Mortgage Servicing and Closing Manager
Tullahoma, TN 
Posted 3 days ago
Job Description
Mortgage Servicing and Closing Manager
Category Real Estate
Job Locations US-TN-Tullahoma
Job ID 2020-2271
Type Active - Full Time Salary
About Us

Ascend is the largest credit union in Middle Tennessee and one of the largest credit unions in the United States, with approximately $2.5 billion in assets.  With an occupation-based field of membership, Ascend is focused on the expansion and diversification of the select employee groups it serves, which creates greater security for the credit union and its member-owners.  Approximately 650 employees serve more than 207,000 members from 28 Middle Tennessee locations and the Corporate Headquarters. 

Ascend recognizes that its employees are critical to the credit union's sustained success and future growth. Our employees are the face of the credit union and their personal successes fuel the success of the team. Through collaboration between employees, management, our membership and our Board, we fuel an engine that propels the credit union forward.

What We Offer

Thank you for your interest in a career with Ascend Federal Credit Union! Being employed by Ascend is vastly different than just holding a job. The credit union prides itself on providing employees rewarding career opportunities, competitive benefits and a unique work culture. The credit union's commitment to its employees is fostered by its commitment to the member-owners, ensuring dedicated and engaged employees to serve the membership. Ascend's vision to be the most loved credit union in our market by employees and members alike has earned the credit union distinctions including Federal Credit Union of the Year (NAFCU, 2015), Best Credit Union to Work For (2016, 2017, 2018 and 2019) and Training Top 125 (2015, 2016, 2017, 2018 and 2019).


Ascend offers a GREAT Total Rewards Package Including:

    Competitive compensation
  • Culture that prides itself on promoting from within
  • Bonus potential
  • 100% Company paid medical premiums and long term disability (Full-time)
  • Company paid life insurance and AD&D
  • Impressive 401(k) match program
  • Voluntary programs such as dental, vision, additional group term life, accident, cancer, short term disability and critical illness coverage (Full-time)
  • Paid Time Off that accrues based on length of service
  • Tuition assistance
  • Ten paid holidays each year (Full-time)

Ensure accurate and timely servicing of AFCU's mortgage loan portfolio; oversee the production of documentation relating to closing and servicing mortgage loans. Serve as the primary liaison with FICS regarding the Mortgage Servicer loan servicing program and determine how to best use available functions. Serve as an additional administrator and liaison with DocMagic related to preparation of closing documents. Ensure loan documentation and processes are in compliance with state and federal laws, regulations, and AFCU policies and procedures by participating in Compliance Committee meetings; keeping forms, procedures, and manuals current; ensure department activities run smoothly and efficiently; provide leadership, training and supervision within the department; and provide a high level of member relations and service.

  • Work closely with financial centers and mortgage personnel to promote communication, and to ensure quality service delivery throughout the credit union, as well as with members.
  • Host regular mortgage servicing meetings to discuss improvements and resolve issues.
  • Develop and maintain work flows for the file documentation, storage, and collateral management. Ensure optimum staff levels for each stage.
  • Direct loan input (system boarding) and verification procedures for all loans. Ensure proper segregation of duties.
  • Direct the duties of the Loan Closers, insuring that all loans are closed in a timely and compliant manner based on established procedures and guidelines.
  • Oversee loan file structure and documentation processing procedures.
  • Maintain and demonstrate proficiency with loan software applications. Work with system providers to utilize applications to fullest capacity, streamlining processes and procedures, ensuring accuracy and compliance.
  • Analyze, prepare, and train for periodic updates to system software, and verify that enhancements are working correctly. Assist with system parameters and design to meet the needs of multiple departments. Manage user security access. Supervise loan document preparation to ensure all loans are being processed in a timely and proper manner.
  • Organize and direct the daily activity in loan servicing.
  • Supervise the processing of loans which do not meet the renewal guidelines and may need to be considered for restructure.
  • Supervise all aspects of servicing for all portfolio loans. This supervision includes posting of: payments, the payment of hazard, mortgage, and flood insurance for all escrow accounts, the payment of taxes for all escrow accounts, the tracking system for insurance and taxes, the escrow analysis and other similar agencies.
  • Assist with responses to loan reviews and supervise maintenance of the tracking required by the loan reviews. Assist in the preparation responses for examiners, auditors, or internal audit and make corrections as necessary.
  • Stay current on compliance regulations by attending seminars and reading available information.
  • Train personnel to ensure credit union policies and procedures are being followed. Ensure instructions, procedural manuals, and samples are provided to servicing employees.
  • Receive and research new regulations, policies and procedures and implement them.
  • Directly supervise staff and oversee with the overall direction, coordination, and evaluation of this unit. Assist with carrying out supervisory responsibilities in accordance with the credit union policies and applicable laws. Assist with interviewing, hiring and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  • Assure personnel in department maintain excellent member service skills by providing friendly and accurate service to the membership in an expedient manner.


  • Four year college degree in business or finance, or equivalent management experience in mortgage and loan operations.


  • Three to five years of similar or related mortgage experience preferred.

Knowledge, Skills and Abilities:

  • A high level of problem solving skills, and the ability to communicate in a clear, concise manner.
  • A high degree of poise and tact to represent the credit union positively in outside contacts.
  • Strong knowledge of financial products and services.
  • Excellent verbal and written communication skills to communicate professionally.
  • Effective organizational and analytical skills with high degree of computer literacy and fluency in various Microsoft programs as well as standard spreadsheet tools.
  • Interpersonal skills must include the ability to motivate or influence others which requires a high level of diplomacy and tact. Must be able to obtain cooperation (internally and externally).
  • Possession of a valid, unrestricted driver's license.
  • Ability to operate or have ability to be trained to operate related office equipment, including calculator, computer terminal (PC), multifunction copier, laser printer, receipt printers and telephone.
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Ascend Federal Credit Union is an Equal Opportunity Employer. 

Ascend Federal Credit Union is an Equal Opportunity Employer. It is the policy of Ascend Federal Credit Union to recruit, hire, train and promote persons in all job classifications without regard to race, religion, sex, disability, national origin or any other characteristic protected by federal, state or local law.


Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
3 to 5 years
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