This position will manage the insurance review on all loans in the FMB portfolio with a focus on flood insurance and Regulation H requirements, and will be responsible for responding to audit requests, regulatory documentation requests, and assisting in the day-to-day operations within the servicing functions of the department.  The role oversees the Flood department by managing team workload, monitoring performance, and providing coaching and training. Position may need to travel to Gurnee Ops Center once a week or as needed.

•    Bachelor’s Degree or equivalent combination of education and work experience
•    7+ years relevant experience
•    5+ years of Compliance/Regulatory experience
•    Experience in process and operations management in a fast-paced environment
•    Experience managing or leading others
•    Advanced knowledge of principles and processes for operations teams, including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction 
•    Communicate information in a clear, well-organized, and professional manner
•    Anticipate obstacles and challenges, identify root cause and strategize plans
•    Effectively present information to influence organizational leaders and key stakeholders
•    Creativity and alternative, open thinking to generate and support new or better ways of doing things
•    Communicate outside and across the organization and share information as a positive aid to achieve best practice and objectives
•    Maintain composure by responding calmly, quickly and decisively to the unpredictable or unexpected
•    Applied knowledge of principles and methodology involved in performance management, leadership technique and coordination of people and resources
•    Advanced knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique and coordination of people and resources
•    Position may require the need to travel to other branch or meeting locations.  

•    Oversee flood servicing department functions by collaborating with senior management and Lines of Business, delegating tasks, tracking workload, ensuring schedule adherence and providing coaching and training

•    Create procedures and controls to ensure that all required documentation is received on risks submitted to flood eligibility

•    Ensure all force place letters are sent per guidelines and all Regulation H requirements for flood insurance are met

•    Act as a liaison between subservicer and the bankers / borrowers on all servicing related inquiries

•    Research and respond to requests for information and update regulatory documentation

•    Monitor daily reporting and work with the Default team on delinquent loans

•    Lead projects as assigned, assisting in creation, implementation, and testing

•    Measure department operations by reviewing quality and productivity against established metrics, identifying performance issues and implementing solutions
•    Oversee Operations functions by ensuring resolution of escalated issues by utilizing expertise and available resources, sharing knowledge, understanding business needs and soliciting stakeholder feedback
•    Develop, define, cascade and monitor KPI's, metrics for progress and modify objectives and plans based on results and forecast to support achievement of FMB and business unit goals
•    Partner with clients by communicating regularly, sharing progress, monitoring concerns, obtaining constructive feedback, tracking issue resolution and reporting results to ensure transparency in operations and increase customer satisfaction
•    Manage a performance enhancement culture by actively coaching and mentoring direct reports, providing regular feedback and developing employees for wider roles and responsibilities to foster professional growth and development
•    Manage budgeted resources by anticipating expenditures, accurately forecasting resource needs/costs and properly accounting for expenses to meet requirements and achieve fiscal responsibility
•    Motivate, develop, and direct teams as they work; evaluate performance and provide effective feedback
•    Monitor short and long term impact of contributions and ensure accuracy and adherence to long-term goal
•    Build, maintain and leverage beneficial relationships with internal and external key stakeholders
•    Identify and articulate continuous improvement opportunities and translate them into tangible business deliverables
•    Other assigned duties as requested