Who is Quorum
Quorum Federal Credit Union is a national employer of choice that attracts, develops, enables, and retains the right resources to drive the organization forward. We are a human-centered organization that delivers a positive work journey and is committed to enhancing the lives of our employees and helping them to grow personally and professionally. We offer a unique value proposition to employees including Total Rewards, Work Journey, Work Paradigm, and Q-DNA to improve work-life balance and help employees live happier, more productive lives while contributing to our mission.
Job Description Summary
As a leading digital-first federal credit union ranked among the top nationwide, we are committed to delivering exceptional financial services with a focus on innovation and customer satisfaction. Our commitment to excellence extends to our mortgage servicing operations, where we strive to maintain strong relationships with our investor-partners through outstanding portfolio management and investor services. Working remotely, the Senior Specialist of Investor Services reports to the Real Estate Loan Servicing Manager and is instrumental in providing support to loan investors.
This includes (yet is not limited to) strategic oversight of the entire portfolio’s investor relationship management: portfolio performance communication; loan level updates; response to ad-hoc inquiries/requests; and supporting investor servicing back-office activities with validation processes and monthly remittance research.
Key Job Responsibilities and Accountabilities
Develops and executes a comprehensive investor relationship management strategy to enhance communication, engagement, and satisfaction levels among investor-partners. Acts as a senior liaison between the credit union and its investors by building strong, strategic partnerships.Serves as a key point of contact for Investor-Partners, providing routine status updates via multiple channels on overall portfolio performance, as well as loan level updates and responding to ad-hoc queries with professionalism and depth of knowledge.Works closely with the Real Estate Loss Mitigation team to understand status of delinquent investor loans (including strategies employed) to provide portfolio performance updates to investors. Leads the detailed research and analysis on monthly remittance reports, ensuring accuracy and providing timely resolutions to discrepancies or inquiries.Assists the Real Estate Loan Servicing Manager by supporting the day-to-day servicing operations for our Investor-Partner loan portfolios.Functions as a business lead on all investor-related responsibilities and is accountable for the execution of project-related tasks within Investor Services. Promotes a culture of excellence, collaboration, and continuous improvement. Ensures all portfolio management and investor relations activities comply with relevant regulatory requirements and best practices. Stays abreast of regulatory changes and implements necessary adjustments to processes and strategies.Works with Real Estate Servicing Manager to drive innovation in portfolio management and investor services by implementing innovative technologies, digital tools, and process improvements to enhance efficiency, accuracy, and service quality.Develops, maintains, and enhances portfolio reporting frameworks to deliver insightful analytics and performance metrics to internal stakeholders and investor-partners.Works closely with the Real Estate Loan Servicing Manager and internal teams to support broader strategic objectives, sharing insights and recommendations based on portfolio analysis.Serves as a back-up for the duties and responsibilities of the Investor Services Specialists.Adheres to and supports policies, including servicing metrics, service levels and compliance requirements of real estate lending products; and ensures appropriate procedures and controls are followed.Identifies, oversees, and implements process improvements for areas of responsibility to streamline operations and maintain adequate controls across organizations. Performs other duties as deemed necessary and assigned by Supervisor.Scope
This position requires critical thinking and research skills, a strong collaborative nature, high standard of quality and accuracy, professionalism in communication and the ability to work independently and confidently.
Job Requirements and Competencies
The Senior Specialist in Investor Services works under the supervision of the Real Estate Servicing Manager but is expected to work independently and efficiently. This person must show:
- Service Orientation - Anticipates and meets the needs of both internal (peers) and external (loan sale partners) customers; understands what is needed by the customer and how it should be delivered.
- Relationship Building - Able to develop, maintain and strengthen relationships with others inside or outside of the organization who can provide information, assistance, and support.
- Digital Proficiency - Possesses knowledge and skills to effectively utilize digital technology. Able to retrieve, compare, evaluate, and integrate information in various formats.
- Adaptive Thinking - Able to anticipate the implications and consequences of situations and take appropriate action to be prepared for contingencies; produces solutions and responses beyond that which is routine, or rule based.
- This person must be self-motivated, task-oriented and possess a conservative, careful and cautious approach to work. In addition, this role should have the following:
Essential Skills, Knowledge, and Experience
- A Bachelor's degree in Finance, Business Administration, Economics, Data Science, or a related field is strongly preferred., although we value practical experience highly and are open to candidates whose extensive professional background in financial services, portfolio management, or investor relations meets our needs.A combination of education and directly related experience may be considered in lieu of a degree.Secondary degree is considered a plus.
- Minimum of seven (7) years of experience in financial services and a minimum of five (5) years of progressively responsible experience in mortgage portfolio management, investor relations, or capital markets. This should include a demonstrated ability in financial analysis, reporting, and managing investor communications.
- Comprehensive knowledge and experience in Asset Management / Default Servicing, including investor-specific waterfalls and guidelines related to loss mitigation.
- Thorough understanding of financial markets, mortgage servicing, regulatory compliance, and loan product, with a strong emphasis on mortgage loan products and servicing operations.
- Highly preferred is experience in risk modeling and performance forecasting, intermediate to advanced Excel knowledge (including demonstrated strength with pivot tables), and intermediate to advanced data analytics skill with proven ability to review and compare various investor reports as well as the ability to make recommendations for process and digital enhancements.
- Exceptional communication and interpersonal skills, capable of engaging effectively with a wide range of stakeholders, including senior management, investors, and regulatory bodies. Proficient in managing investor relationships and presenting information clearly and confidently, both verbally and in writing
- Ability to work both independently and as part of a small team in a fast-paced environment.
- Detail-oriented with strong organizational and time-management skills.
- Familiarity with regulatory compliance in the banking or credit union sector is preferred, and related certifications are a strong plus.
Environmental / Physical / Mental Requirements
- Stable internet connection with speeds high enough for video conferencing and screen sharing
- Smartphone with current iOS/Android OS
- Prolonged periods sitting at a workstation and working on a computer
- Ability to communicate with coworkers and customers via email, chat, teleconference, and/or phone
Compliance/legal requirements
Quorum is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will be considered for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, marital status, protected veteran status, or disability status. Quorum will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. Reasonable accommodation is available upon request for qualified individuals with disabilities throughout the application and employment process.
**PLEASE NOTE**
We are not able to consider candidates for this role who reside in Montana, Nebraska, Rhode Island, or Puerto Rico
Salary Range: $70,000 to $80,000 annually. Individual salary will vary based on skills and experience. Discretionary incentive compensation may be available based on company and individual performance.
Benefits: Medical, Vision, Dental, Retirement Benefits, and Paid Time Off (PTO)
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