Director, Mortgage Loan Servicing Support

About the role

The Director, Mortgage Loan Servicing Support leads the mortgage servicing operation that delivers exceptional member experiences while driving operational excellence, compliance, and portfolio performance. This role partners across lending, payments, compliance, finance, technology, and member experience to improve processes, lead strategic initiatives, and support business growth. The ideal candidate is a collaborative leader who develops teams, drives results, and fosters a culture of continuous improvement.

Responsibilities

• Directs mortgage loan servicing operations and executes strategic priorities that support member service excellence, regulatory compliance, portfolio performance, and operational efficiency.
• Provides leadership on complex servicing matters, balancing member impact, regulatory requirements, investor and insurer expectations, and operational risk.
• Partners with senior leadership and cross-functional stakeholders to implement servicing strategy, align priorities, and support enterprise initiatives.
• Leads leaders and mortgage servicing teams with accountability for staffing, performance management, workflow oversight, budgeting, and employee development.
• Fosters effective partnerships across lending, collections and asset management, compliance, member experience, finance, and technology teams to drive alignment and operational results.
• Directs mortgage servicing process improvement efforts, including workflow standardization, control development, performance metric reporting, and implementation of sustainable operational enhancements; including release and defect testing, and operational efficiencies.
• Ensures training, procedures, and communication support policy adherence, regulatory compliance, effective change management, and consistent serv