Mortgage and Retail Investor Servicing Manager

Position Summary

The Mortgage/Retail Investor Loan Services Manager is responsible for implementing and maintaining policies, procedures, and performance metrics designed to ensure accurate completion of; Investor loan processing, customer transaction processing, financial reporting, risk mitigation and compliance with applicable laws and regulations. This individual is also responsible for effectively managing the performance of associates providing loan services functions within this team ensuring these individuals are engaged, well trained, and quality oriented. This individual will ensure high quality service in line with Busey’s standards.

Duties & Responsibilities

• Demonstrate strong working knowledge of existing laws and regulations by incorporating adequate controls within processing activities, resulting in minimal audit and examination exceptions.
• Manage and lead team of Investor Loan Servicing Support and Escrow Analytic associates ensuring timely completion of performance reviews and providing mentoring and coaching to enhance the performance and development of associates.
• Develop and maintain strong working relationships with Mortgage and Retail lending lines of business. Coordinate actions to create positive outcomes that support growth, efficient processing, and positive customer service experiences.
• Develop and monitor key performance metrics utilized to measure service performance of functions within the team. Demonstrate the ability to develop and implement corrective action to improve performance that is not meeting established minimal acceptable performance standards.
• Develop and monitor staffing models to aid in the analysis of staffing needs, areas of significant effort where process reviews may be required to improve workforce utilization, and to facilitate analysis of changing staffing needs within the team. Demonstrate the ability to recognize and plan for high volume periods and take necessary actions to ensure appropriate staffing is available to support needs during these periods.
• Demonstrate knowledge of industry trends and a proactive approach to incorporating changes into processes, procedures, and technology with a focus on improving process efficiency and straight through processing.
• Demonstrate effective problem resolution by making effective recommendations and implementing appropriate corrective action.
• Demonstrate effective vendor management capabilities. Provide input during the annual review process and participate in the review of potential new vendors.
• Participate in and lead activities related to bank and system integrations ensuring minimal disruptions to customer service and ensuring accuracy of data throughout the process.
• Demonstrate understanding of accounting requirements related to financial reporting for mortgage and retail loans. Ensure accurate reporting of financial data and timely and accurate clearing of reconciling items.

Education & Experience

Knowledge of:

• Strong oral and written communication skills.
• Solid project and time management skills.
• Corporate policies and procedures: CIP, Red Flag, FCRA, Reg Z, RESPA, USA PATRIOT ACT, etc.
• Legal documents.

Ability to:

• Develop new procedures and approaches to solve problems.
• Multi-task and work independently.
• Make independent decisions for which there are not always precedents.
• Establish and maintain collaborative partnerships at all levels throughout the organization.

Education and Training:

• Requires Bachelor’s degree OR 6 years related experience in the financial services industry.
• Requires a minimum of 3 years leadership experience.
• Requires experience with PCs and spreadsheet/word processing.

Benefits and Compensation

Salary offered is based on factors, including but not limited to, the job duties, required qualifications and relevant experience, and local market trends. The role may be eligible for bonus or incentives based on company and individual performance.

(Base Pay Range: $68,000 - $94.000/year)

Busey provides a competitive Total Rewards package in return for your time, talents, efforts and ultimately, results. Your personal and professional well-being—now and in the years to come—are important to us. Busey’s Total Rewards include a competitive benefits package offering 401(k) match, profit sharing, employee stock purchase plan, paid time off, medical, dental, vision, company-paid life insurance and long-term disability, supplemental voluntary life insurance, short-term and long-term disability, wellness incentives and an employee assistance program. In addition, eligible associates may take advantage of pre-tax health savings accounts and flexible spending accounts. Visit Busey Total Rewards for more information.

Equal Opportunity

Busey values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent. A team with diverse talent, working together, is essential to Busey’s commitment of delivering service excellence. Busey is an Equal Opportunity Employer including Disability/Vets. Visit Busey.com/Careers to learn more about Busey’s Equal Opportunity Employment.

Unsolicited Resumes

Busey Bank, and its subsidiaries, does not accept any liability for fees for resumes from recruiters or employment agencies (“Agency”), without a binding, written recruitment agreement between Busey and Agency describing the services and specific job openings (“Agreement”). Busey may consider any candidate for whom an Agency has submitted an unsolicited resume and explicitly reserves the right to hire those candidate(s) without any financial obligation to the Agency, unless an Agreement is in place. Any email or verbal contact with any Busey associate is inadequate to create a binding agreement. Agencies without an Agreement are requested not to contact any associates of Busey with recruiting inquiries or resumes. Busey respectfully requests no phone calls or emails.