Job Details

Job Title: Lead Mortgage Servicing Analyst

Overview

At NCHFA, we provide safe, affordable housing opportunities to enhance the quality of life of North Carolinians. We are a self-supporting public agency that, since its creation by the General Assembly, has financed more than 310,700 affordable homes and apartments.

Residency: Must be a resident of North Carolina

Location: Remote/Hybrid allowed

Group: Finance- Servicing

The Finance group consists of the Accounting team, the Bonds and Mortgage Loan Accounting team, and the Mortgage Loan Servicing team. Mortgage Loan Servicing is responsible for servicing all Agency loans, with the exception of loans associated with its current and former first mortgage loan programs, which are handled by external servicers. Mortgage Loan Servicing responsibilities include payment processing, customer service, collections, lien releases, preparing subordinations and loan modifications, monitoring delinquencies. The team also monitors single-family properties for occupancy and monitors multi-family properties for adequate insurance coverage.

In loan servicing, you'll gain exposure to various types of non-traditional mortgage products. This diverse exposure can help expand your knowledge of the financial industry and provide you with a well-rounded skill set. Are you a loan servicing professional who would enjoy using skills to help North Carolinians achieve and sustain homeownership? If you are ready for a rewarding career at a dynamic, mission-driven organization that emphasizes life-work balance, apply today!

Grade / Salary Range: $85,450 - $106,315

Main Objective

1. Leverages loan servicing expertise to achieve departmental goals.

• Spends a significant portion of time performing senior level individual contributor tasks that may include analysis, review, and approval of end-of-day cash balancing, incoming call monitoring and analysis, analysis of quality control of loan servicing system data reports, key loan servicing production and exception reports, or in a support/back-up capacity due to team members' absences or training gaps.
• May supervise junior staff who perform tasks such as payment processing, customer service, multifamily insurance tracking, bankruptcy, occupancy and foreclosure, payoff quotes, or subordinations.
• Responsible for leading operational objectives and team projects.
• Acts as mentor to the team, ensuring deadlines are met and resolving issues related to daily payment processing reconciliation, loan level data quality, and borrower disputes regarding loan terms.
• Serves as a technical subject matter expert related to loan servicing policies, procedures, and business systems to provide support and resolution to day-to-day matters such as business system technical and procedural processing issues and borrower disputes.
• Analyzes the team's workflow, processes, and policies to develop and implement changes to improve operational efficiency.

1. Hiring, leading, and developing team members to maximize productivity and support the Agency's mission.

• Develops foundational management skills through experience, formal training, and mentoring. May supervise 1 to 2 direct reports.
• May supervise junior staff using established policies and management guidance.
• Acts as a role model and is learning how to set goals and manage the 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 and conducts performance reviews with guidance from management. Provides recommendations for decisions related to hiring, promotions, and terminations.

1. Operational controls and risk mitigation.

• Uses advanced knowledge and understanding of external loan servicing-related business systems such as PACER (Public Access to Court Electronic Records), County Tax and GIS (Geographical Information System), and Register of Deeds and learns internal systems such as FICS, HOS, MistrData, and Lien Release.
• Recognizes how new and updated loan servicing laws and regulations impact policies and procedures and makes recommendations for operational changes needed to comply using advanced ability to identify gaps in processes and make recommendations that increase utilization of system functionality, automate manual processes, or mitigate risk.
• Coaches direct reports and frequently shares knowledge related to loan servicing standards, systems, and regulations and trains others within the team.
• Uses advanced knowledge of the servicing system as a technical expert for the team and leverages expertise to perform tasks such as preparing advanced loan-level and process-oriented quality control analysis, loan-level portfolio reconciliations, and exception resolution.
• Acts as a liaison to the servicing system provider to obtain answers to questions regarding system functionality and to develop customized programming to enhance loan servicing processes.
• Provides guidance to other team members on servicing system navigation, report writing such as portfolio reconciliation and performance reports, and resolutions of complex issues related to payment processing and loan-level reconciliations.
• Uses broad knowledge and understanding of Agency lines of business systems such as MistrData, HOS, Lien Release, HPP, Fund Control, Navigator, Asset Management, and RPM to perform work.
• Uses advanced knowledge and experience to produce key performance dashboard reports that highlight Loan Servicing performance on key tasks such as payment processing, collections, lien release, and responding to electronic borrower inquiries for distribution to CFO, reconciling the loan level portfolio, recording cash transactions, and processing data imports to the loan servicing systems.
• Analyzes data and trends to detect potential workflow backlogs and process-related anomalies and implements resource allocation changes or procedural enhancements to prevent potential backlogs and mitigate risk.
• Develops written loan servicing procedures and ensures that current procedures are reviewed and align with actual process steps.

Education & Experience

Bachelor's degree in a related field such as business administration, finance, or accounting and 8+ years of experience in loan servicing or a related field is required. Will consider an equivalent combination of relevant education and experience.

Knowledge, Skills, & Abilities

• Advanced knowledge and understanding of loan servicing concepts, standards, and regulations.

• Advanced experience working with automated loan servicing systems and the ability to extract and analyze loan servicing data.

• Advanced understanding of basic financial concepts such as budgeting, cash to deposit reconciliations, and basic accounting concepts such as debits and credits.

• Strong ability to act as subject matter expert to the team and the organization.

• Experienced professional with advanced understanding of loan servicing concepts and standards, as well as advanced knowledge of industry practices and regulations such as Consumer Financial Protection Bureau (CFPB), Fair Debt Collection laws, and government insuring entity (FHA, VA, and USDA) servicing requirements that govern loan servicing processing.

• Excellent ability to multi-task and lead projects.

• Excellent leadership skills with team and with external partners.

• Intermediate to advanced working knowledge of Excel; intermediate knowledge of Microsoft Word, Outlook, and Teams.

• Excellent written and verbal communication skills, including the ability to speak and write in a professional manner.

• Excellent time management, problem-solving, and independent decision-making skills.

Salary: Salary is commensurate with relevant education and experience.

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

The North Carolina Finance Agency (Agency) is an equal opportunity employer. It is the policy of the Agency to prohibit discrimination and harassment of any type and to provide all employees and applicants for employment with equal employment opportunities in an environment free from harassment without regard to race, religion, color, national origin, ethnicity, sex, pregnancy, gender identity or expression, sexual orientation, age (40 or older), political affiliation, National Guard or veteran status, genetic information, or disability.