Job Description

Coach team to reach department and Credit Union goals. Effectively manage and complete special projects. Ensure member satisfaction through courteous, accurate, and efficient service. Responsible for overseeing the servicing of the ICCU real estate loan portfolios.

Duties and Responsibilities

• Supervise and oversee daily Real Estate Loan Servicing operations, including escrow administration, flood insurance compliance, homeowners insurance monitoring, property tax processing, payment and transaction posting, balancing and reconciliation, loan maintenance, investor reporting, and regulatory compliance.
• Maintain a thorough understanding of mortgage servicing regulations, secondary market and investor requirements, and industry best practices to ensure compliance and operational effectiveness.
• Partner with Mortgage, HELOC, and other lending teams to support product launches, process enhancements, and servicing requirements throughout the loan lifecycle.
• Analyze business needs, servicing trends, and operational performance to identify opportunities for process improvements, increased efficiency, risk mitigation, and scalable growth.
• Lead or participate in projects involving system enhancements, automation, servicing initiatives, regulatory changes, and process improvements.
• Monitor department performance metrics, service levels, quality standards, and operational controls to ensure accurate and timely servicing of real estate loan portfolios.
• Hire, train, develop, and coach team members while fostering a culture of accountability, collaboration, continuous improvement, and exceptional member and team member service.
• Conduct performance evaluations, Strength Development Plans, coaching sessions, and ongoing career development discussions.
• Ensure a positive member experience through accurate, timely, and professional service while effectively resolving escalated member and servicing issues.
• Support audit, examination, and compliance activities by maintaining appropriate controls, documentation, and corrective action plans as needed.
• Assist with vendor and investor relationship management to ensure service expectations, contractual obligations, and compliance requirements are met.
• Collaborate with leadership to develop departmental goals, staffing strategies, and operational plans that support organizational objectives.
• Additional duties and responsibilities as assigned.

Education and Experience

Bachelor’s degree and 1-3 years managerial or financial institution experience preferred. Prior mortgage industry experience preferred. Ability to work with other managers in Operations to reach department goals. Excellent communication and interpersonal skills. Capable of always maintaining the confidentiality of Credit Union and member records.

Physical Requirements

• Ability to perform tasks requiring manual dexterity, such as processing paperwork, typing, filing, and handling cash.
• Prolonged periods of sitting or standing, as required by job duties.
• Occasionally lift and move items weighing up to 20–40 pounds (e.g., copy paper, cash drawers, marketing materials).
• Frequent repetitive motions involving wrists, hands, and fingers (e.g., typing, data entry).
• Ability to reach and operate keyboards and other standard office equipment.
• Operate basic office machines and technology, including computers, calculators, telephones, and multifunction printers.

Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

This role offers benefits, including:

• Competitive Pay
• Medical, Dental, & Vision Insurance
• Generous Paid Time Off
• Paid Holidays
• Matching 401K AND Pension
• Tuition Reimbursement
• Employee Assistance Program
• Employee Wellness Program
• Paid Group Life and Disability Insurance
• Awesome Culture
• And More

The above statements reflect the general details considered necessary to describe the essential functions of the job and should not be construed as a detailed description of all the work requirements that may be inherent of the job.

Must be eligible for membership at ICCU to obtain employment.

ICCU is an Equal Opportunity Employer. Employment decisions are based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by law.