service

SUPERVISOR CONSUMER LOAN SERVICING - CUSTOMER SERVICE
WHAT IS THE OPPORTUNITY?
This position is responsible for the leadership and management of theconsumer servicing functions overseeing the day to day operations and activities related to all mortgage, HELOC and Consumer Loan activities. The multi- faceted department manager is accountable for the tracking of escrow and sub-servicer monitoring. The Consumer Servicing Supervisor role will be responsible for several functions including any post origination consumer servicing processes, loan maintenance, special loans, and all internal and external Customer Service. This role will also include all mapping, boarding, data validation, and exceptions related to the loan boarding/loan maintenance process in the current FIS/IBS system and the future ICE MSP servicing system from the Empower LOS system. Responsible for providing exceptional Customer Service to all external and internal Customer Service requests with a sense of urgency. All reporting and controls must be maintained at all times and all Customer Service processing, balancing and reconciliation must be done in a timely efficient manner.
Residential Lending Division
Make a meaningful difference as a member of City National's Residential Lending group. This is a great opportunity to grow your career with a stable and expanding organization while enhancing and retaining bank client relationships through competitive mortgage products and solutions with exceptional service and care.

• This position is responsible for the leadership and supervision of the Escrow servicing functions overseeing the day-to-day operations and activities related to all mortgage, HELOC and Consumer Loan activities. The multi- faceted department manager is accountable for the tracking of escrow and sub-servicer monitoring.
• The escrow supervisor role will be responsible for several functions including all Hazard, Flood, Mortgage Insurance, Escrow Analysis, Tax processes, etc. Responsible for the management and performance of key vendors and the interaction with key internal partners.
• Responsible for the coordination of information requests and responses required as part of any internal and/or external audits, exams and/or reviews.
• Manage all compliance and legal changes impacting escrow activities, including the communication/notification with team and vendors, system changes, policy and procedure changes, etc.
• Serve as the SME/focal point for Escrow on all transfer/acquisition projects.
• Ensure all activities are compliant and focused on providing exceptional Customer Service and experience.
• Must ensure all controls are being properly monitored and worked by the team.
• Works diligently with internal partners to ensure all processes are compliant with the major federal and state regulations including RESPA, TILA, SCRA, FCRA, FACTA, EDAAP, etc and must respond and review to all escrow related complaints.
• Must collaborate regularly with internal and external customers.
• Hazard
• Flood
• Insurance
• Mortgage Insurance
• Taxes
• Escrow Analysis
• External/Internal audit management
• Complaints
• Customer Service
• Vendor Management
• Project management
• Excel Proficiency
• QC
• Policy, Procedure, and Job aid management

What you will do

• Manage, train, coach, mentor, and develop teams responsible for all loan boarding and offboarding. Manager is responsible for managing a large pipeline of loans that need to be boarding with special handling and short turnaround times and urgency to not delay draws or cause negative customer impact. Responsible for the management and performance of key vendors and the interaction with key internal partners. Responsible for the coordination of information requests and responses required as part of any internal and/or external audits, exams and/or reviews. Manage all compliance and legal changes impacting servicing activities, including the communication/notification with team and vendors, system changes, policy and procedure changes, etc. Serve as the SME/focal point for Loan Boarding on all transfer/acquisition projects. Ensure all activities are compliant and focused on providing exceptional Customer Service and experience.
• Must ensure all controls are properly monitored and worked by the team. Works diligently with internal partners to ensure all processes are compliant with the major federal and state regulations including RESPA, TILA, SCRA, FCRA, FACTA, EDAAP, etc. and must respond and review to all servicing related complaints. Must collaborate regularly with internal and external customers.
• All offboarding and Service Transfer maintenance includes reviewing new servicer mapping, business rules, and liquidating loan types off of the current servicing system and completing all required transfer activities to the new Servicer timely. Supervise production, SLA, and quality metrics for the servicing team to ensure all requirements are met by the team. Monitor wire transfer process and GL balancing for inbound and outbound transfers.
• Maintain servicing documentation to ensure regulatory requirements are met with all policies, procedures, and job aids.
• This role will be expected to drive the teams performance to meet service level and quality targets, identify and address any process improvement opportunities and ensure procedures are always well maintained.
• Manages a team responsible for boarding and funding new and renewed Consumer Loans such as 1st mortgage and various loan products. Ensures all advances, wires, payment, payoffs, and prepare appropriate GL entries for balancing while maintaining quality assurance on the complex loans being booked in FIS.
• Manage pipeline and provide direction to the team as well as completing core boarding functions when necessary to avoid a backlog situation.
• Act as the gatekeeper for loans and ensure regulatory requirements and bank policies are met prior to having the team board loans
• Writes procedures and checklists, streamline processes, and work reports to facilitate quality output
• Responsible and accountable for appropriate quality controls of loans boarded, services provided and processes that are established
• Approves wires that are less than $1million

Must-Have*

• Minimum of 5 years of loan operations experience with a financial
• Minimum 5 years of experience managing people in a lead capacity preferably with a financial institution/loan environment, with an emphasis in Customer Service and meeting deadlines
• Minimum 5 years of MS office experience

Skills and Knowledge

• Excellent working knowledge of MSP
• Excellent working knowledge of mortgage operations.
• Proven ability to lead, coach, and mentor.
• Ability to communicate effectively
• Able to adjust to new changes
• Able to handle a heavy volume of transactions and multiple tasks.
• Detail oriented with strong follow-up skills.
• Able to manually compute accrual adjustments.
• Skillful with Excel, work and PowerPoint

Compensation
Starting base salary: $59,467 - $94,975 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
*To be considered for this position you must meet at least these basic qualifications
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Benefits and Perks
At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues. Get an inside look at our Benefits and Perks.
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.'
ABOUT CITY NATIONAL
We start with a basic premise: Business is personal. Since day one we've always gone further than the competition to help our clients, colleagues and community flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies.
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