Mortgage Servicing Manager

MJK Connections is partnering with our client, Community First Credit Union on this exciting new role with a great team!

Purpose: The Mortgage Servicing Manager is responsible for managing all aspects of mortgage servicing operations, including loan administration, escrow management, investor reporting, and regulatory compliance. This role also ensures servicing activities are performed accurately, efficiently, and in accordance with federal, state, investor, and credit union requirements. The ideal candidate will have expertise in mortgage servicing, regulatory compliance, and process improvement.

Key Responsibilities:

Leadership & Team Management:

• Lead, mentor, and develop a team of mortgage servicing team members, fostering a culture of accountability, collaboration and continuous improvement.
• Provide ongoing training to ensure team members remain knowledgeable in industry regulations, credit union policies, and servicing best practices.
• Monitor team productivity and performance, providing coaching and feedback to improve efficiency and accuracy.
• Ensure staff has appropriate tools, resources, and support to perform job functions and identify team needs through regular and consistent feedback and coaching.
• Collaborate with underwriting, mortgage loan origination, processing, and closing teams to enhance cross-departmental processes.
• Establish, monitor, and report on performance metrics to ensure service-level expectations are met.

Mortgage Servicing Operations:

• Oversee all mortgage servicing functions, including payment processing, escrow administration, investor reporting.
• Ensure timely and accurate loan servicing in compliance with regulatory and investor requirements (Fannie Mae, Federal Home Loan Bank).
• Manage escrow processes, including tax and insurance payments, escrow analysis, and member communications.
• Monitor servicing workflows and implement process improvements to enhance efficiency, accuracy, and the member experience.

Compliance and Risk Management:

• Ensure compliance with all applicable federal, state, and investor servicing regulations.
• Stay current on regulatory changes impacting mortgage servicing and implement procedural updates as needed.
• Oversee compliance with CFCB servicing rules, FNMA, FHLB, HMDA, Mortgage Insurance requirements, FCRA, and other applicable regulations.
• Support internal and external audits by responding to requests, providing documentation, and implementing corrective actions when necessary.
• Partner with compliance and risk teams to identify servicing risks and ensure appropriate controls are in place.

Member Experience:

• Champion a member-focused approach to mortgage servicing, ensuring clear communication and a positive member experience.
• Resolve escalated member issues promptly, professionally, and in alignment with credit union standards.
• Collaborate with mortgage lending, collections, and compliance teams to ensure a seamless mortgage lifecycle from closing through payoff.

• Maintain strong relationships with investors and service providers to ensure best practices in servicing operations.

Qualifications:

The requirements listed below are representative of the knowledge, skill, and/or ability required for this position.

Education/Experience:

• Bachelors degree in Business, Finance, or a related field (or equivalent experience).
• Minimum of 5-7 years of experience in mortgage servicing, loan administration, or quality control, with at least 3 years in a management role.

Knowledge/Skills/Abilities/Competencies

• Strong understanding of mortgage servicing regulations, investor guidelines, and compliance requirements.
• Proven leadership experience with success developing and managing high-performing teams.
• Excellent analytical, organizational, and problem solving skills.
• Strong communication and interpersonal skills, with the ability to collaborate across departments.
• Proficiency in mortgage servicing systems, reporting platforms, and workflow tools.

Compliance Accountabilities:

The Mortgage Servicing Manager must act in accordance with Community First Credit Union policies and procedures. The position requires completion of all required compliance training and continuing education within specified timelines and maintenance of working knowledge of applicable laws, regulations, and internal procedures within the Mortgage Operations function.

Work Environment:

The work environment is characteristic of a professional office setting. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.