• Interview and hire appropriate staff.

• The employee will provide coaching, training and mentoring on special product loans (arms, option arms, HELOCs), including materials, to current employees as well as new hires.

• The employee will develop other employees in the necessary direction to utilize new technology and to recognize the need for change.

• Assist in maintaining monthly management reports/graphs.

• Ensure all processes and procedures are being followed to avoid USAP/REGAB findings.

• Maintain and or increase ratings with all rating agencies with effective audits and corrective actions.

• Incumbent must understand multiple indices, the data source and how to manually calculate an arm /HELOC or option arm payment if a manual arm analysis is required.

• Incumbent must ensure that all arm and special product procedures meet REG Z and TILA guidelines.

• Must understand the soldier and sailors act and the regulatory requirements associated with these loans.

• Incumbent must understand buy down and conversion option products and be able to interpret them to ensure they are calculating correctly on the system.

• Incumbent will be responsible for the oversight of the data capture vendor and for developing and maintaining the vendor report card stats.

• Maintain manager’s checklist to ensure all reports and scrubs are worked timely to mitigate risk and loss to the company.

• Confirm all processors work exceeds or meets management standards and provide weekly feedback to each processor as well as conducting individual or group training sessions as necessary.

• Ensure staffing is in line with budget and capacity models.

• Ensure staff is adequately cross trained in all areas of the department to avoid backlogs and risks to the company.

• Assist with establishing departmental key performance indicators.

• Continue to instill to staff the need for quality in order to meet the company’s customer service standards. 

• Work with VP of department to identify areas of improvement to automate or streamline processes.

• Additional responsibilities as required by management.

• The Senior Manager will work with the SMSI training department as the subject matter expert for the unit. 

• The manager will assist in conducting disciplinary action against employees who are out of compliance with company policies through coaching and counseling.

• Manage the escalated CITs to confirm the department is meeting its commitment to customer service.

• The manager will report pertinent information to management through various daily, weekly and monthly reporting tools regarding departmental progress.

• Assist with all Sarbanes-Oxley program audits for unit and confirm timely and accurate data. 

• Ensure policies and procedures are current, set up, followed, and maintained on the intranet.

• Inform staff as necessary on any procedural changes and or enhancements as they are implemented (notification via change alert to company when needed.)

• Managing e-time and employee work schedule.

ADDITIONAL DUTIES:

• Perform various duties as required by management.

• Work with servicing bureau on enhancements, problem solving and testing.

• Maintain, monitor and accurately enter personal time and absences in Etime for employees on your team.

• Provide human resources with appropriate paperwork and information on employee’s attendance.

• Additional responsibilities as required by management.

SUPERVISORY RESPONSIBILITIES:

• Responsible for the individual assistance, growth and development of team members. 

• Prompt and accurate responses on questions from team members and/or borrowers.