NCHFA · 2 days ago
Team Lead, Mortgage Servicing
Raleigh, NC
Full-time
Hybrid
Senior Level, Lead/Staff
$85K/yr - $106K/yr
8+ years expNCHFA is a mission-driven public agency focused on providing safe, affordable housing opportunities in North Carolina. The Team Lead for Mortgage Servicing will oversee a team managing internally serviced Agency loans, ensuring high-quality customer service and operational efficiency while mentoring and developing team members.
Financial ServicesGovernmentHome Services
Responsibilities
Leverages loan servicing expertise and operational management experience to achieve departmental goals
Accountable for managing day to day operations of the team such as payment processing, customer service, bankruptcy, occupancy and foreclosure of the loan servicing team, leading operational objectives and leads team projects
Manages direct reports using established policies and management guidance
Serves as a technical subject matter expert in loan servicing policies, procedures, and business systems to provide resolution to day-to-day issues
Implements changes to the team workflows, processes and policies with guidance from senior management
Learns to prepare the budget of expenses for area(s) of responsibility and methods to review actual expenses to ensure proactive response to negative variances
Hires, leads and develops team members to maximize productivity and support the Agency’s mission
Acts as a role model and is learning how to set goals and manage day-to-day performance and schedules of direct reports
Provides regular coaching and feedback to direct reports and is learning how to utilize the Agency provided professional development framework
Conducts performance reviews with guidance from senior management
Recognizes how new and updated loan servicing laws and regulations impact policies and procedures
Makes recommendations for operational changes needed to align with the regulations
Uses developed knowledge and understanding of commonly used industry internal and external loan servicing related business systems such as FICS (loan servicing), HOS (origination/servicing), MistrData (loan origination and control), Lien Release (electronic lien satisfaction recording), PACER (Public Access to Court Electronic Records) and County Tax and GIS (Geographical Information System) related to functions managed
Identifies gaps in processes and makes recommendations that increase utilization of system functionality, automate manual processes or mitigate risk
Actively coaches direct reports and frequently shares knowledge related to loan servicing standards, systems and regulations and trains others within the team
Qualification
Required
Bachelor's degree in a business-related discipline such as Business Administration, Finance or Accounting
8+ years of loan servicing experience or experience in payment processing, consumer collections, consumer default loan servicing customer service
Supervisory experience is a plus
Solid experience applying advanced knowledge and understanding of loan servicing concepts, standards and regulations in a loan servicing environment
Solid experience working with automated loan servicing systems and the ability to extract and analyze loan servicing data to improve operational efficiency, data quality and to mitigate risk
Solid understanding of basic financial concepts such as budgeting, cash to deposit reconciliations and basic accounting concepts such as debits and credits
Foundational people management skills, including employee development, performance evaluations and ability to motivate team
Solid understanding of loan servicing concepts and standards, as well as knowledge of industry practices and regulations, such as Consumer Financial Protection Bureau (CFPB), Fair Debt Collection laws and government ensuring entity (FHA, VA, and USDA servicing requirements that govern loan servicing processing
Ability to multi-task and lead projects
Effective leadership skills with team and with external partners
Knowledge of Excel; intermediate knowledge of Microsoft Word, Outlook and PowerPoint
Resume Required
Cover Letter Required
Benefits
Major Medical
Dental
Vision
Health Care FSA
Dependent Day Care FSA
Cancer
Critical Illness
Disability (long and short-term)
Voya Travel Assistance
Term Life
Accidental Death & Dismemberment
Accident
Voluntary 401k & 457
Teachers’ and State Employees Retirement System (PENSION!)
Continuing Education
Professional Development
Annual Longevity Check (at service milestones)
Paid Time Off: 12 holidays + Accrued Vacation
Sick
Personal
Community Service/Parental
Personal Observance
Bereavement
FMLA
Family Illness Leave
Paid Parental Leave
Company
NCHFA
The North Carolina Housing Finance Agency is a self-supporting public agency.
51-200 employees
Funding
Current Stage
Growth StageRecent News
Charlotte Business Journal
2025-01-22
Company data provided by crunchbase