CUSTOMER SERVICE/ESCROW ADMINISTRATION MANAGER

Union Bank of CaliforniaInvest in your career. Invest in your future. At Union Bank of California, our people are our greatest asset. We are one of the largest banks in California with a longstanding reputation for professional training and career development. In addition to investing in our employees, Union Bank has established a generous community reinvestment program that works to uplift communities and watch them grow. We invest in a diverse workforce as our employees come from many different backgrounds, bringing with them different experiences and perspectives. Become part of a team where community, diversity, and exceptional service are part of everyone’s job. Invest in you! Manage and direct all functions related to consumer and residential  loan customer service. Ensures the timely and efficient processing of all customer correspondence, credit reporting and corrections, residential and consumer insurance maintenance, residential tax monitoring, residential ARM adjustments and notices, loan assumptions, and any other related processes.  Maintains bank standards for responsiveness to customers through the ACD system.  Ensures loan integrity and security through adherence to bank policies, investor requirements, state laws & federal regulations. Major ResponsibilitiesManage and maintain a highly motivated, qualified staff by selecting, training, counseling, evaluating, rewarding and recommending promotion of subordinates.  Exercise full managerial direction to assigned staff in accordance with established company policy.  Recommend necessary action to be taken on declining performance employees.  Interview, select and recommend new hires for the Department. Prepare, produce and monitor action plans.  Develop and administer job performance standards to evaluate performance and/or to determine necessary action that may be required. Develop and implement service level standards and monitor for results.Ensure that target productivity levels, departmental goals, and service level standards are achieved and maintained. Manage the development and execution of both strategic and tactical initiatives, which focus on achieving service level standards and superior customer service.  Manage the development of annual budget for assigned areas, and ensure operations are within the financial guidelines of the budget.  Approve financial processing entries, check disbursements, and other expense and credit related transactions as necessary, within corporate authorized guidelines. Recommend, develop, and implement policy and procedural changes that affect functional areas of responsibilities to ensure uniformity, efficiency and effectiveness.Interpret and ensure full compliance with bank policies and procedures, and all applicable state and federal regulations. Oversee and manage all customer service calls, correspondence, research and credit disputes.  Ensure timely processing within RESPA and REG Z guidelines, monitor and control the ACD system to ultimately provide the best quality customer service. Oversee the underwriting activities of all loan assumptions to ensure compliance with associated policies and procedures.  Oversee the timely completion and accuracy of all assumptions and other related portfolio support functions. Oversee taxes and insurance activities, ensure prompt payment of taxes to minimize penalties, ensure appropriate action regarding delinquent taxes and the recovery of impound overdrafts, and ensure protection of bank collateral on impounded and non-impounded loans.  Oversee escrow analysis and/or manual impound analysis processes.  Review and select vendors that provide tax and insurance information and services.  Ensure the compliance of all insurance, tax, and analysis functions with federal, state and investor guidelines. Effectively manage outside providers of tax services, flood determinations, forced ordered insurance, optional insurance, and coupon books. Requires comprehensive knowledge of current investor loan servicing requirements (FNMA, FHLMC, Private Investors); state and federal regulations pertaining to real estate lending and consumer loans; familiarity with multi-state legal document and title insurance standards and requirements. Such knowledge would typically be acquired with 10 or more years of progressively complex responsibilities in the loan servicing environment (real estate, consumer). Requires 8-10 years managerial experience preferably in the areas of consumer and real estate loans customer service, escrow account management, insurance, and taxes. Requires excellent oral and written communication skills, good organizational skills, thoroughness and neatness, project management expertise, and excellent ability to handle multiple tasks and deadlines.   Requires Bachelor’s degree from a four-year college or university in Business or Finance or equivalent job experience. This position manages several departments through other supervisors/managers.  Union Bank of California offers a competitive compensation and benefits package including a 401K plan. Pre-employment background screening is required for all positions. Union Bank of California is an equal opportunity employer.