AVP, Mortgage Servicing Operations

Job Overview

PenFed is hiring a (Hybrid) AVP, Mortgage Servicing Operations at our Irving, Texas service center. The primary purpose of this role is to provide day-to-day operational leadership and execution support across assigned Mortgage Servicing functions. The Assistant Vice President (AVP) is responsible for ensuring operational effectiveness, regulatory compliance, risk discipline, and service quality within a defined functional scope, while executing strategies established by VP and SVP leadership. The role partners closely with senior leadership, Business Controls, Compliance, Finance, and Technology teams to execute strategy, maintain audit and examination readiness, and drive continuous improvement. This position manages teams, implements standardized processes, monitors performance metrics, and supports required controls in accordance with federal, state, investor, and GSE requirements. Decision-making authority is exercised within established governance frameworks, approved policies, and defined escalation protocols; final strategic, financial, and risk decisions are retained by VP/SVP leadership.

Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

• Lead operational execution for assigned mortgage servicing functions, ensuring service level, quality, compliance, and productivity standards are met.

• Manage and develop managers and staff through coaching, performance management, and professional development.

• Assist with personnel related matters including recruiting, staffing, performance appraisals, training, counseling and continuing professional development within a matrix managed organization.

• Foster a culture of transparency and objectivity across all areas of responsibility by creating an environment which facilitates open communication and idea sharing from all levels within the group hierarchy so that employees can be empowered to own rather than simply perform functional responsibilities.

• Implement sufficient training and automation to ensure continuity of operations.

• Support implementation of policies, procedures, and controls to meet regulatory, investor, and enterprise requirements.

• Monitor operational KPIs, risk indicators, and quality results; analyze trends and recommend corrective actions.

• Partner with Business Controls, Compliance, Quality Control, Finance, IT, and Vendor Management to support audit, examination, and remediation activities; escalate material risk issues to VP/SVP leadership as required.

• Execute operational change initiatives, system enhancements, and process improvements as directed by senior leadership.

• Contribute to budget inputs, forecasting data, expense monitoring, and variance analysis within assigned operational scope; does not hold final budget approval authority.

• Support vendor oversight activities including performance monitoring and issue resolution.

• Promote a collaborative, member-centric culture aligned with PenFed values.

• Prepare and present operational updates, dashboards, and analysis to VP and SVP leadership.

• Establish objectives, goals and performance standards for assigned job functions; analyze, develop, revise and implement related policies and procedures and ensure that they are met to produce high performing team members with high retention rates.

• Oversee and evaluate contemporary best practices, systems and procedures within a matrix-managed organization that spans multiple operational areas.

• Partner closely with the Office of the General Counsel, TPRM, Procurement, Compliance, Finance, and Accounting to ensure alignment, effective oversight, and operational excellence across all supported functions.

• Ensure proper risk disciplines are in place to enhance the Credit Union's reputation among stakeholders and our investors.

• Set strategy based on a thorough understanding of regulatory and contractual obligations while balancing financial accounting and compliance requirements to meet both short term operational needs and long-term organizational objectives.

• Provide leadership implementing new products or offerings while ensuring adherence to other investors, insurers and guarantor guidelines. Establishing controls with state and federal laws through consistent and thorough inspection.

• Create, maintain and continuously improve target operating model for physical and electronic mortgage document management, which should adhere to all investor and regulatory requirements, and ensure portfolio risks are known, reported, and always mitigated.

• Manages the business with traditional contact center performance support metrics and quality standards, including accurate revenue and expense forecasting. Utilizes knowledge of contact center technologies (telephony, quality, training, etc.).

• Lead members experience attribution and digital strategies through decisive operational changes, encouraging flexibility and strategic thinking to meet member demand.

• Benchmarks efficiency of operations against industry peers.

• Develop and manage strategy for oversight with document custodians and vault facility to ensure collateral files are tracked and managed according to GSE requirements and enterprise policies.

