Mortgage Servicing Manager

Job Summary:

Mortgage Servicing Manager

Key Responsibilities:

• Lead and manage the mortgage servicing operations team including team leads and specialists.
• Oversee the entire loan servicing lifecycle post-origination: payments, escrow, taxes, insurance, and payoff.
• Monitor SLAs, TATs, and quality metrics to ensure adherence to regulatory and contractual requirements.
• Coordinate with cross-functional departments including Compliance, Legal, Customer Support, and Technology.
• Manage audits, regulatory inspections, and internal/external reporting requirements.
• Identify and implement process improvements and automation opportunities.
• Train, coach, and mentor team members to enhance performance and professional growth.
• Handle escalations and complex borrower issues with professionalism and adherence to policies.
• Stay up to date with changes in mortgage servicing regulations (FHA, VA, CFPB, etc.).

Requirements:

• Bachelor’s degree in Finance, Business Administration, or a related field.
• 7–10 years of experience in mortgage servicing with at least 3 years in a leadership role.
• Strong knowledge of mortgage products, loan servicing regulations, and investor guidelines (e.g., Fannie Mae, Freddie Mac, Ginnie Mae).
• Experience with servicing systems (e.g., MSP, Black Knight, FIS, or equivalent).
• Proven track record in team management, performance improvement, and regulatory compliance.
• Strong analytical, problem-solving, and communication skills.

Preferred Skills:

• Experience managing offshore/remote teams.
• Familiarity with customer experience metrics (e.g., CES, NPS) in mortgage services.
• Lean Six Sigma or process improvement certification (preferred but not mandatory).