Cashiering Manager

The Cashiering Manager supports customers by processing loan payments, payoffs, and account maintenance, and entails management of accounting and reconciliation of mass data associated with payment processing from a vendor and individual level for multiple general ledger and clearing accounts. The cashiering function ensures proper application of all incoming payments through the various payment options established by the company. This will include Payoffs, ACH payments, wires, lockbox payments, online payments, and manually posted payments. Manages a centralized cashiering staff and credit reporting. This position leads and mentors staff to work effectively and follow credit reporting operational and regulatory compliance.

This is an on-site role located in Tempe, AZ.

Responsibilities

• Manage the operations of the cashiering department
• Analyze team results and provide reporting to senior management including aging, volumes, performance trending, and any issues that affect current or future production trending data.
• Ensures proper application of all incoming payments through the various payment options established by the company.
• Oversees the completion of the payment processing functions and the distribution of cash processes daily
• Maintains accurate records of each function with the cashiering department and ensures these functions are in line with state and agency requirements
• Loans in the mortgage servicing portfolio must be serviced according to investor requirements and that accurate accounting and reporting records are maintained.
• Establishes procedures for cash and ensures the proper controls are in place
• Reports to government agencies as required.
• Keeps informed on government regulations pertaining to loan servicing
• Manages all aspects of the in-house lockbox operations through the cashiering department
• Ensures all borrower funds are disbursed accordingly following payoff or loan removal
• Perform quality control reviews as needed.
• Manage staff metrics; establish and regularly monitor staff productivity and quality through productivity models and business line testing
• Guide a team to research, analyze, and decipher corrections to borrowers’ credit reports, which may result from a task, email, or direct dispute.
• Act as a liaison between credit bureaus, borrowers, clients, and other applicable entities to ensure timely resolution of credit corrections and appropriate organizational response.
• Familiarity of eOSCAR and corresponding credit bureau resources to guide needed corrections and/or respond to borrower or client requests.
• Remain current on regulations and trends concerning the credit reporting industry.
• Manage special projects from clients to ensure their loans adhere to Credit Reporting Agency guidelines.
• Other duties as assigned.
  
  

Expectations

• Perform all actions in accordance with the company's Mission, Vision, and Convictions.
• Manage the department to meet or exceed department productivity, production and/or financial metrics.
• Provide a “WOW” experience and effectively communicate with associates, clients, partners, and vendors via phone, written communication, and/or in person.
• Set clear expectations for associates and support their personal and professional growth through one-on-one meetings held on a semi-monthly or more frequent basis and annual performance reviews with all direct reports.
• Address performance issues in a timely manner and document incidents.
• Anticipate staffing issues, plan for staffing changes in advance, and complete recruiting activities monthly for branches, or as needed for departments, in order to hire high-quality associates to fully staff the team.
• Host regular and timely communication with associates.
• Understand the responsibilities of production and operations and act as a liaison between functions to develop collaborative team relationships so that loans close on time, as promised.
• Maintain basic knowledge of the company’s HR, Onboarding, Payroll, and Accounting policies and systems, and proactively consult the applicable department when dealing with issues.
• Exude a positive attitude, mentor associates, and set a good example (this includes appropriate dress and demeanor).
• Perform all actions in accordance with the policies and procedures of the company.
• Have knowledge about the company’s mortgage processes and products in order to answer questions and support staff.
  
  

Skills/Knowledge/Abilities

• 5 years of progressive experience in loan servicing for mortgage banking, or an equivalent combination of education and experience
• 1 - 3 years of management experience
• Experience with Black Knight/MSP Loan Servicing Software a plus
• Knowledge of state and federal laws and regulations applicable to mortgage and consumer lending with considerable knowledge of loan servicing practices
• Analytical ability sufficient to apply data and information to the solution of administrative and operating problems
• Considerable knowledge of workflow processes, staffing needs, and operational costs in a collection operation
• Leadership and management skills with the ability to motivate, mentor, train, coach, evaluate performance, and lead a multi-functional staff in a fast-paced, dynamic environment
• Ability to work independently with minimal direction and to meet deadlines
• Demonstrated ability to read, interpret, and analyze accounts and records of a complex, detailed and recurring nature
• Analytical ability sufficient to apply data and information to the solution of administrative and operating problems
• Ability to prepare an operating budget, anticipate and explain variances
• Ability to work collaboratively with peers, company managers, and customers in a team environment to attain common goals
• Analytical and mathematical ability sufficient to calculate and evaluate performance metrics and apply them to increased efficiencies and the solution of administrative and operating barriers
• Ability to communicate effectively both in writing and orally, in person and by telephone, with all levels of the organization and with external customers. Strong instructing and advising skills. Demonstrated ability to provide excellent customer service
• Ability to enter and extract data from a computer database. Ability to locate data in a computer database for the purpose of researching and resolving customer inquiries
• Ability to maintain strict confidentiality
• Considerable knowledge of and ability to use automated accounting systems; ability to use personal computers, peripherals, business software, and applications specific to organizational needs
• Must be comfortable working in a start-up dynamic environment
• Exercise good judgment and strong character, motivated, hard working.
• Ability to work well with fellow associates, clients and vendors.
• Good communication skills. Neat, clean, healthy work habits.