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MUFG Union Bank Loan Servicing Manager in Tempe, Arizona


Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2020).In the Americas, we’re 13,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, developing positive relationships built on integrity and respect. It’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. We’re a team that accepts responsibility for the future by asking the tough questions and owning the solutions. Join MUFG and be empowered to make your voice heard and your actions count.

Job Summary:

Reporting to the Servicing Director, this person has responsibility for the direct management of the following customer facing areas within the Residential/Consumer Lending Default areas: Collections, Loss Recovery, Loss Mitigation and the Mortgage Assistance Group (MAG). Manage, train and develop personnel who are responsible for performing customer facing activities based on their respective role. Audit collection/process related activities, ensuring staff are in compliance with all Union Bank, Investor/Insurer and agency regulatory policies and objectives. Recommend workouts programs, develop contact strategies, facilitate the Call Quality program, design and implement process controls, assist with internal and external audit reviews and request charge-off of loans in accordance with Union Bank, Investor/Insurer, and government agency requirements. Monitor daily/weekly/monthly reports and provide direction to staff to ensure departmental productivity standards, delinquency and loss goals are achieved. Additionally, work closely with other departments within Residential/Consumer Lending Servicing including, but not limited to: Foreclosure, Bankruptcy, Customer Service, Financial Processing, Investor Reporting, Credit Risk, Compliance and Legal to develop/update and implement policies and procedures that ensure compliance with AGENCY guidelines. Management: This position is responsible for the management of a staff of 8 - 15 employees and will be directly accountable for the following: interviewing, hiring, performance management, training, call quality/quality assurance coaching, writing and delivering semi-annual performance appraisals, compensation changes, promotions and transfers, delegating assignments, termination of employment, oversight of work, handling/resolving customer escalation matters, workload management and ensuring a safe/professional working environment.

Major Responsibilities:

  • Manage the training and development of staff in accordance with bank-owned, Insurer, or Agency guidelines, policies and procedures.

  • Develop and maintain current policies and procedures to meet Agency, Insurer and Union Bank guidelines. Ensure monthly call quality reviews are completed and feedback delivered to employees in a timely manner.

  • Ensure all training programs, compliance and regulatory certifications and development courses are completed as scheduled.

  • Establish criteria to measure performance.

  • Provide leadership and direction to users and staff in presenting ideas, obtaining concurrence and commitment, and resolving conflicts associated with projects and daily tasks.

  • Manage departmental customer/agency escalations, identifying appropriate resolutions to ensure a positive customer experience, or referring to the Customer Resolution team as appropriate, thus ensuring a satisfactory outcome.

  • Determine the most effective organization structure and specific responsibilities within that structure for the department.

  • Establish control/performance reporting to assist with the management of major activities.

  • Evaluate staff performance, provide regular coaching and espouse the Call Quality/Quality Assurance initiative.

  • Complete employee Call Quality/Quality assurance scorecards on a monthly basis.

  • Prepare staff performance appraisals, conduct evaluation and counseling sessions, recommend merit increases and promotions, conduct interviews with potential candidates and terminate staff as needed.

  • Create a safe, professional working environment.

  • Develop and implement initiatives targeted to improve business unit performance and productivity. This includes determining feasibility of continuously improving and automating the Bank’s processes for efficiency.

  • Review existing business practices within Default Management for efficiency, effectiveness and applicable compliance with required bank-owned and Agency regulations and requirements. This could entail working with internal and external business partners.

  • Design efficient and effective calling strategies to ensure the greatest opportunity for customer contact.

  • Establish reporting to measure key performance indicators around customer contact and collector effectiveness.

  • Identify and implement opportunities to gain efficiencies within assigned department.

  • Design new processes to meet changing regulatory needs.

  • Confer with the Director, division managers, department managers and staff on a regular basis.

  • Interface with auditors and ensure that the controls and processes in the operations will meet audit requirements.

  • Review assigned workout evaluation recommendations (e.g. repayment plans, modifications, Short Sales, DIL, forbearance, etc.) and ensure they meet departmental, investor, insurer and regulatory requirements.

  • Ensure the staff is fully trained on bank-owned, investor and insurer Loss Mitigation work-out (retention) and liquidation options/requirements.

  • Complete daily/weekly/monthly reporting requirements and assist the Director with various monthly reporting responsibilities, such as investor, regulatory and internal reporting.

  • Manage the reporting and execution of daily calling campaigns through Union Banks dialer environment.

  • Complete monthly charge-off process and subsequent charge-off exception reviews.

  • Understand industry standard monitoring and control structures.

  • Prepare audit responses, special project reports and project implementation reports.

  • Assist the Director in formulating the long range financial plan proposal based on current and anticipated growth rate, staff development and changes impacting the department.


The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.

Job: Customer and Client Services

Primary Location: CALIFORNIA-San Diego

Other Locations: ARIZONA-Tempe

Schedule Full Time

Shift Day

Req ID: 10040763-WD