Sr. Manager, Real Estate Loan Servicing - REMOTE

Who is Quorum?  

Quorum Federal Credit Union is a national employer of choice that attracts, develops, enables, and retains the right resources to drive the organization forward. We are a human-centered organization that delivers a positive work journey and is committed to enhancing the lives of our employees and helping them to grow personally and professionally. We offer a unique value proposition to employees including Total Rewards, Work Journey, Work Paradigm, and Q-DNA to improve work-life balance and help employees live happier, more productive lives while contributing to our mission.

Job Description Summary  

The Senior Manager of Real Estate Loan Servicing manages all aspects of real estate loan servicing, including loss mitigation and investor relations, while working with the Director of Loan Servicing Operations to assist in transforming, implementing, driving, and executing the strategy of the Real Estate Loan Servicing area.  This position supports Quorum and the Director of Loan Servicing Operations to drive digital excellence, self-service and frictionless member and partner experiences which incorporates both technology and organizational design. 

This position plays a critical role in Quorum’s loan servicing area.  The successful candidate will have comprehensive loan servicing expertise in both first and second (home equity line of credit) loan products, with strong experience in Asset Management, Portfolio Management, and managing outsourced servicing providers by bringing a background in serving customers, investors and/or other third-party stakeholders. They must be highly strategic and have a proven track record of executing on performing and non-performing loan servicing strategies to manage a highly competent, highly effective function. This person must also understand digital technology and servicing solutions to continue to support Quorum’s drive in digital excellence.  The Senior Manager of Real Estate Loan Servicing will report to the Director of Loan Servicing Operations. 

Key Job Responsibilities and Accountabilities  

1. Assists the Director of Loan Servicing Operations in developing and building strategies to drive a culture of service excellence to both internal and external clients.
2. Leads Quorum’s Real Estate Loan Servicing Department managers in executing servicing strategies and the daily operations of real estate servicing, investor relations and loss mitigation area.  
3. Promotes and drives continuous development of all aspects of real estate servicing including process implementation, change management, administration and oversight of strategies to optimize functional performance and mitigate risk to the Credit Union and our investors.
4. Establishes related metrics and reporting for all real estate loan servicing activities, including establishing benchmarks to ensure alignments with the Organizations’ goals and objectives.  Manages teams to exceed annual performance goals.
5. Manages third party outsourced vendors in the delivery of complex daily operations while ensuring service excellence which is in line with Organizational and departmental objectives.
6. Acts as the primary contact escalation point for operational issues with the support of the Director of Loan Servicing Operations.
7. Maintains up-to-date expertise in the latest advancements in automation and emerging technologies, effectively applying these innovations to solve business challenges and execute strategic initiatives.
8. Designs, reviews, and ensures all necessary controls and audits are in place to safeguard compliance with Credit Union policies and regulatory requirements. 
9. Employs good communication and change management strategies to ensure understanding and alignment of functional goals, objectives, and strategic vision as directed by the Director of Loan Servicing Operations and is in line with the Organization’s goals and objectives.
10. Manages and ensures the development of a staff of 10-15 individuals through coordination of training efforts and coaching and development plans. Ensures staff alignment with performance management standards, organizational culture, and vision.  
11. Promotes and maintains a positive work atmosphere by communicating consistently with professional standards to work effectively with members, co-workers, management, and vendors.
12. Stays abreast of industry developments including changes in regulations and technology.
13. Performs other duties as deemed necessary and assigned by Supervisor.

Job Requirements, Competencies, and Skills  

The Senior Manager of Real Estate Loan Servicing works under the supervision of the Director of Loan Servicing Operations, exercising independent judgment.  This person must be:

• A leader/coach. You can lead your team and identify and enhance skills needed for the future of our business while delivering your own work.
• Entrepreneurial. Constantly seeks new opportunities and is a self-starter who loves to own things end-to-end and makes things happen amidst competing priorities and tight deadlines.
• Collaborative. This position knows how to inspire and motivate and bring great ideas to the table seeking input from others to make ideas even better.
• Accountable. Holds oneself and others responsible for job responsibilities and results. This position gets things done and achieves results on time, communicating progress as well as challenges along the way.
• Customer-Obsessed. You are deeply empathetic, constantly thinking of yourself as a customer. You understand the importance of enhancing the customer experience and seek opportunities to do so. You are an excellent communicator and have a tireless commitment to providing excellent service experiences to our customers and partners. 
• Agile. You can adjust to constantly changing environment and priorities. You’re curious. You’re always learning. You don’t need to be asked to think outside the box and can execute improvements to our platform, processes, and experiences.
• Ethical and Inclusive.  You hold yourself to the highest of ethical standards, and you create with intention an environment where all people can thrive and be successful, where people are treated fairly, and where voices and differing opinions are heard. 

In addition, our successful candidate will have the following:   

1. A Bachelor’s degree in Business, Finance or Technology is strongly preferred.  Secondary degree is a plus.  A combination of education and directly related experience may be considered in lieu of a degree.
2. A minimum of ten years of progressively responsible experience servicing portfolios of Performing and Non-Performing real estate loans on behalf of multiple clients at a financial institution, managing complex loan portfolios with a mix of internal staff and outsourced providers.  This must include a minimum of five years of management experience with the proven ability to hire, retain and manage a remote workforce.
3. Demonstrated experience servicing loan portfolios containing a mix of 1 and 2 lien real estate mortgages including HELOCs, ARMs, Renovation Loans, etc.
4. Comprehensive knowledge and use of Black Knight Financial Services products (i.e. MSP), and Microsoft Office products (i.e. Word, Excel, Powerpoint, Outlook, etc.) is required.  Experience with TEAMs, Sharepoint, OneDrive and Azure DevOps is a plus.  Experience with Symitar, Synergy and Tableau is also a plus.   
5. A demonstrated ability to develop innovative solutions for business needs.
6. Masterful organizational, communication, time-management, and leadership skills, demonstrated by previous professional success.
7. A passion for understanding the latest advancements in automation and modern technologies, and the diligence to apply these to solve business problems.
8. Excellent problem-solving, organizational, analytical, verbal, and written communication skills as well as excellent project management and time management skills.

Environmental / Physical / Mental Requirements  

• Stable internet connection with speeds high enough for video conferencing and screen sharing 
• Smartphone with current iOS/Android OS.  
• Prolonged periods sitting at a workstation and working on a computer. 
• Ability to communicate effectively with coworkers, customers, and partners. 

 

Compliance/legal requirements  

• Quorum is an Equal Employment Opportunity and Affirmative Action Employer.  Qualified applicants will be considered for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, marital status, protected veteran status, or disability status.   
• Quorum will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. Reasonable accommodation is available upon request for qualified individuals with disabilities throughout the application and employment process.  

 

**PLEASE NOTE**

We are not able to consider candidates for this role who reside in Montana, Nebraska, Rhode Island, or Puerto Rico

Salary Range: $120,000 to $140,000 annually.  Individual salary will vary based on skills and experience.  Discretionary incentive compensation may be available based on company and individual performance.

Benefits: Medical, Vision, Dental, Retirement Benefits, and Paid Time Off (PTO)

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)