Mortgage Servicing Manager

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Wyndham Capital Mortgage’s corporate culture empowers our employees. We strive to facilitate a greater sense of purpose in our jobs and lives. Your involvement will translate directly to continuous improvement in our systems and processes. We also believe in a deeply rooted culture based on caring for our employees in ways that will empower them to care for each other and our customers. Wyndham Capital Mortgage, founded in 2001, is a Direct to Consumer Lender, active in 45+ States, and has more than 200 employees in Charlotte, North Carolina.

Overview:
The Manager of Mortgage Loan Servicing is directly responsible for the Company’s interim servicing and subservicing day-to-day support, oversight and surveillance program related to residential mortgage loans. This includes managing all aspects of the third-party subservicing relationship, and compliance with all applicable servicing requirements.

Responsibilities:
Interim servicing
• Ensuring proper application of borrower payments
• Ensuring information request or consumer complaints are properly handled and responded to
• Addressing any HOI changes or policy cancellations received while held in the interim to ensure the property remains insured
• Ensuring billing statements are provided to borrowers while the loan is held in the interim
• Manages the collection process when loans become past due to ensure collection calls and collection letters are in compliance with agency requirements and FDCPA compliance is maintained
• Ensuring Notice of Transfer Letters compliance for loans that are sold or transferred
• Ensuring assistance or relief is provided to borrowers impacted by a disaster
• Monitoring and ensuring any loans that have insurance and/or taxes due or due within 30 days of loan transfer are paid
• Advancing PMI/MI premiums due while the loan is held in interim
• Monitoring and forwarding of payments received from borrower after loan has transferred to long term servicer
• Oversee customer service actions both pre and post-transfer to long term servicer
New loan set up
• Review and implement all procedures for new loan set-up
• Monitor and QC delivery of new loan files and document transfers to Sub-Servicer in accordance with Sub-Servicer’s procedures
• Confirm timely set-up of loans by Sub-Servicer and timely deposit of funds to custodial bank accounts
• Verify date of set-up and accuracy of loan information boarded on Sub-Servicers system
• Ongoing monitoring and control of Sub-Servicer’s loan administration activities
• Perform spot audits on a reasonable percentage of loans delivered monthly for subservicing
Review sub-servicer financials and reporting
• Monitor and approve subservicers requests for funding of advance facilities
• Address any contractual violations with subservicer
• Review Sub-Servicer’s annual financial statements to ensure net worth requirements are met
• Review Sub-Servicer’s annual SSAE16 Soc 1 Type II Report on Controls Placed in Operations
• Review Sub-Servicer’s standard monthly portfolio management reports and provide summary to management including reconciliation of both revenue and expense items
• Review a sample of bank account transactions to confirm timely transfer of funds to custodial bank accounts, remittance of principal and interest to investors and payment of property taxes and insurance premiums
• Understand and resolve any tax, insurance, and escrow issues
• Investigate with Sub-Servicer any open or un-reconciled items reported by investors
• Confirm timely delivery and accuracy of all investor reports, reconciliations and cash remittances
• Review copies of all Fannie Mae, Freddie Mac, and Ginnie Mae audit reports and follow-up with subservicer to ensure any material findings are adequately addressed
• Act as a liaison between accounting and the Sub-Servicer specifically assisting in the research of accounting related items
• Review monthly consumer complaints received by subservicer and follow-up on any outstanding complaints or trends identified
Review customer service
• Ensure outstanding customer service to borrowers and maintain focus on a positive customer experience through review of Call Center reports
• Provide assistance and address the complex customer inquiries via phone, email, fax, and mail regarding mortgage loans
• Ensure subservicer provides assistance or relief to borrowers impacted by a natural disaster or other economic impacts as designated by State or Federal Government and/or GSEs
Delinquency management
• Review delinquent loans to confirm that adequate efforts have been made to contact borrowers at different times of the day, evenings and weekends
• Meet with Sub-Servicer to review delinquency trends, procedures and any unique situations affecting the portfolio
• Reviews loans in foreclosure, Loss Mitigation, and Bankruptcy to ensure agency compliance is maintained
Regulatory compliance review
• Ensure the Sub-Servicer’s full compliance with all legal, agency (Fannie Mae, Freddie Mac, Ginnie Mae) and consumer regulatory requirements, including but not limited to principles of Fair and Responsible Lending; Unfair, Deceptive or Abusive Acts or Practices (UDAAP), Regulation Z, RESPA, FCRA, and GLBA.
• Implement strong audit and control environment, documenting all findings and remediation.
• Monitor for agency, state and federal regulatory changes as part of a regulatory change management program.

Qualifications:
• Minimum 10 years direct mortgage, banking, or financial institution experience in end-to-end servicing activities, including government-related loans (FHA, VA, USDA), to include:
• Interpersonal skills supportive of a collaborative team and strong culture
• Excellent oral and written communication skills
• Ability to work independently to support specific goals and objectives
• Bachelor’s Degree from an accredited institution preferred

About you:
• Strives to provide +1 Service to ensure success, to both internal teams and external clients
• Has the upmost integrity, period.
• Is naturally curious – you enjoy seeking out and applying new things in your job
• Knows how to make smart, informed decisions
• Has a passion for your job and positive energy that is infectious!
• Cares about your work and performance, and you want to provide impact across the organization
• At times, can be innovative and not afraid to bring big thinking and ideas to the table
• Is able to deliver influential communication to others

Benefits:
Group health coverage (medical, dental, & vision)
• Paid Time Off
• Employee Assistance Programs
• Pre-tax health spending account (HSA)
• 401(k) plan (with company match)
• Company provided life insurance
• Pet Insurance
• 8 hours of Volunteer Time Off
• Employee discounts (fitness, phone)
• Wellness

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