Loan Servicing Supervisor - Borrower Defense

JOB DESCRIPTION:

We’re seeking a dynamic leader to supervise our staff and provide a high standard of employee performance. You will guide a team through satisfying the requirements of MOHELA’s USDS contract through the implementation of requirements pertaining to reporting and reconciliation.  A strong understanding of FSA’s financial requirements, servicing system activity and transactions, and loan servicing flows is imperative.  This position also requires audit participation and response and procedure and financial data retention.  This position requires routine compliance with the maintenance of program regulation review through the strategic use of MOHELA’s various systems, keeping current with and accurately interpreting the program rules and regulations and the effective use of certain designated quality control standards and assisting with department modifications of procedural documentation.

Essential Job Functions:

• Supervision of Staff Training & Development – Provide direction to and supervise reporting and reconciliation staff including hiring, assigning tasks, monitoring quantity and quality of work performed, and on-going training of staff. Prepare and deliver annual performance appraisals.  Develop performance metrics.  Provide feedback to staff.  Work with staff to identify development opportunities and benchmarks for improvements. 
• Audit Participation – Provide support to internal departments with regard to audit, review, and oversight inquiries and corrective action plans.  Prepare responses to questions and findings and implement appropriate changes.  Review and submit PBC Audit items as required.  Resolve variances and adjust the appropriate PBC files as necessary.  Actively participate in the review and approval of process flow charts, risk matrices, and any other documentation submitted to FSA.
• General Ledger Maintenance – Ability to maintain and report on the General Ledger for the Direct Loan portfolio. Must also understand how cash and non-cash transactions affect the General Ledger. Manage the daily cash receipts and processing.
• FMS Reporting – Must have strong understanding of USDS financial requirements. Reconcile accounts and loan programs as required by Federal Student Aid. Resolve variances. Report accurately, timely, and completely to FMS as required by FSA.
• Internal Compliance - Assure and maintain program compliance through the strategic use of MOHELA’s various systems, accuracy in interpreting Title IV program regulations and policies and the effective use of certain internal control standards. Oversee the development/modification of internal and external procedures for the department. Develop and maintain weekly, monthly, quarterly and other financial and compliance reports for management as requested.
• Internal Control - Assist with establishment and maintenance of internal control policies to assure that all assets are protected and accounts are treated accurately. Review current procedures within the department on a regular basis to ensure a strong internal control structure is maintained.
• System Testing and Inter-System Testing – Participate effectively in testing of all financial systems necessary for Federal Asset Accounting to service Federal-owned student loans.
• Departmental Function - Demonstrate strong commitment to exceptional customer service and leadership among peers. Demonstrate strong commitment to a team environment and a client focus. Demonstrate well-developed verbal and written communication skills. Ability to develop an independent viewpoint and present a compelling business case to support recommendations. Possess sound judgment and financial and reasoning abilities. Exhibit strong drive for results and success; convey a sense of urgency to achieve outcomes and exceed expectations; persist despite obstacles, setbacks and competing influences. Ability to develop and maintain relationships with key business partners by building personal credibility and solid trust. Ability to self-motivate and self-direct. Possess strong time management and organizational skills. Ability to gain access to and cultivate strong relationships. Examine policies and procedures for servicing improvements while maintaining/decreasing servicing costs and submit possible solutions to management for approval. Create training material for internal and external customers to enhance customer service staff’s understanding. Maintain records pertaining to the volume, productivity, and quality of all workflows. Communicate effectively with all internal and external agencies contracted with MOHELA to automate as much of the process as possible. Organize and maintain various databases such as EXCEL, ACCESS, and SharePoint to maintain and improve quality and efficiency of servicing in a third-party consultant role. Expertise in using MSOffice programs.
• Analysis/ Problem Identification and Solution – Identify problems or opportunities for improvement by analyzing reporting and observing completion of servicing tasks. Gather all relevant information, organize information, and identify trends. Provide options for solutions; implementation of process improvements to increase quality and efficiency.
• Collaboration – Build rapport with department staff and peers, interdepartmental staff and management and work together to document business requirements for process improvement initiatives, reporting, and other projects.
• Project Planning and Management – Manage multiple projects as the project lead. Identify and document the project scope, internal and external resources needed for project tasks, timelines for implementation and if applicable, cost. Communicate progress and hurdles on projects with Executive Management.

MINIMUM REQUIREMENTS:

• Education: Bachelor’s degree in accounting, finance, business or related field. Additional equivalent experience above the required minimum may substitute for the degree.  
• 3+ years of monetary/reconciliation/reporting experience with a financial institution, secondary market, loan guarantee agency, or educational institution acting as a lender is required. Demonstrated strength in operational and financial analysis using manual and computerized methods. Knowledge of systems and practices commonly utilized in the occupation of a financial services organization.
• 3+ years of experience within the student loan industry with a minimum of 2 years in a leadership role.
• Prior experience within operations involving subject matter expertise on focused items.
• Ability to analyze complex functions and apply prior subject matter expertise towards problem solving for efficiencies tied towards agent production.
• Must have the ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Must have the ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
• Strong verbal and written communication skills accompanied by leadership, human relations, organizational and time management skills
• Clear ability to work independently and to consistently and effectively complete projects with minimum supervision
• Demonstrated ability to interpret financial loan data such as payment histories and credit reports while maintaining confidentiality 

PREFERRED QUALIFICATIONS:

• Prior involvement with handling external FSA client facing discussions
• Preference will be given to candidates who are local to Chesterfield, MO