AVP, Investor Services (2492) in Coppell, TX at Mr. Cooper

Date Posted: 4/24/2018

Job Snapshot

  • Employee Type:
  • Location:
    Coppell, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Ready to be a Cooper too? This might just be right up your alley!

The Investor Services Manager is responsible for managing Investor Reporting and Accounting activities within FNMA, FHLMC, GNMA, Private MBS or Special Servicing areas.  Responsibilities include establishing and monitoring key controls for the assigned teams reporting, remittance and reconciliation functions; analyzing existing tasks and making recommendations for process improvements as well as system enhancements; developing solid relationships and acting as the primary point of contact for Investors, Trustees, and Master Servicers.


  • Act as the primary liaison with Investors; collaborating to enhance relationship and performance.
  • Ensures timely, accurate reporting, remitting, and reconciling items within prescribed guidelines.
  • Monitors and ensure timely Acquisition Flow, Bulk boarding, Investor Setup process.
  • Reporting and Reconciling managers are to ensure the ownership and resolution of reconciling items. 
  • Reporting managers are responsible for clearing items related to investor corrections/adjustments and reconciliation managers are responsible for clearing non-investor facing items.
  • Monitors aged reconciling items to ensure that issues are resolved within established policy and procedures are updated to prevent recurrence.
  • Implement and/or monitor controls to ensure key risks are managed effectively.
  • Provide management and workflow reporting to VP of Investor Services
  • Continuously review processes and procedures and develops, implements enhancements to improve quality and controls.
  • Perform research and manage projects as required
  • Develop and maintain partnerships with key business partners and colleagues
  • Create, maintain and distribute policies and procedures to Investor Services
  • Communication across multiple sites to keep all team members apprised of impacts to the organization.
  • Lead and direct assigned staff to include hiring, training and development.
  • Preparing and conducting regular coaching sessions and annual performance reviews.
  • Special projects as assigned.


  • Integrity and Trust:  Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain.
  • Communication:  Excellent verbal and written communication skills that are used to present goals and expectations for the company, and employees in reviews or weekly team meetings or one on one’s.
  • Investor Service and Client Focus:  Understands who the customer is including investors, borrowers and individuals from various internal departments.   Takes time to listen and understand the needs of each and looks for ways to resolve issues and offers solutions to problems.
  • Planning and Organizing:   Gives suggestions on how to improve process(es) and/or create efficiencies, conducts daily activities in a planned, organized fashion, and deals with change effectively and able to adapt rapidly.
  • Judgment:   Maintains positive approach to resolution of issues is considered trustworthy by both peers and management team, carefully evaluates impact of own actions to Company, investors, employees, and self, confirms course of action with management team regarding high visibility or sensitive issues.
  • Cooperation:   Willingly adds value to team, shares information freely among the team, and communicates with others in a direct, honest, and open manner, while maintaining other’s dignity.
  • Initiative:   Moves quickly from receiving information to decisive action, continuously seeks ways to contribute to the success of the team and company overall.  Uses failures/mistakes as opportunities to lean and correct, anticipates issues and moves to resolve them.
  • Accountability:  Takes ownership of ones accounts/duties and ensures that issues under their purview are resolved timely and within departmental standards.


  • 5 years of mortgage servicing experience.  Minimum of 5 Years of Investor Reporting or Bank Reconciliation experience or related industry experience preferred
  • Previous management experience preferred
  • LSAM’s system understanding is preferred but not required
  • Microsoft Excel/Access/Word/Powerpoint required, Monarch and SQL a plus
  • College Degree specializing in Accounting or Finance or a discipline related to the requirements of the position is preferred. 
    • Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job.

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Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

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