Real Estate Servicing Operations Specialist

    • Burbank, CA

Serves as a Real Estate Servicing (RES) Subject Matter Expert in supporting the daily operations of RES, both default and non-default.  Provides support in evaluating operating practices to ensure a high level of quality service, providing direction and training to department personnel, and performing analyses of operating metrics.  Assists with workload distribution; maximizes productivity while providing exceptional member services; identifies and implements process improvement.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Assists in the day-to-day Real Estate Servicing operations, including both default and non-default loan servicing. Supports the department in operating expense management, invoice review, policy and procedure maintenance and creation, staff training, and production expectations including training.
  • Troubleshoots the department’s technology system issues. Actively participates with testing of systems, applications, processes, and workflows related to various loan programs, reports and credit union operations, may also include drafting requests for programming modifications as necessary.
  • Monitors daily workflow to ensure member experience is exceptional, deadlines are met, and regulations and processes are followed.
  • Assists with Internal audit requests, including reconciling errors, identifying trends, and developing action plan to remediate and minimize errors.
  • Provides ongoing and continuous feedback to management in the form of reports, charts, and statistics; prepares routine and ad-hoc reporting as requested.
  • Assists management in preparation for Committee meetings, such as Junior Loan Committee and Senior Loan Committee. Makes recommendations for foreclosure, workout loans, short sales, deed in lieu and charge off when appropriate.  Maintains minutes of Junior Loan Committee meetings, maintains records of Junior Loan Committee and Senior Loan Committee actions for future review.
  • Reviews and analyzes Investor procedures to maintain working knowledge of their loss mitigation procedures. Corresponds with Investors in writing to obtain approval when applicable.  Reviews delinquency reports bi-monthly to proactively stay ahead of trends and make member contact when applicable.
  • Acts as liaison with outside legal counsel on civil actions relating to servicing issues. Assists in providing documents for answers to discovery requests, subpoenas, trial preparation
  • Prepares 1099 C forms required by IRS regarding forgiven debt on Home Equity Lines of Credit losses
  • Processes rate change for Employee Mortgage Discount Program loans.
  • Collaborates closely with the RE Servicing vendors to ensure regulations, SLAs, and polices are adhered to. Assists in selecting vendors as needed.
  • Ensures quality service through frequent Member communications, analysis of Member feedback and data trends; develops methods to improve service levels.
  • Assists in the review of daily-recorded calls and tasks and provides feedback.
  • Works collaboratively with the Training Department to create and implement training materials as it relates to product, service, and system requirements.
  • Provides optimum service to all internal customers and assists other lines of business with complex work related matters in a timely, professional manner.
  • Reviews and evaluates default servicing related functions to ensure regulatory and Investor compliance; mitigates any potential risk related to these processes.
  • Maintains a working knowledge of Investor and Regulatory default and non-default servicing requirements.
  • Collaborates with RES and Loss Mitigation Counselor to identify and analyze trends and identify potential risk.
  • Assists manager with Investor and Audit responses.
  • May act as a back-up when employees are out of the office.
  • Evaluates resources and determines if additional support is necessary; provides feedback to Management regarding capacity including making recommendations for temporary help, overtime or reduction in staff.
  • Works on assigned special projects related to RES.

QUALIFICATIONS (Education, Experience, Knowledge, Skills & Ability):

  • Demonstrate ability in leading the functional area with 5 years of progressive experience in a financial institution
  • Ability to resolve escalated issues
  • Previous experience in developing reports, analyzing and identifying trends, and remediating process gaps
  • Previous experience producing operating metrics and the ability to lead presentations to business leaders is preferred
  • Strong knowledge of Microsoft suite or Office products
  • Advanced knowledge of Symitar or other related core banking systems
  • Knowledge of Mortgage Servicing Systems (i.e. Black Knight) preferred
  • Bachelor’s Degree is preferred

Must also demonstrate conduct consistent with our Corporate Values:

  • Practice open Communication with all levels;
  • Be Accountable by taking ownership of customer issues and responsibility for one’s actions;
  • Foster Teamwork by cooperating and collaborating with other employees;
  • Seek ways to make the workplace Fun for oneself & others;
  • Conduct oneself with Integrity by being honest, trustworthy and ethical in all work activities and interactions;
  • Work with a Service Orientation by having a genuine concern for the needs of one’s customers and by being friendly, professional and following through on commitments; and
  • Demonstrate Humility in all interactions and remember to leave one’s ego at the door when one arrives to work. 

Logix Federal Credit Union is an equal opportunity employer that does not discriminate in employment opportunities or practices on the basis of race, religion, color, sex, sexual orientation, gender identity, national origin, protected veteran or disability status, or any other status protected by law.


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