Centralized Servicing Manager

About the role

The Centralized Loan Servicing Manager plays a key leadership role in delivering exceptional loan servicing experiences for our members. This position oversees the servicing operations for various types of loans including residential real estate, consumer loans, auto loans, and lines of credit.

Responsibilities

• Manage the daily centralized servicing activities of the credit union across real estate transactions, consumer loan transactions, bankruptcy administration, and related member servicing functions.
• Ensure servicing standards, procedures, and regulatory requirements are consistently understood and applied across consumer and real estate lending products, including member account maintenance, loan servicing requests, payment and payoff support, collateral-related servicing, and documentation requirements.
• Develop and maintain a cross-training approach to ensure team members are fully trained across all servicing disciplines and products, including consumer loans, real estate loans, and related functions.
• Work closely with the compliance team regarding compliance requirements impacting real estate mortgage pricing, rate locks, investor reporting and secondary market requirements, federal and state regulations, and CU policies and procedures.
• Identify risks and the effectiveness of internal controls; ensure appropriate controls are in place to monitor funding times and avoid negative impact to profit or income opportunities.
• Maintain a cadence for reviewing and assessing the effectiveness of departmental policies and procedures and make recommendations for changes and improvements when needed.
• Continuously evaluate and make recommendations to enhance service levels, reduce expenses, improve operational efficiencies, and member experience, and assist in scalability and ease of use for internal and external stakeholders.
• Review call queues, service interactions, and escalated member issues to ensure members receive accurate, timely, and helpful support.
• Coach team members by reviewing service quality, giving feedback, and following up on improvement plans to support strong service, accuracy, and productivity.
• Help team members recognize member needs and make appropriate referrals or service recommendations.
• Oversee key servicing work such as escrow, payoffs, taxes and insurance, payments, collateral records, and related servicing tasks to ensure work is accurate, on time, and compliant.
• Maintain controls, quality checks, reports, and workflow tracking to make sure servicing work is completed consistently and correctly.
• Track service quality, response times, work volumes, productivity, trends, and improvement efforts, and share updates with senior leadership.
• Works with other departments to share service updates, process changes, product changes, and operational impacts, and serves as a resource for frontline and back-office staff.
• Work across departments to find service improvements, resolve process issues, and improve the experience for members and employees.
• Work with senior leadership to expand the centralized service model to additional products and clearly define responsibilities so the team can scale effectively.
• As needed, participates in the gathering of documentation, and assists with exam and audit prep.
• Effectively use written and oral communication skills in daily correspondence and completion of tasks.
• Consistently communicate a positive and clear message around the credit union’s strategic goals, objectives, and delivery of quality services to members.
• Comply with all aspects of BSA/AML, OFAC, Fannie Mae, RESPA, TILA, Reg Z, ECOA and other regulations and guidelines as they relate to this position, pre-funding, post-closing, and third-party review.

Qualifications

• A bachelor’s degree in finance, accounting, business accounting, or related field or 4 additional years of specific work experience in lieu of degree.
• 5 or more years of specific work experience with a thorough knowledge of mortgage lending products, processes, and regulations.
• Working knowledge of MS Office, Symitar, Mortgagebot, Centerpoint, Simplifile, Guild, etc.
• Prior specific work experience in a credit union.