Claims Supervisor

Position: Claims Supervisor

Location: Remote (Hybrid if within 30 miles of Austin, TX office)

Pay: 60,000.00 to 90,000.00 exempt D.O.E.

Summary: The Claims Supervisor is responsible for the day to day activities of a team of Claims Analysts. The supervisor provides development, direction and guidance to all team members to accomplish department objectives. The supervisor is responsible for establishing and enforcing policies and procedures to ensure compliance with company, investor, federal and state regulatory guidelines and servicing guidelines established by the CFPB.

• Manage all personnel and processes that support the servicing of FNMA, FHLMC, FHA, VA, USDA and subserviced loans in default.
• Ensure that all loss analysis reviews are processed within SLA timeframes and all losses are mapped to correct payee/reason codes to facilitate accurate reporting to senior management.
• Communicates expectations, assignments, and responsibilities clearly and professionally.
• Establish goals for processing and quality assurance scoring and coaching. Ensure that these goals are consistent with monthly and yearly performance goals established by NAF management.  
• Monitor group and individual goals designed to meet the organization’s expectations for productivity, quality, delinquency/losses, and overall effectiveness.
• Ensure staff is knowledgeable and compliant with all federal, state, investor and insurer claims processing expectations.
• Provide mentoring and training to staff to ensure they can perform the required job duties.
• Identify opportunities for improving vendor experience and develop and implement new processes or procedures to improve service levels, reduce costs and reduce the complexity of work performed by front-line employees.
• Provide department leadership by managing operational, budgetary and financial responsibilities and activities of the Claims Department.
• Lead special projects in collaboration with the Servicing Management Team as directed.
• Supervise interviewing, hiring, termination, coaching, training, performance reviews and promotion of staff.
• Assures all Claims Department SLA’s are met.
• Performs oversight of all Claims Department vendors.
• Updates and maintains policies and procedures.
• Review all key performance trends for accuracy scores and production to ensure optimal performance of the team.
• Ensure that all claims liquidation and loss mitigation claims are filed timely and accurately.
• Ensure that all unpaid claims are reviewed and escalated as needed.
• Ensure that all denied/curtailed claims are reviewed and re-filed as needed.

• Bachelor’s degree in business or related field is highly preferred.
• 3+ years in mortgage servicing, with 3+ years management experience in Default Servicing Accounts Payable preferred.
• 3+ years of experience with MSP (Mortgage Servicing Platform) is highly preferred.
• Working knowledge of FNMA, FHLMC, GNMA, FHA, VA and USDA default servicing requirements and CFPB Servicing Guidelines

Key Competencies:

• Demonstrated leadership ability in motivating, directing and managing diverse staff.
• Experience overseeing onboarding of vendors/technology.
• Excellent computer skills including MSP, Microsoft Office Suite and MS Access.
• Displays excellent planning, time management, organizational and problem-solving skills.
• Ability to communicate across all levels of the organization. Strong interpersonal skills and the ability to handle delicate situations with diplomacy and tact.

Other Duties: This job may require frequent sitting or standing for long periods of time. This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.

[EOE/M/F/D/V. Drug-free workplace.]

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.  Must be able to lift up to ten pounds.  Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information.  VISION: See in the normal visual range with or without correction.  HEARING: Hear in the normal audio range with or without correction.

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