• Manage various complex analytical functions within a business unit related to data management, system administration, process improvement, and digital solutions including assessing best methods for use cases (e.g. reporting, scripting, trans, RPA)

• Support Vendor Oversight protocols, Information Security requirements, and compliance, examination, audit, and fulfillment processes.

• Coordinate with Business Controls, Quality Control, and other Business Operations areas is required to support the three lines of defense by identifying issues, developing action plans, and addressing risks that may require operational updates in compliance with Board and Management policies and procedures.

• Develop accurate and timely dashboards utilizing data and analytics to benchmark key performance indicators and against industry peers and company strategic Develop and analyze key risk indicators and portfolio stratifications for internal and external use.

• Helps safeguard PenFed's computer and IT systems by monitoring staff adherence of all security policies and related training for individuals managed by this role. Takes appropriate action working with IT Security and HR when necessary to address any security breaches.

Qualifications

Equivalent combination of education and experience is considered.

• Bachelor's degree required; equivalent combination of education and experience may be considered.

• Minimum of twelve (12) years of progressive experience in mortgage servicing, financial services, or another highly regulated industry.

• Minimum of five (5) years of management experience leading operational teams and a minimum of two (2) years at a director level.

• Demonstrated knowledge of mortgage servicing operations, regulatory compliance, and investor requirements.

• Experience supporting audits, examinations, and issue remediation.

• Working knowledge of mortgage servicing systems and reporting tools; ICE/MSP experience preferred.

• Adaptable and trustworthy senior leader with deep integrity, a team centered orientation and a collaborative approach to problem solving.

• Motivational leadership style with a penchant for leading by example, disciplined action and driving results.

• Demonstrated ability to recruit and retain best in class talent who thrive in a fast-paced high growth environment.

• Experience in mortgage technology, mortgage operations and mortgage compliance which includes federal, state, and GSE guidelines.

• Experience with ICE products and peripherals preferred.

• Current Black Knight user with a minimum of three (3) years utilizing BKFS products preferred.

• Ability to manage multiple competing priorities under tight deadlines in a fast-paced, dynamic environment.

• Must have proven strong analytical and problem-solving skills.

• Ability to organize time and resources to bring initiatives to successful completion.

• Strong written, verbal, organizational, communication and presentation skills necessary.

• Ability to lead cross-functional teams to achieve goals is required.

• Experience using A.I. tools preferred.

Supervisory Responsibility

This position will supervise employees.

Licenses and Certifications

There are no additional licenses and/or certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.

Travel

Ability to travel to various worksites and be on-call is required.

#LI-Hybrid

Benefits

At PenFed, we offer a robust benefits package designed to support you both personally and professionally. You'll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage. We also support growth via education assistance, community involvement, and volunteer opportunities.

Our Purpose

Helping members achieve their dreams since 1935.

Pentagon Federal Credit Union (PenFed) is one of America's largest federal credit unions, serving 2.8 million members worldwide with $29 billion in assets. PenFed offers market-leading certificates, checking and savings, credit cards, personal loans, mortgages, auto loans, and a wide range of other financial services, always with members' interests in mind. PenFed is federally insured by the NCUA and is an Equal Housing Lender.

Berkshire Hathaway HomeServices PenFed Realty, LLC is a full-service real estate company ready to assist our clients with buying, selling and renting a home. The company is a wholly owned subsidiary of PenFed Credit Union and is the largest independently-owned brokerage in the Berkshire Hathaway HomeServices network, placing us in the top 1% of all real estate brokerages in the country.

With almost 60 offices and nearly 2,000 world-class sales professionals, we offer complete service coverage in Virginia, Maryland, the District of Columbia, Delaware, Pennsylvania, West Virginia, Florida, Tennessee, Kansas and Texas. In addition, we also offer specialized client services which include management of vacation properties and long-term rentals, corporate relocation services and national referral network.

Equal Employment Opportunity

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.

PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at View phone number on click.appcast.io.