Career Opportunities with FirstBank

Tennessee’s premier community bank, dedicated to meeting our clients’ needs – big and small.

Careers At FirstBank
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FirstBank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Director of Mortgage Servicing

Territory: Cool Springs, TN

Job Description:

Servicing Manager will oversee the Servicing Department as well as sub-servicer operations for all loans while ensuring compliance with Fannie, Freddie, HUD, VA, USDA, GNMA, CFPB, Federal and State regulations and company guidelines.

  • Establishes, implements, updates and maintains policies and procedures for the general operations in the Servicing Department.
  • Manages day-to-day Servicing Team dynamics by identifying potential areas of vulnerability and risk.
  • Develops/Implements corrective action plans for resolution of problematic issues, and provides general guidance on avoiding future occurrences.
  • Monitors and manages third party relationships and operations with sub-servicer(s) to ensure Servicing Agreements are followed as expressed for the benefit of the company.
  • Evaluates processes performed by sub-servicers for improvement to reduce business risk and to ensure overall business model operates to fullest capability and functionality.
  • Develops and utilizes exceptions reporting to identify problem areas and improve departmental performances.
  • Responsible for servicing complaint management, tracking and coordination with Mortgage Director of Compliance as needed.
  • Maintains knowledge of current Servicing Compliance Regulations to include: CFPB, Foreclosure, Loss Mitigation and Claims Procedures especially as it relates to HUD
  • Participates in scheduled Sub-Servicing site visits
  • Reviews all Servicing Operational processes & QA processes for additional technology enhancements to streamline workflow.
  • Work with applicable internal control manager to develop new internal controls or revise existing controls as needed for process changes
  • Appropriately identify, evaluate and manage risk within the loan      servicing area and implement risk mitigation strategies as appropriate 
  • Responsible for hiring and all training of staff members
  • Provides data needed for state, federal, internal and third party audits/reviews related to servicing activities
  • Provides feedback and trends from QC and audit results with resolutions and improvements
  • Responsible for Investor reporting
  • Works closely with internal staff and manages continual improvement to the customer experience; this includes multiple lines of business including Third Party relationships
  • Produce, review, and distribute accurate and timely departmental      reporting to senior management, including tracking business unit key      performance metrics. 
  • Provide daily support and oversight to staff, including answering      questions, problem resolution, training and coaching, and ensuring timely and accurate execution of tasks. Appropriately identify, evaluate and      manage risk within the loan servicing area and work with Risk Management to implement strategies as appropriate 
  • Manage all MERS servicing related responsibilities, including ensuring      all information is properly identified in the servicing platform as      required for MERS 
  • Work with corporate accounting to ensure that all applicable reconciliation is completed in a timely manner 
  • Perform other duties and projects as assigned or requested. Occasional travel for meetings, projects or training as needed 



  • 10 years of experience in loan servicing required
  • 5 years of management/supervisory experience with demonstrated ability to lead others effectively
  • Thorough working knowledge of loan servicing requirements for investors, regulatory and agency requirements
  • Firm comprehension of loan servicing guidelines, procedures, restrictions reporting requirements, etc.
  • Familiarity with servicing software and electronic reporting processes
  • Must be self-directed, motivated, and comfortable working in an extremely fast paced environment
  • Excellent interpersonal, communication, time management and customer service skills
  • Strong organizational skills are a must with ability to prioritize to meet deadlines and manage multiple projects
  • Ability to exercise independent judgment in decision making
  • Microsoft Office Applications proficiency is required (Excel, PowerPoint, Word, Outlook)

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