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Position Summary
The Loan Servicing Manager is responsible for leading the daily operations of the credit union’s loan servicing function, ensuring that consumer, real estate, and other applicable loan portfolios are serviced accurately, efficiently, and in compliance with credit union policies, procedures, and federal and state regulatory requirements. This role provides leadership to loan servicing staff, supports exceptional member service, safeguards loan file integrity, oversees payment processing and account maintenance, and partners with lending, collections, compliance, accounting, and branch teams to support the full life cycle of the loan portfolio.
Reporting and Classification
- Department: Loan Department / Loan Servicing
- Reports To: Vice President of Lending, Director of Loan Operations, or designated senior leader
- Supervisory Responsibility: Yes
- FLSA Classification: Exempt
- Work Schedule: Full-time; may require occasional extended hours based on business needs
Essential Duties and Responsibilities
- Manage the daily loan servicing operations for consumer loans, auto loans, credit cards, mortgages, home equity loans, and other loan products offered by the credit union.
- Oversee loan payment processing, payoff requests, account maintenance, loan boarding, escrow administration, insurance tracking, title processing, collateral documentation, and lien release activities.
- Ensure loan servicing activities are completed accurately, timely, and in accordance with internal policies, member service standards, investor or vendor requirements, and applicable laws and regulations.
- Supervise, train, coach, and evaluate loan servicing staff; assign work, monitor productivity, and promote accountability, teamwork, and professional growth.
- Serve as an escalation point for complex member inquiries, loan servicing issues, payment discrepancies, account corrections, and loan documentation concerns.
- Partner with lending, collections, compliance, accounting, branch operations, and third-party vendors to resolve servicing matters and improve workflow efficiency.
- Monitor loan servicing reports, exceptions, ticklers, and quality control findings to ensure timely follow-up and resolution.
- Maintain accurate loan records and ensure required documentation is retained in accordance with credit union policy and regulatory requirements.
- Support audit, compliance, and examination requests by providing documentation, reports, explanations, and corrective action follow-up as needed.
- Identify process improvement opportunities, recommend solutions, and assist with implementation of technology, automation, and procedural enhancements.
Required Qualifications
- Associate degree in business, finance, accounting, or a related field, or equivalent combination of education and relevant experience.
- Minimum of five years of loan servicing, lending operations, consumer lending, real estate lending, or related financial institution experience.
- Minimum of two years of supervisory, team lead, or management experience preferred.
- Strong understanding of loan servicing practices, loan documentation, payment processing, collateral tracking, payoff processing, and account maintenance.
- Working knowledge of applicable lending and servicing regulations, including consumer protection, privacy, fair lending, credit reporting, lien perfection, and record retention requirements.
- Strong leadership, problem-solving, communication, organization, and member service skills.
- Ability to manage competing priorities, meet deadlines, analyze reports, resolve exceptions, and maintain a high level of accuracy.
- Proficiency with core processing systems, loan origination or servicing platforms, Microsoft Office applications, and standard office technology.
Preferred Qualifications
- Bachelor’s degree in business administration, finance, accounting, or a related discipline.
- Credit union or community financial institution experience.
- Experience with mortgage servicing, escrow analysis, insurance tracking, title administration, collections coordination, or vendor management.
- Experience preparing for internal audits, external audits, regulatory examinations, or loan portfolio quality reviews.
- Familiarity with credit union values, member-focused service, and cooperative financial services.
Core Competencies
- Leadership: Builds trust, develops staff, sets clear expectations, and promotes a positive, accountable team environment.
- Member Focus: Supports a service culture that is responsive, respectful, accurate, and aligned with the credit union’s mission.
- Compliance Orientation: Maintains awareness of regulatory requirements and ensures procedures are followed consistently.
- Operational Excellence: Uses data, reports, and workflow reviews to improve accuracy, efficiency, and risk control.
- Communication: Communicates clearly with staff, members, leadership, vendors, and cross-functional partners.
- Problem Solving: Researches issues, evaluates options, and resolves member and operational concerns with sound judgment.
Working Conditions and Physical Requirements
This position primarily operates in a professional office environment and routinely uses standard office equipment such as a computer, phone, scanner, and copier. The employee is regularly required to communicate, sit for extended periods, use hands and fingers to operate equipment, and review information on a computer screen. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
Equal Opportunity Statement
The credit union is an Equal Opportunity Employer and considers qualified applicants for employment without regard to race, color, religion, national origin, sex, age, disability, veteran status, or any other status protected by applicable law. This job description is intended to describe the general nature and level of work performed and is not intended to be an exhaustive list of all responsibilities, duties, or qualifications associated with the position.
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