Title: Project Manager (Mortgage Servicing)
Work Location: Charlotte, NC (Hybrid)
Interview: 2 interviews 1st -Video conference interview 2nd onsite in Charlotte office.
Top Skills
- Mortgage servicing experience.
- Finance background/understanding
- Proficient in all Microsoft applications Word, Excel (Formulas, VLookup, Pivot tables), PowerPoint and Planner as well as JIRA and Teams
- Outstanding problem-solving and troubleshooting skills with a strong attention to detail and very organized.
- Must have excellent communication skills - written and verbal;
- Proactive go-getter take ownership, self-starter autonomous worker who will take initiative but can work well collaboratively.
- PMP certification a plus but not required.
Position Description
The Mortgage Servicing Oversight (MSO) Project Manager will lead or assist with MSO projects, process improvements, team-wide procedure oversight, vendor application management, coordination of loan sales and other key initiatives within MSO. This role is responsible for identifying and supporting remediation of any operational gaps, with an emphasis on sustained and enhanced customer experiences. The ability to effectively interact with leadership and business line leaders, including but not limited to IT, key vendors, Compliance, Legal, and Customer Relations, is required. Problem resolution and organizational skills are key components of this role.
The Project Manager role may also assist with Quality Control and Legal Requirements Monitoring, primarily in a vendor oversight role, but some hands-on testing may be needed due to team capacity. In this role, experience with the mortgage servicing processes is required.
Job Responsibilities
- Serve as support between Ally and Subs ervicer for all MSO initiatives, working closely with Capital Markets Leadership and key support partners, to ensure timely and accurate implementation
- Work and collaborate with Legal, Sourcing, and leadership on contract reviews and statement of work (SOW s)
- Utilize MS Word and Planner for procedure creation, maintenance, and adherence as it relates to roles and responsibilities impacting Mortgage Servicing, inclusive of ensuring proper Legal and Compliance review and non-objections obtained, when applicable.
- Attend, schedule, and facilitate meetings, assign takeaways, and track progress statuses, as needed to support business operations and project initiatives
- Assist manager in preparing executive updates on all programs and projects to keep the leadership and management teams well informed
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- Oversight of sub servicer performance specific to customer impact and experience
- Customer survey (CSAT) management, facilitation, feedback, and resolution,
- Customer complaints overview and escalation monitoring
- Analyze and report on key customer experience outcomes from sub servicer
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- Develop/review/manage project plans and issues & risks, drive issue resolution, allocate and direct other resources to accomplish project tasks, and maintain control over the project(s)
- Perform other duties and assignments as required, inclusive of other Mortgage Servicing Oversight and Operational responsibilities as the need arises based on role transition or for backup purposes.
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Qualifications: Education:
- Bachelor s degree (or equivalent experience)
- 5+ years in project management (or equivalent experience)
- Experience in related Mortgage discipline (Servicing, Origination, Customer Service)
- Ability to manage projects that span from small to large scale in size and complexity
- Ability to thoroughly understand the business issues surrounding each project
- Ability to act as the primary interface between business sectors
- Ability to manage project issues and conflicts and deliver projects within budget and scope.
Skills:
- Strong analytical capability and intellectual curiosity to seek continuous improvement through data-driven solutions and customer-oriented resolution
- Proven oral and written communication with strong emphasis on grammar and strong desire to provide exceptional customer experience
- Must be confident and highly credible via email, over the phone, and in person.
- Ability to multi-task between various projects and use strong analytical skills to think about a range of initiatives on different levels
- Effectively work with co-workers by sharing ideas and a constructive and positive manner.
- Excellent interpersonal and communication skills (personal, written and presentation) and work cross-functionally with business, IT staff, and other support partners
- Demonstrated ability to build effective working relationships with multiple levels of management
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