MORTGAGE SERVICING MANAGER - MORTGAGE - FIRSTBANK PR

MORTGAGE SERVICING MANAGER

Our Company

At  FirstBank PR , we strive to be a trusted advisor to our clients and our employees are the ones that ensure we deliver on our promise of excellence in personalized customer service. Our more than 3,100 employees in Puerto Rico, the Virgin Islands and Florida share a passion for excellent customer service. We are proud of our team because they are continuously surpassing our client’s expectations.

Do you have a passion for helping customers, building relationships, and delivering extraordinary, personalized customer service? If your answer is yes, FirstBank is the number one place for you.

A Brief Overview

Responsible for managing the bank’s mortgage portfolio for all three regions. Incumben must drive the performance of the servicing group through the leadership team that manages the Bank's servicing operations, escrow, payments and lien releases for all three regions. Direct the workflow and management of the mortgage escrow and customer service operations for Puerto Rico, Eastern Caribbean and Florida Regions. Maintain relationships with investors, insurers, and other internal and external parties involved to direct the boarding, file / custodial management, escrow administration, taxes / insurance monitoring, lien release, and customer service for all mortgage loans. Ensure all investor and regulatory guidelines are met and proper controls are implemented across business lines and regions. Responsible for providing direction and oversight of complex departmental items, escalate issues and provide timely updates to management.

What you’ll do

• Manage the servicing of the banks own and serviced portfolio for Puerto Rico, ECR and Florida.
• Lead the Taxes and Insurance team which perform escrow analysis to ensure process is compliant with investor and regulatory requirements.
• Develop an insurance and tax monitoring policy and procedure as well as the management of the processes to ensure compliance with regulatory and investor requirements.
• Maintain the data integrity of tax and insurance information across the MSP System. Establish a reconciliation process to ensure all loans boarded are adequately insured and that applicable property taxes assessed are within the escrow accounts.
• Manage an escrow quality control process to diagnose problems or issues, identify root cause and find immediate resolution.
• Supervise the process to provide customers with an exceptional customer experience by establishing service metrics and directing customer service unit to attain an expedite resolution of complaints and inquiries.
• Understand customer complaints and / or service request trends in order to reduce and correct any potential error in the servicing process.
• Promote the use of the digital servicing channel among clients and to promote automatic debits for all mortgage clients.
• Establish key performance indicators as well as establish exception reports to properly monitor escrow analysis, tax and insurance payments, MIP payments and cancellations as well as on boarding and lien releases.
• Oversee the secondary market collateral operations team and lead the strategies to properly manage the investor pools and review processes, including, FNMA, FMAC, GNMA, own portfolio and the FHLBNY process.
• Direct the implementation of regulatory requirements including but not limited to policies and procedures, training, vendor management of changes and communication across business line, related to tax and insurance requirements.
• Establish key quality service metrics in order to enhance customer experience and met the institution’s standards.
• Evaluate current business process and make necessary changes to improve efficiency and customer service.
• Oversee the paid loan and release process to ensure compliance with regulatory requirements and departmental guidelines.
• Evaluates the results of customer surveys conducted, and establishes corrective action plans, whenever necessary.
• Communicates with regulatory agencies and with the bank’s top management across all regions.
• Liason and responsible for orking with the= Mortgage Operation Accounting unit in order toadequatly manage the banks and serviced for others portfolio.
• Responsible for managing the vendor for the Mortgage servicing system.
• Subject matter expert in the Mortgage servicing operation, may represent the bank at events & conferences related to the subject.
• Liason with the default unit which is responsible for the collections and loss mitigation process.

What You’ll Need to Succeed

Formal Education

Knowledge and Experience

Competencies

EQUAL EMPLOYMENT OPORTUNITY EMPLOYER