Manager, Loan Support & Servicing

Job Overview

PenFed is hiring a Manager, Loan Support & Servicing to work onsite at our Omaha, Nebraska Service Center. PenFed seeks a highly experienced Manager of Loan Servicing to lead and optimize loan servicing operations.

Responsibilities

• Lead, mentor and develop a high-performing loan servicing team, ensuring accuracy, efficiency, and compliance in servicing activities.
• Oversee daily operations including but not limited to payoffs and payments, credit disputes, and credit reporting.
• Identify and resolve operational issues in a timely and efficient manner.
• Ensure compliance with FCRA, NCUA and Investor guidelines, and all internal policies and procedures.
• Develop and monitor key performance indicators, prepare reports for senior leadership and implement data-driven strategies for continuous improvement.
• Develop strategies to improve member interactions, resolve escalated issues and enhance overall service levels.
• Ensure optimal use of loan servicing systems, collaborate on system upgrades, and drive digital transformation initiatives.
• Develop and update policies and procedures and develop controls to ensure the accuracy of the processes.
• Work closely with business leaders, technology teams, and stakeholders to ensure alignment between technology, operations, and business needs.
• As necessary, negotiate with vendors on Statements of Work and cost.

Qualifications

• Equivalent combination of education and experience is considered.
• Bachelor’s degree in related field required, master’s degree or MBA preferred.
• Minimum of six (6) years of experience in loan servicing, preferably in a financial institution.
• Minimum of three (3) years of supervisory / assistant manager experience.
• Minimum of three (3) years of experience with credit reporting and dispute processes preferred.
• In-depth knowledge of loan servicing regulations, compliance requirements, and industry best practices.
• NACHCA and ACH processing knowledge required.
• Experience balancing general ledgers in banking operations preferred.
• Proven ability to strategically lead teams, develop talent, and drive operational excellence.
• Strong problem-solving skills, analytical mindset and attention to detail.
• Proficiency in loan servicing platforms and familiarity with process automation tools.
• Excellent written and verbal communication skills and stakeholder management skills.
• Proficiency using all Microsoft Office Suite products.
• Experience using A.I. tools preferred.

Supervisory Responsibility

This position will supervise employees.

Licenses and Certifications

• PMP, Six Sigma, or Agile certification preferred.
• FCRA Certification for Data Users and Data Furnishers preferred.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

Travel

Ability to travel to various worksites and be on-call is required.

Pay Transparency

The anticipated starting salary range for this role is $69,000.00 - $119,827.00

Benefits

• Comprehensive health, dental, and vision plans;
• Paid time off;
• Family-friendly benefits like paid parental leave, care support, and fitness center access;
• Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage;
• Supports growth via education assistance, community involvement, and volunteer opportunities.

Purpose

Helping members achieve their dreams since 1935.

Equal Employment Opportunity

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.