Loan Servicing Manager

About the role

The Loan Servicing Manager leads a team responsible for the full lifecycle of loan servicing operations, including loan servicing, insurance tracking, escrow administration, and system reviews. This position facilitates compliance with regulatory requirements, supports audit readiness, and drives process improvement across servicing functions.

Position Summary

You’ll work across teams, solve challenges with a smile, and make sure the entire organization moves as one. You’ll provide leadership and support to the Loan Servicing team, fostering a supportive and growth-oriented culture. You’ll supervise, train, and mentor staff, identify professional development opportunities, and provide performance feedback on an ongoing basis. You’ll encourage innovation, efficiency, and growth within the team to improve banking processes, manage compliance, and inspire excellence.

Position Duties And Responsibilities

• Provide leadership and support to the Loan Servicing team, fostering a supportive and growth-oriented culture
• Supervise, train, and mentor staff. Identify professional development opportunities and provide performance feedback on an ongoing basis
• Encourage innovation, efficiency and growth within the team to improve banking processes, manage compliance and inspire excellence
• Manage the full lifecycle of loan servicing operations, including loan servicing, insurance tracking, escrow administration, and system reviews
• Oversee servicing functions to include payoffs, payment corrections, statements, and maintenance requests
• Investigate and resolve loan account discrepancies including balance mismatches, call code errors, and posting issues
• Responsible for troubleshooting and correcting system-related errors
• Process maintenance requests received via the ticketing system or internal communications
• Confirm timely and accurate posting of payments to loan accounts
• Respond to customer inquiries related to servicing, payoffs, and account maintenance
• Document servicing processes and procedures including revisions as needed
• Manage system review checklists to verify compliance with internal policies and regulatory standards
• Monitor insurance documentation for collateral and coordinate with third-party vendors for force-placed coverage
• Verify compliance with flood and hazard insurance requirements including tracking and reporting
• Lead monthly insurance meetings to review procedures and resolve escalations
• Evaluate and improve force-placed insurance procedures, including integration with escrow fields and reporting impacts
• Oversee escrow account setup, analysis, and disbursements in accordance with RESPA and CFPB guidelines
• Verify timely delivery of initial escrow disclosures and annual analyses
• Manage escrow exceptions and shortages and coordinate with lenders for corrections
• Support internal audits and maintain documentation for SOX and BSA/AML compliance
• Prioritize cross-functional collaboration with various business units to facilitate seamless operations and alignment with strategic goals
• Maintain strong communication with lending, underwriting, and insurance teams
• Evaluate and optimize business systems and procedures to improve operational efficiency, identifying opportunities for refinement and innovation including automation and AI-based document review pilots, and enhancing employee and customer experience
• Oversee the management of internal controls, exam needs, regulatory needs, etc.
• Participate in recruitment, hiring, and succession planning for key roles in the department
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional associations
• Attend training as requested
• Adhere to compliance with all federal bank regulations and laws, including those for consumer protection and the Bank Secrecy Act/Anti-Money Laundering Program
• Participate in outside community activities as required

Required Qualifications

• High school diploma or GED
• Bachelor’s degree in related field preferred
• 3 years of experience in bank lending, loan operations or related field
• 1 year of supervisory or leadership experience
• Solid understanding of lending regulations, loan underwriting, audit standards and risk management relevant to the lending function
• Knowledge of lending processes, documentation, collateralization, UCC-1 Law, lien perfection, and Deeds of Trust
• Proficient with Microsoft Office and other standard software applications
• Strong analytical skills
• Effective written and verbal communication skills with strong presentation skills
• Excellent interpersonal skills
• Detail oriented
• Critical thinking and problem-solving skills
• High standards for integrity, honesty, professionalism, and work ethic
• Commitment to service excellence
• Able to work independently while demonstrating excellent organization and follow through
• Able to prioritize workload
• Self-motivated, positive, and enthusiastic
• Willing to grow and be challenged