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Default Loan Servicing Manager


This is a Full-time position in Tempe, AZ posted April 30, 2021.

Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2020). In the Americas, we re 13,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, developing positive relationships built on integrity and respect. It s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. We re a team that accepts responsibility for the future by asking the tough questions and owning the solutions. Join MUFG and be empowered to make your voice heard and your actions count.


Reporting to the Servicing Director, this person has responsibility for the direct management of the following customer facing areas within the Residential/Consumer Lending Default areas: Collections, Loss Recovery, Loss Mitigation and the Mortgage Assistance Group (MAG). Manage, train and develop personnel who are responsible for performing customer facing activities based on their respective role. Audit collection/process related activities, ensuring staff are in compliance with all Union Bank, Investor/Insurer and agency regulatory policies and objectives. Recommend workouts programs, develop contact strategies, facilitate the Call Quality program, design and implement process controls, assist with internal and external audit reviews and request charge-off of loans in accordance with Union Bank, Investor/Insurer, and government agency requirements. Monitor daily/weekly/monthly reports and provide direction to staff to ensure departmental productivity standards, delinquency and loss goals are achieved. Additionally, work closely with other departments within Residential/Consumer Lending Servicing including, but not limited to: Foreclosure, Bankruptcy, Customer Service, Financial Processing, Investor Reporting, Credit Risk, Compliance and Legal to develop/update and implement policies and procedures that ensure compliance with AGENCY guidelines.


This position is responsible for the management of a staff of 8 – 15 employees and will be directly accountable for the following: interviewing, hiring, performance management, training, call quality/quality assurance coaching, writing and delivering semi-annual performance appraisals, compensation changes, promotions and transfers, delegating assignments, termination of employment, oversight of work, handling/resolving customer escalation matters, workload management and ensuring a safe/professional working environment.

Major Responsibilities:
  • Manage the training and development of staff in accordance with bank-owned or Investor guidelines, policies and procedures.
  • Develop and maintain current policies and procedures to meet both Investor and Union Bank guidelines.
  • Based on monthly call quality reviews review results, ensure feedback is delivered to employees in a timely manner, perform monthly reporting of results and develop training materials to address performance opportunities.
  • Ensure all training programs, compliance and regulatory certifications and development courses are completed as scheduled.
  • Establish and track key performance indicator criteria to measure performance.
  • Provide leadership and direction to users and staff in presenting ideas, obtaining concurrence and commitment, and resolving conflicts associated with projects and daily tasks.
  • Support the acquisition of Mortgage Servicing Rights to guarantee a seamless client experience.
  • Determine the most effective organizational structure and specific responsibilities within that structure for the department.
  • Responsible for maintaining reports to ensure business objectives are met and critical operational risks are mitigated.
  • Evaluate staff s performance and help them improve their project management skills. Prepare staff appraisals, conduct evaluation and counseling sessions, recommend merit increases and promotions, conduct interviews with potential candidates and terminate staff as needed.
  • Develop and implement projects targeted to improve Consumer Lending Management s performance and productivity. This includes determining feasibility of continuously improving and automating the Bank s consumer lending processes for efficiency.
  • Manage departmental customer/agency escalations, identifying appropriate resolutions to ensure a positive customer experience, or referring to the Customer Resolution team as appropriate.
  • Review existing business practices within Default Management for efficiency, effectiveness and applicability to ensure compliance with required bank-owned and Investor regulations and requirements. This could entail working with internal and external business partners.
  • Maintain knowledge of the processes required for Investor reporting, hardship workout programs, and collection, foreclosure and bankruptcy requirements, including ensuring Investor tools/applications are current and fully utilized by the business.
  • Ensure the development, training and implementation of any assigned initiatives are performed within established timelines and budget.
  • Identify and implement opportunities to gain efficiencies within assigned department. Design new processes to meet changing regulatory needs.
  • Confer with Director, division managers, department managers and staff on a daily to weekly basis. Interface with auditors and ensure that the controls and processes in the operations will meet audit requirements.
  • Review and approve workout referral recommendations, appeals and monitor critical milestones (e.g. repayment plans, modifications, Short Sales, DIL, forbearance, first legal, notice of sale, etc.), thus ensuring they meet departmental, Investor, FHA, VA and regulatory standards. Provide staff training on bank and Investor Owned Loss Mitigation retention and liquidation options/requirements.
Additional Responsibilities:
  • Complete daily/weekly/monthly reporting requirements and assist the Residential/Consumer Lending Servicing Director with various monthly reporting responsibilities, such as investor, regulatory and internal reporting.
  • Manage the reporting and execution of daily calling campaigns through Union Banks dialer environment.
  • Complete monthly charge-off process and subsequent charge-off exception reviews. Understand industry standard monitoring and control structures.
  • Prepare audit responses, special project reports and project implementation reports.
  • Assist the Residential/Consumer Lending Servicing Director in formulating the long range financial plan proposal based on current and anticipated growth rate, staff development and changes impacting the department.
  • Complete ad-hoc assignments and perform various duties assigned by the Director in their absence, including acting as the point of contact.

Education and Experience

  • This position requires a BA/BS degree in Finance, Accounting, Business or a related field.
  • 5 to 7 years of experience Loan Servicing experience within a bank/financial or mortgage institution, with a focus on GSE, FHA or VA servicing, along with a minimum of 3 years of supervisory experience.
  • Experience in servicing a real estate secured portfolio within the Mortgage Servicing Platform (MSP) is highly recommended.

Knowledge, Skills, Abilities:

  • Superior knowledge of GSE, FHA and/or VA guidelines related to Collections and/or Loss Mitigation activities.
  • This position requires excellent organization, planning and interpersonal skills.
  • The ability to effectively delegate tasks and responsibilities to the appropriate individuals and instill a sense of confidence both within and outside of the department by effective leadership is required.
  • A thorough knowledge of the performance appraisal process, employee development and the hiring and termination process are required.
  • Strong organizational, critical thinking and problem solving skills are required.
  • Excellent verbal and written communication skills, experience in automated dialer environment and proficiency with Microsoft Applications, such as Word, Excel, Access, Project, Visio and PowerPoint, are highly recommended.
  • Must have ability to write complex Excel formulas and create pivot tables.
  • Must have the ability to create executive level PowerPoint presentations.

The above statements are intended to describe the general nature and level of the work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it s the bank s policy to only inquire into a candidate s criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.