16 hours

Mortgage Loan Servicing Manager

Bank of Hawaii
Oahu, HI
  • Job Code

Mortgage Loan Servicing Manager-1800163

Does this sound like you?
Are you ambitious?  Want to make a difference in people’s lives?  Do you thrive in an environment that leverages your abilities as a fast learner, good listener, and problem-solver?   If you love challenges, relish complexity, and have moxie, consider applying your unique talents with a Hawaii banking leader – Bank of Hawaii.  Here you can be at the forefront of whatever you do. Welcome to your tomorrow!

A day in your life as a Mortgage Loan Servicing Manager:
Under the direction of Manager, this position is responsible for managing the Mortgage Loan Servicing Department operation, which includes supervising, training, counseling and motivating customer service and servicing operations staff as well as establishing and monitoring section goals. Provides subject matter expertise, leadership, and support for department, division and bank tactical and strategic initiatives, and projects. Ensures business unit’s compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.

We’ll give you these important responsibilities…
  • Manages the daily customer service operation including inbound telephone calls, internet emails, responding to written correspondence, customer requests and questions regarding their loans, payments, escrows, interest rate adjustments, special loans, payoffs and preparing lien releases.  Operational responsibilities also include completing post-boarding audits, review of title policies and documents recorded by county governments, and follow-up with internal departments and external vendors. Also supports the Mortgage Collections department with booking of loan modifications and the processing of short sales, GSE foreclosures, and REO's in the MSP system.  Leads the customer service team to provide a high level of service to customers.  
  • Works closely with the Escrow Administration Manager to ensure timely and accurate responses are provided to our customers and to ensure that call volumes are forecasted and adequately staffed for.
  • Maintains a thorough knowledge of mortgage documents, regulatory and investor requirements, current rules and regulations and legislation and BOH policies related to mortgage loan servicing.  Ensures compliance with federal, state, bank and investor guidelines.  Establishes/monitors section, goals and work flow; reports activity to manager and at department meetings.  Compiles and analyzes data for key performance indicators to measure operational productivity.  Manages relationship with outside vendors used for the bi-weekly payment program, statement printing, outsourcing of taxes, and force-placed insurance.  Assists the Year End Coordinator for the Black Knight servicing platform and performs certain tasks in entering and maintaining the system records needed for year-end processing. Handles escalated borrower complaints.
  • Ensures all measures are taken to mitigate operational risks.  Monitors trends and investigates, analyzes, reports on changing trends to prevent future losses.    Continuously reviews section procedures for efficiency improvements, recommending and implementing changes to assist in achieving division growth and profit.  Forecasts workload and changes in environment and develops plans to ensure continued effectiveness of section.  Responds to audit reports and ensures that corrective measures are implemented.  Identifies and implements customer service process/system improvements to increase efficiency and improve service.  Understands and utilizes the functionality of Black Knight’s servicing platform and other system tools available to perform duties more efficiently and effectively.  Assists in formulation, communication and implementation of department policies and in short-term and long-term department planning.  
  • Responsible for the management of all employees in the team including staffing and scheduling, compensation, performance management, training and development.   Goal is to attract, retain and motivate the team to achieve management business objectives and maintain a favorable employee relations climate.  Responsible for the timely and effective management of Human Resources forms and documents relevant to immediate staff.  
  • Provides continuous training/coaching and prepares written procedures so that staff can respond to customers effectively, ensure consistency and understanding for procedures and policies in order to develop a strong, thinking staff. Motivates team for peak productivity, coordinates efforts with all other sections/departments to ensure smooth workflow and efficiency, continuously communicates goals and mission of the bank to the department.
  • Provides subject matter expertise, leadership, and support for department, division and bank tactical and strategic initiatives, and projects. 
  • Works closely with multiple outside vendors (Black Knight, Core Logic, and Title Guarantee) and is the Bank’s vendor manager for its statement vendor.  

…if you come to us with these qualifications…

  • Bachelor’s degree from an accredited institution or equivalent work experience.

  • Minimum of 6 - 7 years of increasingly responsible positions in loan operations with at least 2 - 3 years of supervisory/management experience, preferably in a high volume mortgage operation requiring good working knowledge of related policies, rules, and regulations.  
  • Should be a subject matter expert in one or more skill sets, business area or product.

Technical Skills:  
  • Demonstrated proficiency with personal computers and Microsoft applications (Outlook, Word, Excel, Access and PowerPoint) or similar software.  
  • Knowledge of or ability to use Bank software and systems.

Other Job Qualifications:  
  • Demonstrated interpersonal skills in leadership and management to facilitate team building, coaching and mentoring.  
  • Able to work effectively with department staff, as well as internal and external customers, management, etc. 
  • Must be analytical, detail oriented and organized. 
  • Able to meet deadlines and handle multiple priorities. 
  • Must be a self-starter with the ability to work independently and collaboratively on teams with others.  
  • Able to solve problems creatively and decisively. 
  • Requires strong written and oral communications skills to conduct formal meetings and presentations.  
  • Must be efficient and results oriented.  
  • Must be able to work flexible hours to include evening, weekends, and holidays as necessary.  
  • Able to lift bins/boxes weighing 20 – 30 lbs.

Bank of Hawaii
In 1897, Bank of Hawaii was the first chartered and incorporated bank in the Republic of Hawaii. We’ve been here from territorial days, growing and changing with Hawaii. Today, we are the largest independent bank in Hawaii – a result of knowing our business and community, and always staying ahead of change.  We are constantly finding creative ways to deliver leading edge financial services to our customers.  Now, we’re embracing change with our new 21st century banking. 

It’s our people who help us succeed in offering first class service and products to our customers.  As a member of the Bank of Hawaii community, you will be among the very best in your profession in an environment that places a high value on integrity, innovation and teamwork.  People who are agile, savvy, forward-thinking and entrepreneurial can learn and grow with us.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of any legally protected classification including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.  Bank of Hawaii takes affirmative action in support of its policy to advance in employment legally recognized individuals including minorities, women, protected veterans and individuals with disabilities.

Job Function Bank Operations
Primary Location Hawaii-Oahu
Schedule Full-time
Job Posting Mar 2, 2018, 9:16:56 AM
Unposting Date Ongoing


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Mortgage Loan Servicing Manager

Bank of Hawaii
Oahu, HI

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Oahu, hi

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