Servicing Oversight Manager; BR 10 - Mortgage Ops; 8.8.25

Position Summary

The Servicing Manager oversees all aspects of the mortgage loan servicing portfolio for the bank’s mortgage division, ensuring compliance with investor, regulatory, and bank policy requirements. This role is responsible for managing the servicing team, optimizing processes, safeguarding asset quality, and delivering an exceptional customer experience from post-closing through loan payoff.

Key Responsibilities

1. Operational Oversight

• Direct daily mortgage servicing operations, including payment processing, escrow administration, investor reporting, and payoff processing.
• Monitor servicing performance metrics, delinquency trends, and portfolio quality.
• Ensure accurate and timely posting of transactions in core servicing systems.

1. Compliance & Risk Management

• Maintain compliance with all applicable regulations, including CFPB, RESPA, TILA, HMDA, FDCPA, and bank-specific servicing policies.
• Oversee internal and external audits, addressing findings promptly and effectively.
• Ensure adherence to investor guidelines (Fannie Mae, Freddie Mac, FHA, VA, USDA, private investors).

1. Team Leadership & Development

• Supervise, mentor, and train servicing staff, and/or the bank’s subservicing partner, to maintain high performance and compliance standards.
• Set clear objectives, conduct performance reviews, and implement ongoing skills development.
• Foster a culture of accountability, teamwork, and customer focus.

1. Customer Service & Retention

• Ensure timely, professional handling of borrower inquiries, complaints, and escalations.
• Oversee loss mitigation processes, including loan modifications, forbearances, and short sales.
• Collaborate with bank relationship managers to preserve customer relationships and identify cross-sell opportunities.

1. Process Improvement & Technology

• Evaluate and enhance servicing workflows for efficiency, accuracy, and scalability.
• Leverage software capabilities to improve automation and reporting.
• Recommend technology upgrades to meet changing compliance or investor requirements.

Required Qualifications:

• Bachelor’s degree in Business, Finance, or a related field; advanced degree preferred
• Strong understanding of loan servicing regulations and investor requirements (including FHA, VA, Fannie Mae, Freddie Mac)
• Proficiency with mortgage systems 
• Excellent communication, organizational, and analytical skills