Open Position: Loan Servicing Relationship Manager I
Reports to: Loan Servicing Supervisor
Supervisory duties: No supervisory duties
Job Type: Full-time, Exempt, Hybrid work environment
Location: Kirkland, WA.
Pay range: $70k - $80k
About Us
We’re Tandem Servicing–a new and rapidly growing real estate loan servicer. We put our borrowers first, which is how we’ve built our business almost exclusively on word-of-mouth referrals. No two workdays are the same, so our team is comprised of individuals who aren’t afraid to roll up their sleeves and take care of business. Our office is energetic, fun, and committed to leading the industry by putting the relationship before the transaction.
We’ve got competitive pay and benefits, and (if we might be so bold to say) an amazing and supportive team.
About You
You’re experienced in loan servicing with a proven track record of creative problem solving, good judgment and risk assessment, and a focus on customer relationships. You’re driven, tech-savvy, easily adaptable to industry changes, and are comfortable with ambiguity in a fast-growing workplace. You’re relentlessly proactive and organized, and pitch in to help your team members when they need it.
You have a college degree or equivalent experience in a related field and some industry and management experience with at least a basic knowledge of mortgage lending. See below for more details on preferred qualifications.
About the Job
This role is about overseeing an assigned portfolio of loans from onboarding to payoff. You’ll support the Loan Servicing manager, contractors, investors, borrowers, vendors, and other internal departments with a focus on high-quality servicing, strong and effective communication, and relationship building and maintenance. You will work very closely with your supervisor and team to ensure we’re always compliant, providing the best customer service, and following best business practices.
As our portfolio continues to grow, this role will evolve into a supervisor position with direct reports to help support day-to-day operations.
Roles and Responsibilities
Here’s the long list of work areas we expect you’ll be able to manage and support on any given day at Tandem Servicing:
Perform and oversee all critical function areas of Loan Servicing including, but not limited to, initial loan boarding, billing, Insurance, loan extension/modification, construction draw processing, reconveyances, and payoffs
Manage an assigned portfolio of loans and be able to make risk based decisions and prepare management reports with emphasis on:
Customer service: From answering the phones to researching and resolving loan issues, every customer interaction from welcome to payoff and beyond is within your area of influence. Document everything and continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
Quality Assurance: Check yourself, check your teammates, check, and triple-check. Whether you’re scanning files, reviewing loan modifications, or initiating wire transfers, you’ll need to work with a high level of accuracy and operational integrity.
Collaboration: You’ll be working with other Relationship Mangers as well as internal departments like Sales, Accounting, and IT daily, so we really can’t stress enough how important it is for you to be a great communicator and team player. You’ll also be in daily correspondence with people outside of Tandem Servicing, so an understanding of our processes and guiding principles is expected.
Responsible for Managing Risk in Construction Portfolio assigned including:
Disbursing Draw funds within Note Buyer’s acceptable guidelines
Processing Draws in a timely manner
Reviewing portfolio for a risk projects including stalled projects or cash flow issues
Insurance monitoring on portfolio of loans including:
Monitor coverage for compliance with Lender requirements
Tracking cancellations
Foreplacing insurance as needed
Billing, paying insurance as needed
Payment Collections
Processing payments and return payments as needed
Reaching out to past due clients as per Note Buyer’s guidelines
Proactively reporting any at risk accounts to Special Credits Team
Payoff
Ensure payoff quotes are timely and correct
Work with Title/Escrow Companies as needed to ensure payoff amounts are correct
Process all payoffs in portfolio to ensure funds flow in the General Ledger as needed
Communicate with Borrowers daily as needed for payoff verification
Make Risk Based decisions for the good of the Client, the Company and the Note Owner
Manage and prepare extensions for matured loans.
Skills and Attributes
Bachelor’s degree or equivalent work experience preferred. Education or experience should include a working knowledge of basic accounting, finance, lending, and systems administration
5+ years of loan servicing experience
Mortgage compliance, various state lien law expertise and loan collection regulation knowledge a plus
Must have excellent time management skills and ability to pivot from task to task swiftly as needed
Ability to work in a fast-paced environment
Commitment to building relationships with customers, vendors, team members and investors
Able to maintain composure in stressful situations including dealing with difficult customers
Excellent problem-solving skills involving good judgment and risk assessment in a fast-paced environment
Possess great attention to detail and high degree of accuracy
Must be a dependable self-starter
Excellent grammatical, oral communication, writing, spelling, and proofreading skills, with ability to express yourself clearly and effectively in writing
Strong knowledge of MS Windows, MS Teams, PC spreadsheets and PC word processing. Strong familiarity with networked computer systems and mainframe
Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. The employee in this position must be able to read, write, speak and understand English with exceptional fluency.
Tandem Servicing offers a hybrid work environment for some positions, which means employees perform their duties remotely or in person and will be expected to check email, phone, and text messages throughout the day and respond in a timely fashion consistent with a normal company workday. This role must be willing to commute to our local office on a weekly basis, at a minimum of once per week, based on the needs of the position, the department, and the company. Tandem Servicing’s expectations for hybrid work performance boils down to our mission statement: Real and Lasting Mutual Success.
To apply, please send your resume and cover letter to careers@raincitycapital.com
Posted 10/XX/2024