• Mortgage & Consumer Loan Servicing Manager

    Location US-CA-El Monte
    Job ID
    Position Type
  • Overview

    For more than 40 years, East West Bank has served as a pathway to success. With over 130 locations across the U.S. and Greater China, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities. And our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, high-tech and aviation help build sustainable businesses and expand our employees’ potential for career advancement.


    Headquartered in California, East West Bank (Nasdaq: EWBC) is a top performing commercial bank with an exclusive focus on the U.S. and Greater China markets. With assets of $37.7 billion, we’re ranked among the 30 largest banks in the United States and currently top 5 in “America’s 100 Best Banks” by Forbes, a list where we've consistently been in the top 15 since 2010. With a strong foundation, an enterprising spirit and a commitment to absolute integrity, East West Bank gives people the confidence to reach further.


    East West Bank is currently seeking a Mortgage & Consumer Loan Servicing Manager. The Mortgage & Consumer Loan Servicing Manager is responsible for the day to day management of the Mortgage Servicing including but not limited to; customer complaints and research, payment processing, Demands & Payoffs, Adjustable Rate Management, Escrow processing including delinquent taxes and force placement of insurance. Responsibilities also include the management of loans purchased, payment receipt and reconciliation of all Loans Serviced by others with oversight to all applicable regulatory compliance relative to Mortgage & Consumer Loan Servicing.


    • Responsible for the Direct management of the teams including all related Human Resources activity including but not limited to; coaching, training, hiring, performance requirements, goals, scorecards and metrics.
    • Direct loan servicing activity to meet established goals and appropriate turnaround time to meet regulatory requirements for time sensitive activities.
    • Ensure that Mortgage and Consumer Loan Servicing complies with all federal, state, local laws and internal Bank policies.
    • Implement necessary changes within the Mortgage & Consumer Loan Servicing to comply with any new or changed laws. Included in this process are: TRID, RESPA, SCRA, FACTA, GLBA, FDCPA, USAP, etc.
    • Perform periodic review of 3rd party vendor processing and audit of their process.
    • Respond to internal and external audit request and findings and work to remediate any identified noncompliant processes or areas of concern.
    • Process the Loan Purchase Activity. This includes working directly with the Treasury Dept., Accounting and other lines of business.
    • Management of qualified SFR written requests, credit bureau disputes and corrections.
    • Evaluate business processes and make necessary changes to daily procedures.
    • Perform the Compliance Self-Assessment for areas of responsibility.
    • Provide updates and training to staff on new and upcoming regulation changes and process improvements including documented procedures.
    • Perform all other managerial or project duties as assigned my management.


    • Bachelor Degree in Finance, Accounting, Business Administration, or Economics.
    • Minimum 5 years of experience in the Mortgage loan servicing industry
    • Minimum 5 years management experience
    • Strong knowledge of rules, regulations and compliance requirements concerning mortgage servicing
    • Strong Customer service skills required
    • HELOC experience preferred
    • Experience with FNMA and investor reporting preferred
    • Strong analytical and problem solving abilities
    • Strong verbal and written communication skills
    • Effective leader with strong project management skills
    • Firm understanding of current best practices in the Mortgage Loan Servicing field
    • FIS and MSP system knowledge preferred


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