Loan Servicing Manager

SUMMARY:

The Loan Servicing Manager is responsible for overseeing the day-to-day operations of the loan servicing department, ensuring accurate and compliant processing across the credit union's mortgage, home equity line of credit (HELOC), and commercial lending portfolios. This role leads a team of 4+ servicing professionals and serves as a key operational partner to the VP of Loan Servicing & Collections in driving process improvements, resolving member escalations, and maintaining regulatory compliance.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Loan Servicing Operations

• Oversee all loan servicing functions across mortgage, HELOC, and commercial loan portfolios, including payment processing, payoff quotes, loan boarding, and account maintenance
• Ensure accurate and timely application of payments, including the proper handling of partial payments, suspense accounts, and payment reversals
• Manage escrow administration functions including escrow analysis, disbursements, shortage/overage calculations, and member communications related to escrow adjustments
• Monitor and manage adjustable-rate mortgage (ARM) portfolios, including rate change notifications, index tracking, rate adjustments, and interest recalculations
• Ensure accurate interest accrual and calculation across variable-rate, fixed-rate, and interest-only loan products

Team Leadership & Development

• Directly supervise, coach, and develop a team of 4+ loan servicing specialists
• Establish performance expectations, conduct regular one-on-ones, and complete annual performance reviews
• Identify training needs and ensure staff are current on regulatory changes, system updates, and credit union policies
• Foster a member-first culture focused on accuracy, accountability, and continuous improvement

Compliance & Risk Management

• Ensure all servicing activities comply with applicable federal and state regulations, including RESPA, TILA, HMDA, and NCUA guidelines
• Maintain and update department procedures and controls to mitigate operational and compliance risk
• Assist in internal and external audits, responding to findings and implementing corrective action plans as needed
• Monitor investor reporting requirements and ensure timely and accurate reporting for any secondary market activity

Member Relations & Escalations

• Serve as an escalation point for complex member inquiries or complaints related to payment disputes, escrow discrepancies, ARM adjustments, or account errors
• Partner with the collections team and Member Services to resolve issues promptly and professionally

Process Improvement & Reporting

• Identify inefficiencies in servicing workflows and lead initiatives to improve accuracy, turnaround times, and member satisfaction
• Prepare and present regular departmental reports to the VP of Loan Servicing & Collections, including volume metrics, error rates, and outstanding issues
• Assist in system upgrades, conversions, and testing as they relate to loan servicing platforms

Disclaimer: The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

SUPERVISORY RESPONSIBILITIES:

Supervises all Residential and Commercial Loan Servicers

QUALIFICATIONS:

• Minimum 5 years of loan servicing experience, with demonstrated knowledge across mortgage, HELOC, and commercial lending portfolios
• Minimum 2 years in a supervisory or lead role within a loan servicing or lending operations environment
• Strong working knowledge of escrow analysis and administration, payment processing, and loan accounting principles
• Solid understanding of interest calculation methodologies across fixed, variable, and adjustable-rate loan products
• Familiarity with ARM servicing, including index/margin structures, rate adjustment caps, and member disclosure requirements
• Working knowledge of applicable regulations including RESPA, TILA, and NCUA guidelines
• Proficiency with loan servicing software and core banking systems
• Strong analytical, organizational, and written/verbal communication skills
• Ability to manage competing priorities in a fast-paced, member-focused environment

 Preferred Qualifications: 

Experience with adjustable-rate mortgage (ARM) servicing is highly desirable, including a strong understanding of rate forecasting, index and margin calculations, rate adjustment schedules, and interest accrual methodologies. Candidates with demonstrated acumen in the calculation of interest on loans — including variable and fixed-rate products — will be given preference. Familiarity with escrow analysis, payment application processes, and investor reporting is a plus. Experience with Jack Henry & Associates (including any of its core banking or loan servicing platforms) is not required but would be considered a significant advantage.

EDUCATION:

• High school diploma or the equivalent.

SCU Credit Union is an equal employment opportunity employer.