Umpqua Bank Mortgage Loan Servicing Supervisor in Spokane, Washington

In this role, you will supervise the activities of assigned Home Lending departments, in operations, fulfillment, support staff and servicing roles, including personnel and coordination of department functions. You will promote Umpqua's vision and culture throughout the organization and community.

Functions

  • Responsible for departmental functions and activities to ensure smooth flow of work and quality results. Keep abreast of recent guidelines and policy changes to ensure information is communicated to associates on a timely basis.

  • Provide ongoing support, communication and conflict resolution for department and production associates. Responsible for maintaining effective relationships with sales associates, internal processing and fulfillment associates, operational groups and servicing teams to ensure activities are executed as required by Bank, Investor, and regulatory compliance guidelines.

  • Contribute directly on occasional transactional activities to resolve complex or rush situations. Foster trust and support with sales partners and other department supervisors to ensure strong escalation resources and collaboration for conflict resolution and positive solutions.

  • Assist in researching findings for rebuttal responses to audits, compliance reviews, repurchases, or internal QC reviews.

  • Responsible for selection, development and performance of staff. Manage performance on key Bank, Division, and Department initiatives and in accordance with productivity, quality, behavioral and cultural standards. Responsible for coaching, mentoring, and training others; teach coursework as subject matter expert. Ensure staff is up to date on required training.

  • Identify opportunities for continuous improvement and areas for training. Facilitate customer-centric behaviors and a superior customer experience.

  • Demonstrate compliance with all bank regulations that apply to your position, and keep up to date on regulation changes.

  • Maintain working knowledge of our policies and procedures regarding the Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations that apply to your position.

Supervisory Responsibilities

  • 5-9 employees

Qualifications

  • High school diploma or GED required.

  • 5-8 years of mortgage lending, processing, underwriting, closing/doc preparation, funding, title, escrow, loan servicing or related experience.

  • 1-3 years of experience in mortgage lending supervision or leadership role of processing, closing/doc preparation, or funding associates, support staff or servicing with group sizes from 5-10 associates.

  • Knowledge of specific agency guidelines and procedures, including an in-depth understanding of loan processing, servicing and risk analysis as it applies to the overall mortgage life cycle.

  • Knowledge of specific functional area, such as Quality Assurance, Help Desk, Training, loan servicing, and/or Project and Research.

  • Possess excellent mathematical, analytical, and organizational skills, with strong attention to detail and problem-solving skills.

  • Possess excellent verbal and written communication and personal interaction skills, with ability to work effectively with individuals and groups across the company to manage internal and external customer relationships.

  • Ability to maintain composure and manage and resolve conflict while meeting deadlines in a high-pressure environment.

  • Proficient with personal computer and related software packages, including MS Office Word, Excel, Outlook, and PowerPoint, SharePoint, plus automated underwriting systems and LOS, and other business machines.

Physical Requirements and Working Conditions

Work involves:

  • sitting

  • walking

  • lifting up to 25 pounds.

  • Occasional travel

No relocation offered.

About Us

We do things a little differently here at Umpqua. Our retail stores serve as community hubs, our associates are given up to 40 hours of volunteer time each year, and we're never satisfied with the status quo. It's no wonder we've made "Fortune's 100 Best Companies to Work For" eight years in a row. But greatness has no finish line, so we continue every day to keep people at the center of everything we do. We focus on building relationships, understanding our customers' needs and connecting to people in new and innovative ways -- always staying true to our mission of providing personalized banking for all people, whenever and however they prefer to bank.

Umpqua Bank is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, or disability. We maintain a drug-free workplace and may perform pre-employment substance abuse testing.