Servicing Manager

America's First Federal Credit Union Birmingham , AL 35202

Posted 2 months ago

Essential Functions & Responsibilities:

  • Leads servicing staff and related functions consistent with America's First policies and procedures, secondary market guidelines, and state/federal regulations.

  • Has direct responsibility for servicing all mortgage loans including, handling of escalated complaints, producing and providing statements, escrow analysis, tax servicing, insurance tracking, satisfactions & subordinations, etc.

  • Acts as primary contact for servicing software issues and maintains admin rights/duties as necessary to all servicing related systems.

  • Make recommendations for enhancements to servicing existing products as deemed necessary. Reviews departmental needs to stay abreast of changes within the servicing industry and make recommendations to maintain operating efficiencies.

  • Incumbent is expected to demonstrate, expect, and coach high levels of member service, both internally and externally, while meeting the high demands of servicing.

  • Performs other job-related duties as assigned.

Performance Measurements:

Meet or exceed department goals that are created in conjunction with corporate goals.

To ensure all files are in compliance with federal regulations and Credit Union Policy.

To ensure timely support of all servicing related responsibilities for internal and external members.

Accuracy of all processes, documentation, and delivery to help ensure outstanding member service to our membership.

Knowledge and Skills:


Five years to eight years of similar or related experience.

Proficient knowledge of Conventional, VA, FHA, USDA and/or other specialized mortgage loans.

Experience with EnCompass preferred, or other Mortgage Loan Origination System.

Familiar with mortgage related government regulations, (HMDA, TRID, FCRA, etc).


(1) A bachelor's degree, or (2) achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g. information technology certifications in lieu of a degree).

Interpersonal Skills

Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Other Skills

Must possess strong analytical skills and effective interpersonal skills to integrate with a wide range of users having different levels of computer expertise.

Must have working knowledge of regulations affecting mortgage lending.

Must have good understanding of mortgage lending work-flows and processes.

Must be organized and have the ability to work with multiple priorities and exhibit good judgment.

Must have a good understanding of branch operations and member services.

Physical Requirements

Light lifting required.

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Servicing Manager

America's First Federal Credit Union