Mortgage Subservicing Coordinator

Job Summary 

The Mortgage Subservicing Coordinator supports the management of UFCU’s Subservicer oversight plan to coordinate the Credit Union Subservicer Program. This role ensures servicing compliance with all applicable regulatory requirements, in particular Government Service Entity (GSE) guidelines and guidelines established by regulators. 

The Mortgage Subservicing Coordinator reports to the Associate Director of Mortgage Operations. 

About UFCU 

As Austin’s largest locally-owned financial institution, University Federal Credit Union is a financial institution owned by, dedicated to, and always working for our Members.  Our mission at UFCU is simple: to provide for the well-being of our Members. We are proud to focus on our purpose, possibilities and performance, with people at the center of all that we do.  We deliver fair and honest products and outstanding service, and we work collaboratively within our organization as well as our community to help Members and employees achieve their personal and financial goals.  

Consistently receiving awards as the Top Credit Union, Top Mortgage Company, Best Place for Working Parents, Healthiest Employer in Austin, and Gallup’s Exceptional Workplace, UFCU is proud of its people-first culture. We value our employees as much as our Members.  We offer an environment where people care about each other – like family.  If you want to love what you do, make an impact in your community, and have the power to help people change their lives – then we’re glad you’re here. 

Essential Functions 

Program Coordination 

• Coordinate UFCU’s Subservicer Oversight and Control program including:  

• Member Service Monitoring and Reporting 

• Escrow, Cash, and Investor Accounting 

• Continuity of Contact/Collections  

• Cash Flow, Loss Mitigation, Foreclosure, Bankruptcy, and Claims 

• Engage in daily, weekly, and monthly contact with designated Subservicer to discuss issues, concerns, and initiatives:  

• Conduct weekly meetings to review ongoing task list  

• Conduct monthly meeting to review Oversight Dashboard Report, Portfolio Performance, and monthly Quality Control (QC) results 

• Handle loan level inquiries from borrowers and sellers; work and log results of exception reports and monitor monthly charges from Subservicers to ensure accurate billing.  

• Perform oversight of Subservicer implementation of investor guideline changes and state/federal legislature to ensure compliance. 

Reporting 

• Create, implement, and enhance regular monitoring and reporting used to measure and present Subservicer performance to senior management and agency representatives. 

• Create and implement daily, weekly, or monthly management, exception, and vendor management reporting. 

• Prepare and present weekly and monthly management reports. 

• Review and report results to management regarding GSE and HUD scorecards. 

Program Operations 

• Prepare and maintain all departmental policies and procedures. 

• Coordinate and participate in the implementation of new business strategies, process improvement, strengthening of internal controls, and providing operational efficiencies relating to servicing and other areas. 

• Perform file audits and compliance reviews to ensure loans have been reviewed efficiently, effectively, and within mortgage lending policy. 

• Ensure adherence to internal controls. 

• Keep current with existing and new servicing guidelines.     

• Attend and participate in training seminars to remain up to date on compliance issues, lending regulations, and internal policies. 

• Review quality control findings and provide feedback and ongoing training. 

• Ensure compliance with all statutory requirements for foreclosures, bankruptcies, and real estates owned (REO). 

Other 

• Adhere to all company policies, procedures and business ethics codes. 

• Complete required regulatory training as assigned. 

• Maintain strict adherence and compliance to all laws, rules, regulations and internal controls specific to your role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations. 

Knowledge/Skills/Abilities 

Knowledge 

• Basic knowledge of the mortgage process, documentation, requirements; governmental and agency requirements; and terminology.  

• Familiarity with Black Knight Mortgage Servicing System (MSS). 

• Thorough knowledge of the mortgage process, documentation, requirements, governmental and agency requirements, and terminology. 

• Strong understanding of federal and state mortgage regulations, including home equity lending. 

• Familiarity with current mortgage lending laws and regulations, understanding of documentation relating to residential real estate lending and conventional financing, and/or familiarity with credit union philosophies and practices. 

• Familiar with mortgage lending file organization and the related documentation associated with mortgage files. 

• Proficiency in Microsoft Office Suite - Word, Excel, Powerpoint, and Outlook. 

Skills 

• Strong verbal, written, interpersonal, and active listening communication skills. 

• Superior customer service skills. 

Abilities 

• Strong problem solving abilities. 

• Well-developed ability to manage multiple tasks/projects and deadlines simultaneously.  

• Proven track record at delivering timely and accurate information in a fast-paced environment. 

• Ability to consistently and effectively make evaluative judgments. 

Competencies 

• Adaptability 

• Building Member Loyalty  

• Building Partnerships 

• Communication 

• Emotional Intelligence 

• Focus on Results  

• Influence 

Experience 

Minimum Requirements 

• Associate’s Degree.  Years of relevant experience may be substituted for degree requirement. 

• Minimum of five (5) years of loan servicing experience with knowledge of the mortgage servicing/mortgage banking industry - specifically HUD/VA, FNMA, FHLMC servicing guidelines and reporting requirements, and federal/state requirements. 

• Minimum of five (5) years of high-level customer service experience. 

• Demonstrated experience utilizing a mortgage servicing system. 

• Must be bondable. 

Preferred Requirements  

• Bachelor’s Degree.  Four (4) years of relevant experience may be substituted for degree. 

• Credit union or financial services background 

• Knowledge of credit union policies, procedures, laws, and regulations 

• Bilingual in English/Spanish 

Physical Demands 

The physical demands described are representative of those that must be met by an employee, with or without accommodation, in order to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Frequent 

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. 

• Extensive use of the computer, requiring specific vision abilities including close vision, distance vision, peripheral vision, and ability to adjust focus. 

• Extensive use of the telephone and virtual communications platforms requiring the ability to effectively and accurately explain complex information. 

Work Environment 

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.   

• This position requires working frequently at UFCU Plaza in Austin, Texas. 

• This position may involve periodic stressful conditions. 

• Occasional travel may be required. 

• May occasionally require an adjusted work schedule, and/or evening/weekend hours. 

• Public contact position, requiring appropriate professional appearance. 

• Frequent computer use at a workstation of up to two hours at a time. 

• The noise level in the work environment is usually moderate.