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Assistant Director of Volunteer Mortgage Loan Servicing

Company Tennessee Housing Development Agency (THDA)
Update 7 Day ago
Directs the daily operations of Volunteer Mortgage Loan Servicing. Reviews policies, procedures, training and staff development to achieve and maintain compliance with best practice mortgage servicing requirements and industry regulation. Supervises management to result in efficient customer service, response to customer complaints, and timely and accurate completion of tasks to maintain compliance in accordance with applicable investor and government regulations as well as internal policies and procedures. M onitors key performance indicators to maintain compliance with investor/insurer requirements, monitoring daily operations, end of month investor reporting and providing internal training to staff as investor/insurer guidelines change.


Essential duties and responsibilities include the following. Other duties may be assigned.
  • Directly supervises staff; interviews, hires, and trains employees; makes assignments and monitors work; develops employee skills and encourages growth and development; reviews and evaluates employee performance; addresses workplace issues and provides guidance, coaching, and disciplinary measures for staff; addresses personnel issues in conjunction with appropriate leadership and the Human Resources division.
  • Monitors daily payment operations, making recommendations to increase efficiency, improve on-line/ Automated Clearing House (ACH) payment participation and Lockbox operations.
  • Maintains compliance with investor requirements, internal processes and procedures, and other state and federal regulations.
  • Works with the THDA support divisions to produce accurate and timely financial reports and improve operational results.
  • Prepares reports on the status of various loan pools, processes, and division operations; provides regular updates on key performance indicators, concerns and risks.
  • Provides for the prompt correction of posting errors, prompt payoff quotes, and timely complaint resolution.
  • Reviews and monitors system reports and activity to ensure division goals are being met.
  • Monitors operations to improve payment collection, reduce losses, prevent foreclosure and maintain full investor/insurer compliance.
  • Oversees the Loan Servicing call center operations and customer service response. Monitors electronic processes with various vendors to produce the timely flow of data and management of service level agreements.
  • Keeps apprised of federal, state and Consumer Financial Protection Bureau (CFPB) laws and regulations that affect department activities, making and implementing recommendations for compliance.
  • Presents THDA staff recommendations and communicates and reviews current or developing servicing related topics/concerns or standards to the THDA Executive team, THDA Board of Directors, THDA Advisory Boards and/or appropriate Federal, State or non-profit affiliates.
  • Provides for Loss Mitigation Escalation services in the evaluation of cases.
  • Serves as a member of the Foreclosure Review Team.
  • Attends and participates in conferences and meetings to include but not limited to National Council of State Housing Agencies (NCSHA), Housing Finance Agency groups, Federal, State and private mortgage industry related associations.
  • Provides support to assist any function within Loan Servicing as needed.

The requirements listed below are representative of the knowledge, skills, and/or abilities required.

Education and Experience:
  • Bachelor degree in Business, Management, Accounting or related field.
  • 3 years of management experience involving staff supervision, with a minimum of five years preferred.
  • 2 years of experience in the mortgage servicing industry, with a minimum of five years preferred.
The above qualifications express the minimum standards of education and/or experience for this position. Other combinations of education and experience, if evaluated as equivalent, may be taken into consideration.

Knowledge, Skills, Abilities, and Competencies :
  • Ability to effectively manage staff.
  • Extensive knowledge of the methods and practices of mortgage loan servicing.
  • Knowledge of public and commercial loan practices.
  • Knowledge of Community Reinvestment Act (CRA) requirements.
  • Knowledge of homebuyer education platforms.
  • Knowledge of Federal Housing Administration (FHA), Veterans Administration (VA), United States Department of Agriculture (USDA) and Private Mortgage Insurance (PMI) regulations in the field of mortgage loan servicing.
  • Strong interpersonal skills.
  • Excellent verbal and written communication skills.
  • Ability to effectively plan and organize workload of self and others.
  • Maintains credibility through sincerity, honesty, and discretion.
  • Builds and maintains positive relationships with internal and external constituents.
  • Strong organizational skills.
  • Strong time management skills; uses time effectively; consistently meets deadlines.
  • Maintains a high level of confidentiality.
  • Documents regularly, thoroughly, accurately, and completely.
  • Exercises good and consistently fair judgment, courtesy, and tact in dealing with the staff and public in giving and obtaining information.
  • Ability to exercise good judgment in structuring and organizing work, setting priorities, handling information, and meeting personnel challenges.
  • Communicates effectively and regularly with staff, including staff in planning, decision-making, and process improvement; makes self available to staff.
  • Ability to manage complex projects while working under pressure to meet deadlines.
  • Detail oriented, logical, and methodical approach to problem solving.
  • Computer literate; proficient in Microsoft Word, Excel, Outlook, and the internet; able to effectively adapt to and use other computer systems as needed for daily activities.
Special Demands:

The special demands described here are representative of those that must be met by a staff member to successfully perform the essential functions of this job.
  • Current, valid driver’s license from domicile state and the ability to drive.
  • Occasional in-state and out-of-state travel.
  • While performing the duties of this job, the employee is regularly required to sit; stand; use hands to finger, handle or feel; and talk and hear.
  • The employee is occasionally required to walk; reach with hands and arms, and stoop, kneel, or crouch.
  • Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.