Job Description
The Mortgage Servicing Operations Manager is a key leadership role responsible for supporting the strategic direction and daily operations of Performing Loans. This position demands a high level of creativity, agility, and problem-solving ability to navigate evolving regulatory landscapes, investor requirements, and customer expectations. This professional has experience managing a servicing portfolio of 5,000-15,000+ loans with an agency or investor driven environment. The Mortgage Servicing Operations Manager will lead by example, fostering a culture of continuous improvement, collaboration, and service excellence driving team development, operational integrity, and contribute meaningfully to departmental planning, compliance oversight, and risk mitigation.
Essential Functions:
- Manage daily operations of the performing loan servicing portfolio, ensuring service standards, regulatory timelines, and investor requirements are consistently met across all servicing functions.
- Oversee customer service performance through Customer Experience leadership, including call quality, borrower experience, escalation management, and adherence to service level metrics.
Serve as a lead resource for process development, documentation review, and department projects related to the loan servicing lifecycle.
Monitor and manage operational risk, collaborating with leadership to minimize risk and enhance customer experience without compromising efficiency.
Key collaborator for annual department budget and monitoring of budgetary goals.
Provide leadership through talent acquisition, workforce planning, and performance management.
Deliver training, mentoring, and coaching to team members; assign responsibilities to promote cross-training and knowledge development.
Conduct employee performance reviews and address personnel issues, including grievances and disciplinary actions.
Lead by example, motivating the team and fostering a culture of accountability, growth, and continuous improvement.
Contribute to departmental goal-setting, strategic planning sessions, and the development of initiatives that align with organizational objectives.
Lead team meetings and facilitate communication across the mortgage lifecycle, as well as with key stakeholders to ensure alignment and engagement.
Demonstrate in-depth knowledge of mortgage servicing federal regulations and investor requirements, applying that expertise to guide team decisions and maintain operational integrity.
Collaborate with the Compliance Department to interpret regulatory changes and deliver ongoing compliance training to staff.
Research and respond to audit and compliance findings; implement corrective actions and process improvements as needed.
Responsible for risk and critical process review in the banks enterprise risk management system; and for responding to quality control findings or questions from QC, Compliance, Audit, and Investors.
Monitor and report compliance issues or violations in accordance with bank policy.
Track and analyze key performance metrics; prepare and present regular reports to management on workflow, volume, and quality.
Ensure adherence to investor and GSE service level agreements (SLAs) for all assigned servicing activities, including timeline management and quality standards.
Use data insights to support decision-making and identify opportunities for operational enhancements.
Maintain strong oversight of servicing system data integrity to support accurate downstream investor reporting, escrow analysis, and borrower records.
Design and maintain department dashboards.
Ensure team members are trained and comply with bank policy, laws, and regulations applicable to their roles. Monitor their adherence to internal controls and take action to address employee performance issues.
Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
Regular and reliable attendance is an essential function of this position.
Perform other job related duties or special projects as assigned.Qualifications:
- Bachelor’s degree in business administration, finance, leadership or related field highly preferred (or equivalent industry relevant experience).
- 8–10 years of mortgage loan servicing experience, with demonstrated expertise across core servicing functions.
- Experience managing or supporting servicing portfolios within a moderate scale environment (5,000–15,000+ loans) or comparable operational complexity in an agency/investor-driven servicing environment.
- At least 3 years in a leadership or management role, with experience overseeing teams and driving performance.
- Must complete MBA’s Residential Certified Mortgage Servicer (RCMS) Level III within two years.
- Advanced knowledge of mortgage servicing strategy, operations, and lifecycle workflows as well as thorough understanding of investor and agency guidelines applicable to secondary market mortgages (e.g., Fannie Mae and FHLB), including familiarity with agency servicing expectations, borrower-facing requirements, and operational performance metrics.
- Experience supporting or leading departmental projects, system enhancements, or process improvement initiatives.
- High proficiency in Microsoft Office Suite (Excel, Word, Outlook, etc.) as well as in using digital collaboration tools (e.g., shared drives, cloud-based workspaces).
- Experience with Encompass and Fiserv Navigator servicing systems preferred.
Preferred Talents:
- Strong research and analytical skills to support decision-making and process improvement
- Proven ability to lead and develop team members through change, growth, and strategic initiatives
- Customer-first mindset with a focus on enhancing borrower experience and team engagement
- Effective communicator with experience presenting to senior leadership and collaborating across departments
- Strategic thinker with strong decision-making and problem-solving skills.
- Highly accurate and detailed
- Independent with good judgment
- Time efficient and deadline driven
- Demonstrated ability to solve complex servicing challenges while maintaining compliance with investor and regulatory requirements
- Comfortable managing multiple software applications and servicing systems simultaneously
- Ability to provide end-user feedback and support testing for servicing-related software enhancements
Working Environment:
Light workability to lift and/or carry up to 20 lbs. occasionally.
Indoor Work: Rarely exposed to outdoor elements or hazards.
This role is eligible for hybrid one day per week work from home opportunity on Wednesdays, under the work from home guidelines upon completion of onboarding.
PLEASE VIEW THE APPLICANT TERMS & CONDITIONS BEFORE PROCEEDING WITH YOUR APPLICATION.
