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Job Title: Loan Administration Manager 4
Company Name: Wells Fargo
Location: San Antonio, TX
Position Type: Full Time
Post Date: 06/03/2020
Expire Date: 07/08/2020
Job Categories: Banking, Customer Service and Call Center, Finance/Economics, Financial Services, Government and Policy, Information Technology, Insurance, Military, Real Estate, Sales, Executive Management, Franchising
Job Description
Loan Administration Manager 4
Job Description

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message.  In order to receive text message invitations, your profile must include a mobile phone number designated as 'Personal Cell' or 'Cellular' in the contact information of your application.

At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

Consumer Banking is an industry leader in supporting homeowners and consumers in addition to operating one of the most extensive banking franchises in the country. We serve mass market, affluent, and small business customers; as well as provide home and personal lending. Our focus is on delivering an exceptional experience for our customers through financial advice and guidance coupled with providing the products and services that will help them realize their financial hopes and dreams.  We've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed.

Our Default Servicing team engages, understands and advises consumer real estate customers of available solutions to resolve mortgage delinquencies.

The Single Point of Contact (SPOC) team is seeking a Loan Administration Manager 4 to lead multiple production teams. This position requires an advanced communication skill set that will drive superior service to Wells Fargo's customer base. What is Single Point Of Contact? A Home Preservation Specialist (HPS) who is able to offer a complete set of home preservation products, and who is the primary contact for customers through the entire default process.

Single Point of Contact will deliver:

  • World Class Service
  • Hassle-Free focus on one-touch service providing solutions
  • Ownership
  • Reinforcement that the Loan Serving Specialist is the customer's primary go-to Point of Contact
  • No Surprises, Consistent, reliable and predictable service
  • Efficient and Effective Service
  • Anticipation of the customer's needs, proactive issue resolution

Key responsibilities will include:

  • Overseeing a team of Loan Administration Managers and Home Preservations Specialist teams
  • Analyzing service standards, market trends, and emerging issues to develop new business strategies
  • Ensuring overall compliance with government regulations and company policies
  • Financial and budget responsibilities including controlling expenses
  • Responsible for a call center environment that includes the understanding of call scheduling and call distribution
  • Providing high quality customer service to the customer
  • Meeting compliance and quality standards
  • Portfolio management performance
  • Providing expertise regarding strategy, operations/financial management and building organizational effectiveness/performance
  • Creating/implementing strategy to accomplish business objectives and to limit risk
  • Providing recommendations into long-term department and/or business line strategic plans
  • Formulating policies, procedures and methods which directly impact the business line and/or indirectly affect the entire company
  • Responsible for the management of 70+ Team Members
  • Ensuring overall compliance with government regulations and company policies

As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:

  • Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
  • Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.

**Office based position only.

Required Qualifications

  • 10+ years of experience in one or a combination of the following: customer service, loan administration, collections, or sales environment
  • 5+ years of management experience

Desired Qualifications

  • Intermediate Microsoft Office skills
  • Strong analytical skills including the ability to analyze financial metrics
  • Excellent verbal, written, and interpersonal communication skills
  • Ability to interact with all levels of an organization

Other Desired Qualifications
  • 5+ years of management in the financial services industry
  • 5+ years mortgage industry experience
  • Prior experience managing a multi-site operation
  • Skilled at providing strategic leadership and vision
  • Prior experience working in a high pressure environment with considerable scrutiny by internal and external stakeholders
  • Demonstrated ability to deliver high-quality impactful results
  • Prior experience managing Managers and/or Supervisors
  • Relationship management with internal and external business leaders
  • Prior experience reengineering processes and procedures to enhance and improve customer experience
  • Prior achievement in a production environment to include productivity, quality and financial targets
  • Ability to create a work place culture that attracts and retains high performing team members
  • Manages departmental functions by establishing operational controls and standards, monitoring ongoing operations and adjusting priorities to meet changing conditions, establishing and maintaining proper record keeping and reporting systems, and developing and administering department budget
  • Build a culture of high quality deliverables, and a service organization that is known for its responsiveness
  • Ability to identify key drivers of losses that will increase business profitability
  • Prior experience working to uphold superior compliance/quality that is in line with government regulations and company policies
  • Demonstrated understanding of the credit life cycle to include underwriting approval processes through to collection and work out situations
  • Experience managing a group larger than 70+ team members
  • Demonstrated excellence at developing sound operational processes, and when needed, evaluating and enhancing existing processes
  • Ability to understand investor requirements/guidelines

Job Expectations

  • This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.

Street Address

TX-San Antonio: 4101 Wiseman Blvd - San Antonio, TX


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

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Company Name: Wells Fargo
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