Supervisor, Satisfaction

The Supervisor, Satisfaction oversees responsibility for the department, problem solving for client and borrower inquiries or issues, tracking employee productivity and interfacing with external vendors. This role assists in the training and development of all staff and provides high level of internal customer service. The Supervisor must be knowledgeable in Satisfaction Document Supervisor responsibilities.

Responsibilities:

Supervises all departmental employees responsible for satisfaction processing, research and search request processing

Researches outstanding items and resolve problem items including but not limited to unsatisfied loans, missing assignments, returns from the county, incorrect endorsements, vesting issues, Presidential and OTS complaints

Keeps up to date on all regulatory requirements affecting the processing of satisfactions and releases

Completes daily reconciliation of Fidelity downloads to Rekon and maintain record of any discrepancies for audit purposes

Maintains documentation such as Power's of Attorney and vesting language

Ensures Rekon Administration requirements are current

Interfaces and acts as the contact for Rekon

Completes daily reporting to Senior Management on Satisfaction Department's previous day's production

Monitors employee productivity, taking corrective actions as needed and reporting to the department manager

Provides day to day support and training for staff members, interacting in a hands-on manner

Maintains up-to-day Policy and Procedures for all Satisfaction personnel responsibilities

Keeps the department manager informed of all issues or concerns that arise from the department staff, from other departments or from external parties

Participates in the hiring and firing decisions for direct reports

Participates/represents the satisfactions department, as required, in corporate initiatives

Assists in the continuing documentation of work policies and procedures

Maintains up-to-date Notary Public license

Meets departmental standards for processing time and accuracy

Performs all other responsibilities as assigned

Consistently complies with all company guidelines and policies

Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar's reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards Qualifications:

Bachelor's degree or equivalent work experience required

Must possess extensive knowledge and experience in satisfaction document requirements

2 to 4 years mortgage banking experience required with Satisfaction/release experience desired but not required

Knowledge of the regulatory requirements for satisfactions and releases

Demonstrated analytical and problem solving skills as well as the ability to manage multiple tasks and work within a deadline

Excellent verbal and written communication and interpersonal skills as well as the ability to work as a team member in a diverse workforce

Have a clear understanding of the chain of title documentation that is required by the counties and the satisfaction process

Must possess Excel spreadsheet and Word expertise

Desire to provide the highest level of service to clients and their customers

Excellent organizational, communication and interpersonal skills

Be able to work in a fast paced environment

Comprehensive and in-dept working knowledge of Fidelity, Rekon, specific clientprocedures and Document Custodian details

Must be knowledgeable of up-to-date county recording requirements

It is critical that you have an understanding of requirements under various state laws