• Mortgage Contact Center Manager

    Job Locations US-MI-Grand Rapids
    # of Openings
    Full Time
  • Overview

    Lake Michigan Credit Union established in 1933 is one of the largest financial institutions in Michigan and one of the largest credit unions in the nation! For several years running, LMCU has earned inclusion as one of the 101 Best and Brightest Companies to Work For in West Michigan, Metropolitan Detroit and nationally!

    This award is based on key metrics like communication, work-life balance, employee education, diversity, recognition, retention and many others. This award recognizes our efforts to build a strong, sustainable business presence without sacrificing employee benefits, growth or wellbeing.


    As an employee, you'll enjoy a stimulating, professional atmosphere, supported by the latest technology, training and development. You will be encouraged to refine your existing skills in an environment of empowerment, gain new experiences, and progress to the limits of your own motivation. Our comprehensive benefit package for full-time employees includes health, dental, vision and life insurance, tuition assistance, 401(k) and pension plan options for retirement savings, paid volunteer time and paid time off that allows you to balance work and home life.


    Position Overview:


    The Mortgage Contact Center Manager directs, manages and supervises the mortgage Contact Center Staff in responding to customer requests and questions regarding service, products and account information. Analyzes and rectifies customer concerns using established procedures. Maintains policies and procedures ensuring consistent customer service and satisfaction. Handles the negotiation, mediation and communication to resolution of project issues to completion. Reviews policy and business practices for issues and resolves. Performs daily servicing functions including but not limited to the set up and audit of new loans, paying/tracking and set up pf of escrow items, processing loan payments and payoffs, updating/maintaining servicing system, and answering phone calls, emails and web chat.


    • Responsible for the accurate and timely processing telephone and web chat inquiry and requests. Responsible for Set up of hazard, flood and Private Mortgage insurance, and property taxes for all mortgage loans. Responsible for the accurate and timely processing of Closing packages. Responsible for the accurate and timely processing and system documentation. Responsible for the accurate and consistent servicing of telephone and virtual inquiry, requests and exceptions. Responsible to new employee placement and training. Supervises Call Center, web chat, new loan input, special processes such as modification for mortgage and subordination, and superior ability to review and approve partial releases with respect to daily duties, benchmarks, and goals. Responsible to supervise staff to log in daily and answer the phone, email and web chat queues as defined by Department and Company standards. Responsible to supervise staff for the daily system reports, payment applications, balancing, deposits and system maintenance. Works with Management to train staff to provide superior service in a professional manner to both internal and external customers.
    • Directs, manages and supervises with respect to call center inquiry, web chat and email inquiry, review/delivery of set up of loans; and set up of servicing as needed. Monitors staffing levels for adequate coverage of phones and daily duties. Responsible for the timely and accurate escrow analysis of escrowed loans to ensure compliance with Investor, Federal, State and Company guidelines. Superior understanding of critical documents (i.e. lien waivers).
    • Assists in overseeing superior follow through on customer, builder LO, processor requests and inquiries to a conclusion. Interact with, Loan Officers, Senior Management, Investors, Accounting, Foreclosure & REO, Service Release, Collections & Bankruptcy, Secondary Marketing and Compliance departments. Provides advocacy for the voice of the customer. Establish network of loan officers and title companies.
    • Responsible to follow through on customer, builder and other department requests and inquiries to a superior conclusion. Assists Director in creating and implementing department processes to improve efficiencies and enhance member experiences. Responsible for the accurate tracking of call email and web chat volume and trends, stats and ensures superior service level. Monitors the timely check in and image of all new loan products and security and the original Note as defined by Investor, Federal, State and Company guidelines. Responsible to log in daily and answer the phone, email and web chat queue as defined by Department and Company standards. Able to travel in surrounding areas to meet with vendors and attend contact center and mortgage servicing seminars and training.
    • Responsible for ensuring the department maintains compliance with all applicable federal and state laws, regulations and guidance, adheres to Bank policies and procedures and completes required training.
    • Associates should exercise consistency, equal treatment and fairness during the performance of their jobs. Each Associate will be held accountable for his or her Fair Lending responsibilities. In the event that Fair Lending deficiencies are observed or noted in the Associate’s job performance, that Associate will receive counseling and/or adequate training in an order to correct the deficiency. If the deficiency continues, the Associate may be subject to more severe action including employment termination.


    Preferred Education and Experience:

    • Three to five years of similar or related experience coupled with a college degree. 
    • Must have expert knowledge of Mortgage Servicing policy and procedures, and Investor, Federal and state compliance requirements.
    • Superior Knowledge of loan servicing and accounting procedures and systems.
    • Working knowledge of mortgage documents, terminology and investor/insurer requirements.


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