Servicing Program Manager - Temporary/Remote
Flagstar Bank N.A

Job Info

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Job Summary
The Servicing Program Manager primarily provides strategic initiative support to Performing Servicing business divisions. Experienced in operational processes (high level of awareness on handoffs between multiple business units and technology teams), assesses current state of controls & risk, develops & recommends updates to business process and tools with changes that align with regulatory or investor requirements then collaborates with the applicable business units on implementation steps. Responsible for planning and executing a variety of programs, such as complex process improvement & redesign and change management. Drive the defining, analyzing & documenting of requirements and developing test plans and seeing those requirements are executed as planned, on time.

Pay Range: $71,600.00 - $87,947.00 - $132,600.00

Job Responsibilities:

Gathering Requirements - Responsible for the review, analysis, and modification of the overall operational processes relating to mortgage servicing functions or special projects such as acquisitions. Identify what the business unit current process consists of, observe the actions the end user is taking and actively listen to what the desired goal is. You will be driving the effort to assessing the business case, planning and scoping of effort and resources needed and eliciting detailed requirements across multiple channels & environments (i.e. mail processing, system updates, documentation, communication and requisite notices).

Play a key role as part of a project team to deliver solutions that are cost effective, sustainable, and meet business requirements, while keeping compliant with government regulations and investor guidelines. Collaborate with technology teams on system solutions options.

Requirements Management - Translating and simplifying requirements then recording and managing the communication of those requirements.

Coordinate development efforts - Design, plan and test items ensuring all deliverables fulfill requirements and are appropriately documented. You will be working closely in cross functional technical teams comprised of business analysts, developers, DBAs, architects, etc.

Champion communication and documentation - Consistent, clear and concise written communication and procedure-based documentation during the integration/implementation of programs/services/initiatives with cross functional business partners. Timely and accurate completion of questionnaires, due diligence and status documents. Responsible for keeping procedures, user guides, and other departmental documentation up to date.

Subject Matter Expert-Level Support - Key stakeholder on implementation of new and revised systems, policies and guidelines which have a significant impact on the department or functional area by evaluating processes for risks and compliance to regulatory/investor requirements. Experience with third party vendors and compliant vendor management processes. Including agreement, statement of work and or addendum review, redline, negotiation and approval.

Adhere to all REGULATORY AND COMPLIANCE issues linked to the job and the team and understand how these issues help the bank achieve the vision of remaining an independent bank. (required for all positions)

Staff member is expected to consistently adhere to regulatory and compliance policies and standards linked to their job as listed. Staff member will not repeatedly act in a manner signifying intentional or willful noncompliance, nor exhibit gross negligence or a general disregard for compliance and regulatory standards. Staff member must ensure compliance with applicable federal, state and local laws and regulations. Staff member must complete all required compliance training on a timely basis. Staff member will maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures. Staff member must take responsibility to keep up to date with changing regulations and policies.

Job Requirements:

• Bachelor's degree or 5 years' comparable work experience in mortgage servicing or compliance
  
• Process improvement experience or procedure/regulatory documentation within mortgage servicing or similar business.
  
• 2-3 years in one or more of the following: servicing operations, business consultant, implementation or project management.
  
• 5-10 years of experience in technical writing - Mortgage Servicing technical writing preferred.
  
• Experience with servicing systems, including MSP and Black Knight suite of applications preferred
  
• Working understanding of risk, compliance and regulatory & investor requirements
  
• Experience with various software such as Visio, SQL and OneNote, or other project management software
  
• Experience with private label servicing or co-branding strongly preferred
  
• Strong problem solving & strategic thinking skills with the ability to identify problems and recommend solutions
  
• Exceptional written and oral communication including facilitation & summarization skills to drive action and results
  
• Must be highly organized and have a strong attention to detail including the ability to create and maintain documentation
  
• Ability to work with, lead and consult with all levels in the organization up to and including executives
  
• Have an innate ability to understand very complex processes and systems, immediately and intuitively understanding how they work and how they can be improved
  
• Adjusts positively to quickly-changing priorities and shifting goals
  
• Ability to interact professionally with a diverse group: executives, managers, vendors, and investors
  
• Strong ability to work with a sense of urgency in a fast pace environment
  

Internal Use Only: Job Band E

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