Mortgage Servicing Operations Manager
Full-time
BurnsSearch, LLC
Position Summary: The Mortgage Servicing Operations Manager is a key leadership role responsible for supporting the strategic direction and daily operations of Performing Loans. This position demands a high level of creativity, agility, and problem-solving ability to navigate evolving regulatory landscapes, investor requirements, and customer expectations. This professional has experience managing a servicing portfolio of 5,000-15,000+ loans with an agency or investor driven environment. The Mortgage Servicing Operations Manager will lead by example, fostering a culture of continuous improvement, collaboration, and service excellence driving team development, operational integrity, and contribute meaningfully to departmental planning, compliance oversight, and risk mitigation. Essential Functions
- Manage daily operations of the performing loan servicing portfolio, ensuring service standards, regulatory timelines, and investor requirements are consistently met across all servicing functions.
- Oversee customer service performance through Customer Experience leadership, including call quality, borrower experience, escalation management, and adherence to service level metrics.
- Serve as a lead resource for process development, documentation review, and department projects related to the loan servicing lifecycle.
- Monitor and manage operational risk, collaborating with leadership to minimize risk and enhance customer experience without compromising efficiency.
- Key collaborator for annual department budget and monitoring of budgetary goals.
- Provide leadership through talent acquisition, workforce planning, and performance management.
- Deliver training, mentoring, and coaching to team members; assign responsibilities to promote cross-training and knowledge development.
- Conduct employee performance reviews and address personnel issues, including grievances and disciplinary actions.
- Lead by example, motivating the team and fostering a culture of accountability, growth, and continuous improvement.
- Contribute to departmental goal-setting, strategic planning sessions, and the development of initiatives that align with organizational objectives.
- Lead team meetings and facilitate communication across the mortgage lifecycle, as well as with key stakeholders to ensure alignment and engagement.
- Demonstrate in-depth knowledge of mortgage servicing federal regulations and investor requirements, applying that expertise to guide team decisions and maintain operational integrity.
- Collaborate with the Compliance Department to interpret regulatory changes and deliver ongoing compliance training to staff.
- Research and respond to audit and compliance findings; implement corrective actions and process improvements as needed.
- Responsible for risk and critical process review in the banks enterprise risk management system; and for responding to quality control findings or questions from QC, Compliance, Audit, and Investors.
- Monitor and report compliance issues or violations in accordance with bank policy.
- Track and analyze key performance metrics; prepare and present regular reports to management on workflow, volume, and quality.
- Ensure adherence to investor and GSE service level agreements (SLAs) for all assigned servicing activities, including timeline management and quality standards.
- Use data insights to support decision-making and identify opportunities for operational enhancements.
- Maintain strong oversight of servicing system data integrity to support accurate downstream investor reporting, escrow analysis, and borrower records.
- Design and maintain department dashboards.
- Ensure team members are trained and comply with bank policy, laws, and regulations applicable to their roles. Monitor their adherence to internal controls and take action to address employee performance issues.
- Report all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
- Regular and reliable attendance is an essential function of this position.
- Perform other job related duties or special projects as assigned.
Vacancy posted 9 days ago
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