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Director of Residential Loan Servicing at Associated Bank

Posted in Real Estate 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Stevens Point, Wisconsin

Job Description:

Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability who need assistance applying for a position with Associated Bank are asked to email: or call: (800) 878-3282.


Under limited direction from the Director of Residential Lending, this position is responsible for the development and management of the Default Services and Loan Servicing lines of business for consumer, mortgage, credit card, and indirect consisting of: Collections, Asset Recovery (Foreclosure/Bankruptcy and Real Estate Owned), Loss Mitigation and Liquidations, Operations Legal/Litigation, Loan Administration, Investor Reporting, Contract Servicing/Construction Lending, Escrow Servicing, New Loan Audits, Loan Payoffs, Cashiering, Loan Automatic Payments, Loan Boarding, Charge offs and Recoveries, Research and Correspondence for all areas listed above.

Manage and provide oversight and guidance as it relates to the Bank's Retail Loan Records management of original custodial documents in conjunction with the banks designated record retention staff, including electronic archival, collateral file retention, and business line retrieval in accordance with Bank's Record Management policies and applicable laws and regulations. Establish and assure accomplishment of departments goals and objectives are established and achieved.

In collaboration with business line leadership establish and assure accomplishment of all servicing projects, goals and objectives, administer policies and procedures for servicing of the retail loan portfolio in accordance with servicing agreements and regulations, ensure compliance and timely audit responses. Provide overall leadership and management for system conversions/upgrades, servicing transfers, and acquisitions, and customer communication and correspondence for all Servicing areas. Responsible for coaching and developing staff, performance management, employee relations, staffing, review and approval of budgets while instituting overall efficiencies by utilizing industry best practices for greater effectiveness.

As a valued colleague of Associated Bank you play a critical role in delivering an exceptional customer experience during every interaction. Expectations for this position require the ongoing focus on building solid and long lasting relationships by engaging all customers in a positive manner. Colleagues should provide customers a positive experience that includes undivided attention, straightforward and knowledgeable service and insure that the customer’s best interests are our number one priority. Consistency around customer experience guidelines is key and expected from all of our colleagues. Our goal is to simplify the customer experience and deliver outstanding service to every customer, every time.

Operates in full compliance with internal policies and procedures as well as applicable regulations and laws, including but not limited to Bank Secrecy Act/Anti-Money Laundering requirements. Responsible to report any procedure or process that doesn’t meet regulatory requirements including fraud, whether suspected or confirmed, to management. This reporting can be done directly to any member of management, including Human Resources or Corporate Security, or can be reported through Associated’s anonymous Ethics Hotline.

Asset Quality
Budget Attainment
Customer Retention
Customer Service
Decision Making
Fee Income Growth
Operational/Procedural Activities


Manage a progressive model to cost-effectively undertake early stage collections, later stage collections, skip tracing, foreclosure and recovery of charge-offs.
Develop and execute on a comprehensive strategy for improvement in Default Services and Loan Servicing, including a technology road map for greater effectiveness and efficiencies. Formulate solutions to complex problems, recommend and implement possible solutions in an effective and timely manner.
Develop, manage and report on operational issues and development opportunities in a timely manner. This includes the development, monitoring and reporting of departmental productivity, quality (Service Level Agreements – SLA’s) measurements and standards as well as seeking out and directing efficiencies across all functional areas.

Develop and maintain strong working relationships with all key internal partners, including Credit Administration, Compliance, Audit, Legal, Information Technology. As applicable, manage and build working relationships with external-partners; Vendors and outside council.
Manage the daily operations to ensure compliance with company, local, state and federal regulations and policies. Interact and act as liaison as necessary with other organizations and relevant authorities, and assistance and cooperation concerning audits and examinations including; the OCC, Federal Reserve and Consumer Financial Protection Bureau.
Participates in the planning process for future development and growth of the business. Anticipate changes within the company and financial industry, formulate strategic directions, develop business plans, manage to expenses and salaries in the budget and recommend changes needed within these areas to Executive Management.
Support an environment that recognizes the value of associates, demonstrates trust and respect, and ensures business is conducted according the highest ethical standards.
Develop expertise in core applications used by the Quality Control area. Must have general knowledge of software applications used on a daily basis in order to ensure application is functioning as required to meet the requirements of the products supported and any regulatory requirements. Oversee and provide guidance to team who will collaborate with Information Technology on changes needed and ensures proper implementation.



Bachelor's Degree or equivalent combination of education and experience Business, Finance or related field of study Required

Master's Degree or equivalent combination of education and experience Business, Finance or advanced industry certification Preferred

7-10 years In the field of Default or Loan Servicing Required

10-12 years In the field of Default or Loan Servicing in a banking environment Preferred