Loan Servicing Manager

Remote Eligible: Hybrid Pay Range: $101,200 – $126,500 General Purpose of the Position Responsible for planning, organizing, and directing the Credit Union’s collateral management, loan maintenance, records management, deceased member accounts with loan, micro‑business processing and funding. Develops, reviews, and maintains clear and concise policies and procedures ensuring regulatory and legal compliance and mitigating risk for all department functions. Provides leadership, guidance, and coaching to the Loan Administration staff, ensuring efficient operations and regulatory adherence. Responsibilities Oversee the Loan Administration department, including collateral management for consumer, commercial, and mortgage loans, loan maintenance, payment processing, and record retention. Ensure compliance with Credit Union policies, NCUA regulations, and federal and state laws. Provide leadership to the Loan Administration team: set objectives, delegate tasks, communicate expectations, coach, manage performance, hire, train, and recommend salaries. Develop, implement, and maintain loan servicing procedures, forms, and quick reference guides to ensure compliance with all applicable regulations. Manage the processing of consumer, commercial, and mortgage loan documentation, including lien perfection, UCC filings, and lien releases. Manage insurance claims and GAP processing in accordance with Credit Union policies. Oversee loan adjustments and the processing of Government Guaranteed Loan documentation, payments, and modifications. Serve as the primary liaison with vendors and external agencies to coordinate updates, resolve issues, and communicate changes. Analyze and evaluate lending services and implement process improvements to enhance member and employee experiences. Prepare reports and maintain accurate records, researching and resolving discrepancies as needed. Oversee GAP refunds in compliance with state regulations while monitoring Credit Union liability. Ensure adherence to and compliance with SCRA, MLA, Regulation Z, Regulation B, and real‑estate lending regulations. Manage third‑party services for force‑placed insurance, ensuring compliance and proper claims processing. Support oversight of File Transfer Protocol (FTP) and API connectors related to document management systems. Oversee scanning, indexing, and quality control of imaged records to ensure accuracy and accessibility. Maintain and update the Credit Union’s record retention schedule in compliance with regulatory requirements. Collaborate with branches and departments to streamline records storage and retrieval processes. Oversee secure destruction of obsolete records in accordance with retention policies. Assist with the returned mail process, including address verification and resolution. Ensure compliance with FACTA, BSA, and AML regulations. Lead mapping, analysis, prototyping, and continuous improvement of procedural and technical processes related to loan maintenance and record management systems. Communicate effectively across all levels of the organization, including senior management, to ensure transparency on key issues and progress. Collaborate with internal teams and external partners to drive operational efficiency and regulatory compliance. Assist in budgeting and cost management, identifying opportunities for cost savings. Actively participate in meetings and contribute to strategic discussions. Deliver exceptional member service with professionalism and courtesy. Uphold and enhance the Credit Union’s professional reputation. Perform additional duties and responsibilities as assigned. Qualifications Education: Bachelor’s degree (B.A.) from a four‑year college or university or four to six years related experience and/or training; or an equivalent combination of education and experience, plus four years related experience. Experience: Four years of related experience with at least two years of supervisory experience and leadership skills. Understanding of portfolio administration, lien management, loan documentation, and dealership contracts. Technical: Understanding of File Transfer Protocol and API system connections and data transfer systems. Familiarity with Jack Henry technical processes and data fields. Experience with product management, technical troubleshooting and prototyping, root cause analysis and data analysis. Other skills and abilities: Thorough knowledge of Credit Union laws, rules, and regulations, real estate valuation software, property assessments, and appraisals. Ability to exercise judgment, apply and interpret policies, and demonstrate effective management and leadership skills. Ability to develop member confidence, respect, and trust, and establish effective working relationships with stakeholders. Direct Reports Manages the Loan Servicing Supervisor, Loan Servicing Specialists, and Senior Loan Servicing Representatives. Physical Demands The employee is typically required to sit for long periods, talk or hear, occasionally stand, walk, stoop, and reach with hands and arms. The employee may lift or move up to 10 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Limited travel may be required to visit CU locations as needed. Equal‑Employment Opportunity Statement Credit Union of Colorado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws. Applicants may redact any information that identifies their age, birth date, or dates of schooling on their resume or any additional materials provided. #J-18808-Ljbffr Credit Union of Colorado