The Cashiering Supervisor is expected to demonstrate operational and technical excellence to help support the staff and company in delivering exceptional service while meeting goals and quality expectations. The Cashiering Supervisor is responsible for oversight and supervision of timely and accurate loan servicing and administration assigned functions including but not limited to, cash management, payoff processing, payment processing, default cash processing (reinstatements, liquidations, sales etc.), cash maintenance processing, cash resolutions, payment bank returns, bank notice of changes, ACH functions, and cash research processing. This Supervisor will have oversight of general payment processing and cash system maintenance including quality analysis of release of cashiering transactions. All employees of Servbank are expected to provide quality customer service and maintain high ethical standards when serving our clients. The Cashiering Supervisor is expected to work closely with all levels of leadership. The supervisor will participate in scheduled Sub-Servicing site visits and review various requests from the sub-servicing clients. The Cashiering Supervisor will have direct supervision of the Cashiering Staff and direct reports and will be responsible for production and quality metrics of the individual associates. The supervisor will assist the team in day-to-day operations and escalations. The ideal candidate must be self-directed, motivated and comfortable in an extremely fast paced, changing environment with an ability to deliver quality work by designated deadlines or before. Supervise day to day activities of the Cash Management department including but not limited to all aspects of management of staff and cash processing. 

About Servbank

Founded in 1994, Servbank is a banking institution with local roots and national reach. We were built on a foundation of community-orientation, which ensures that no matter who we serve, we do so with the human touch that marks the gold standard of service. We work with individuals, businesses, and communities, so that whether you’re a student, a homeowner, a small business owner, or a community leader, we can help you fulfill your goals. Come create excellence with Servbank.

Duties and Responsibilities

• Supervise and lead the Cash Management team primarily onsite in the Phoenix, AZ Cash Servicing department as well as remote associates in various locations. 
• Supervise Cash Payment applications to both performing and non-performing loans. 
• Manage reconciliation and turn times of cash payment physical checks related to mortgage servicing and corporate checks.
• Responsible for managing timely reconciling of cash payment checks associated with both inbound and outbound service transfers. 
• Supervise and manage default cash applications including but not limited to: reinstatements, liquidations, default servicing loan sale (short sales, third party sales, REO sales), state assistance funds. 
•  Supervise payoff processing components including incoming payoff wires and payoff checks. Ensure payoffs are processed within the required handling times.
•  Supervise payoff quote processing to ensure payoff quote are handled and processed based on the correct state timelines, including default quotes. 
•  Supervisor responsibility for proper guidance to team members for payoff, payment, cash resolutions items.
•  Ensure accurate processing of cash transactions, payments and payoffs based on various product and program requirements.
•  Solve a variety of problems and deal with complex scenarios by using sensible resolutions and practical applications
• Provide Cashiering assistance to various line of business requests including but not limited to investor reporting,    escrow, default, customer care, collections, risk, audit and compliance.  
•  Supervision of secured cash management protocols and adherence to secure measures required for cash management: secured rooms, secured check storage etc.
• Assist Loan Servicing Leadership with delivery in required action plans, responses and deliverables relating to Cash Management exams and audits.
•  Complete monthly Loan Servicing scorecards and implement needed changes 
•  Liaise between cash management third-party vendors for exception issues.
•  Develop individual performance standards and expectations for all servicing staff; maintain production and quality department standards.
•  Mentor and coach all direct-reports and provide performance feedback regularly.
•  Supervise and monitor production and quality levels for staff.
•  Actively/consistently promote a professional, open, honest, collaborative environment. 
•  Consistently monitor current processes for areas of improvement/risk and report all department activity to the Leadership Team.
•  Ensure direct reports maintain and update all departmental policies and procedures along with implementation of appropriate controls including checklists and job aides.
•  Conduct weekly 1:1s, team huddles, monthly and quarterly check-ins.
• Coach and train employees to constantly improve their skillsets and abilities and help them grow in their career. 
•  Support client, customer and internal departments in a timely manner. Demonstrate excellent customer service skills to maintain customer confidence and protects the operations by following Privacy Policy as well as keeping information confidential.
•  Review completion of multiple daily exception reports, control reports and unapplied reports to determine required action needed to resolve.
•  Monitor daily queues in multiple applications regulated timelines to ensure adherence to compliance guidelines.
•  Ensure cross training is completed for support with resource capacity as needed.
•  Partake in assignments for new initiatives and projects to enhance Cash Management. 
•  Perform additional responsibilities as needed.

Experience/ Skills 

• 3 years of management/supervisor experience
• 3 years of proven mortgage servicing experience. 
• Proven expertise in supervising Mortgage Servicing Cash Management
•  MSP platform experience
•  Excellent math aptitude, attention to detail and excellent accuracy
•  Proficient in MS Office Suite
•  Ability to effectively communicate verbally and in writing. 
•  Excellent listening and organizational skills
•  Provide superior customer service and work well with all internal and external customers.
•  Client-centered focus
•  Capable of adapting to changing situations as well as the ability to show strong initiative and use good judgement to make sound decisions. 
•  Ability to work in a fast-paced environment
•  Ability to multi-task and mange time effectively to meet deadlines and manage multiple priorities. 
•  Ability to problem solve and research issues when needed in an organized and detail orientated manner.
•  Flexibility with scheduling on a day-to-day basis, including extended hours and/or Weekends and month-end and year-end hours required.

Education

• Bachelor’s degree or equivalent experience. 

EEO Statement:

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.