Centralized Servicing Manager

Centralized Servicing Manager

We are seeking an experienced Centralized Servicing Manager to lead a high-performing contact center team responsible for servicing Real Estate and Consumer Loan portfolios, including Mortgage, Auto, HELOC, and Personal Loans. The ideal candidate brings a proven track record of driving productivity, achieving service level goals, and delivering exceptional member experiences while leading teams in a fast-paced servicing environment. This leadership role requires a minimum of five years of experience managing loan and/or financial institution servicing professionals and a strong commitment to operational excellence.

Position Status: Full-Time Exempt

Reports to: AVP Centralized Servicing

Target Hiring Pay Range: $65,973 - $82,466

The primary purpose of this position is to assist CenterParc Credit Union to live out our Mission, "To help our members achieve financial success by providing exceptional products and service."

The Centralized Servicing Manager is responsible for providing leadership, oversight, and guidance to a team of service providers supporting member servicing across real estate servicing, and consumer loan servicing. This position helps ensure operational efficiencies, consistent servicing practices, and best-in-class member experiences across consumer and real estate loans and a broad range of member-facing transactions, tasks, account maintenance, and product servicing opportunities.

Essential Duties and Responsibilities: Other duties may be assigned

1. Adhere to and deliver on CPCU's core values: Serve Exceptionally, Commit to Better, Find the Fun, Invest in Integrity, Follow the Numbers, Go Forth and Conquer, Protect with Passion
2. Manage the daily centralized servicing activities of the credit union across real estate transactions, consumer loan transactions, bankruptcy administration, and related member servicing functions to promote consistent service delivery across lending products.
3. Ensure servicing standards, procedures, and regulatory requirements are consistently understood and applied across consumer and real estate lending products, including but not limited to member account maintenance, loan servicing requests, payment and payoff support, collateral-related servicing, and documentation requirements.
4. Develop and maintain a cross-training approach to ensure team members are fully trained across all servicing disciplines and products, including consumer loans, real estate loans, and related functions.
5. Work closely with the compliance team regarding compliance requirements impacting real estate mortgage pricing, rate locks, investor reporting and secondary market requirements, federal and state regulations and CU policies and procedures.
6. Identify risks and the effectiveness of internal controls; ensure appropriate controls are in place to monitor funding times and avoid negative impact to profit or income opportunities.
7. Maintain a cadence for reviewing and assessing the effectiveness of departmental policies and procedures and make recommendations for changes and improvements when needed.
8. Continuously evaluate and make recommendations to enhance service levels, reduce expenses, improve operational efficiencies and member experience, and assist in scalability and ease of use for internal and external stakeholders.
9. Review call queues, service interactions, and escalated member issues to ensure members receive accurate, timely, and helpful support.

1. Coach team members by reviewing service quality, giving feedback, and following up on improvement plans to support strong service, accuracy, and productivity.
2. Help team members recognize member needs and make appropriate referrals or service recommendations.
3. Oversee key servicing work such as escrow, payoffs, taxes and insurance, payments, collateral records, and related servicing tasks to ensure work is accurate, on time, and compliant.
4. Maintain controls, quality checks, reports, and workflow tracking to make sure servicing work is completed consistently and correctly.
5. Track service quality, response times, work volumes, productivity, trends, and improvement efforts, and share updates with senior leadership.
6. Works with other departments to share service updates, process changes, product changes, and operational impacts, and serves as a resource for frontline and back-office staff.
7. Work across departments to find service improvements, resolve process issues, and improve the experience for members and employees.

1. Work with senior leadership to expand the centralized service model to additional products and clearly define responsibilities so the team can scale effectively
2. As needed, participates in the gathering of documentation, and assists with exam and audit prep.
3. Effectively use written and oral communication skills in daily correspondence and completion of tasks.
4. Consistently communicate a positive and clear message around the credit union's strategic goals, objectives, and delivery of quality services to members.
5. Comply with all aspects of BSA/AML, OFAC, Fannie Mae, RESPA, TILA, Reg Z, ECOA and other regulations and guidelines as they relate to this position, pre-funding, post-closing, and third-party review.
6. Other duties as assigned.

Supervisory Responsibilities: Provides direct leadership, coaching, performance guidance, and workload oversight for the centralized servicing team of 8 12 team members.

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

REQUIRED EDUCATION and/or Experience:

• A bachelor's degree in finance, accounting, business accounting, or related field or 4 additional years of specific work experience in lieu of degree
• 5 or more years of specific work experience with a thorough knowledge of mortgage lending products, processes, and regulations.
• Working knowledge of MS Office, Symitar, Mortgagebot, Centerpoint, Simplifile, Guild, etc.

PREFERRED EDUCATION and/or Experience:

• Specific working knowledge of Fannie Mae, Freddie Mac, and other real estate lending regulations
• Prior specific work experience in a credit union
• Work related professional certifications/licenses

Physical Job Requirements:

Subject to business needs the position may require non-standard work hours (occasional evenings and/or occasional weekends), overnight travel less than 10%, and the ability to lift and carry weights of 5 to 20 pounds. Must be able to sit, stand, bend, or stoop as needed and the ability to interact with people in writing, over the phone, and in person as required. Must be physically able to operate a variety of automated office machines such as calculator, computer, printer, facsimile, telephone, copier, etc.

Center Parc Credit Union is an equal opportunity employer committed to providing equal opportunities to applicants and our policy is not to discriminate against any applicant or employee based on race, color, sex, religion, national origin, disability status or veteran status or any other basis protected by applicable federal, state, or local laws. Center Parc Credit Union prohibits harassment based on the same protected classes and criteria.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

The requirements for the position listed are general and are not all inclusive. If you have any questions concerning this position, please contact Human Resources.

Please note that an employment offer, and your continued employment are contingent upon acceptable results of a background and credit check, and satisfactory proof of your right to work in the U.S.