Servicing Operations Manager

Job Description

Job Description

FocusOne is a Credit Union Service Organization (CUSO) based in Northwest Houston, dedicated to helping credit unions and their members thrive through innovative, member-focused solutions. We blend the credit union movement's collaborative spirit with a fast-paced, solutions-driven culture, so our team can make a real impact on the financial well-being of the communities we serve. Our Mortgage Servicing division is currently looking for a Servicing Operations Manager.

The Servicing Operations Manager leads FOMS’s performing-loan servicing operations and member-facing service function — payment processing and cashiering, escrow administration, account maintenance, and the servicing call center — for FOMS’s own portfolio and its credit-union subservicing clients. Reporting to the Vice President of Mortgage Servicing, this role owns the day-to-day servicing of current loans and the borrower/member experience, and coordinates closely with the Default Servicing Manager, who owns delinquent and defaulted accounts.

Overview

The Servicing Operations Manager ensures accurate, timely, and compliant servicing of all performing loans. They deliver an exceptional member experience, in full compliance with RESPA/Reg X, TILA/Reg Z, and applicable federal and state requirements. The role manages the servicing operations and call center teams, the related vendor network, and the controls that keep payments, escrow, and account data accurate.

 

Key Responsibilities

Payment Processing & Cashiering

• Oversee payment posting and cashiering, including the payment application waterfall, lockbox, ACH/autopay, and exception, suspense, and unapplied-funds management.
• Manage payoffs, payoff quotes, curtailments, recasts, assumptions, and lien releases/reconveyances.
• Ensure compliance with payment-crediting and prompt-crediting requirements under Reg Z.

Escrow Administration

• Oversee escrow account setup, annual escrow analysis, and shortage/surplus handling in compliance with RESPA/Reg X aggregate accounting rules.
• Manage property tax administration (setup, disbursement, delinquent tax monitoring) and hazard/flood insurance disbursement and tracking.
• Administer lender-placed (force-placed) insurance in compliance with Reg X, and manage flood zone determination and NFIP/flood insurance compliance.
• Manage PMI/MI activation and cancellation/termination under the Homeowners Protection Act (HPA).

Account Maintenance & Reporting

• Oversee routine account maintenance: ARM rate-change processing and notices, name/address changes, statements, and related updates.
• Manage credit bureau reporting (FCRA / Metro 2) and credit dispute (e-OSCAR / ACDV) handling.
• Ensure accurate year-end reporting (IRS Form 1098) and periodic-statement compliance under Reg Z.

Call Center & Member Experience

• Lead the servicing call center, including inbound/outbound operations, IVR/call routing, and queue management.
• Manage workforce planning — forecasting, scheduling, adherence, and service-level performance (average speed of answer, abandonment, handle time).
• Oversee quality assurance and call monitoring, and drive member satisfaction and first-contact resolution.

Error Resolution & Complaints

• Manage error resolution and information requests under RESPA — qualified written requests, notices of error, and requests for information — within required timelines.
• Oversee complaint handling and regulatory-inquiry responses, escalating as appropriate.

Loan Boarding & Servicing Transfers

• Support onboarding of newly boarded and transferred loans, including transfer-of-servicing (hello/goodbye) notices and welcome communications, in compliance with RESPA.

Compliance & Risk

• Ensure compliance with RESPA/Reg X, TILA/Reg Z, HPA, FCRA, flood regulations, and SCRA across all operations.
• Maintain policies, procedures, and controls, and support audits and regulatory exams.

Vendor & Team Leadership

• Manage servicing vendors, including tax service, flood, insurance tracking, lockbox, and print/mail providers.
• Lead, develop, and quality-control the operations and call center teams; deliver training; and report KPIs (service level, posting accuracy, escrow analysis timeliness, complaint resolution) to the VP of Mortgage Servicing.

Required Qualifications

• 7+ years of mortgage servicing experience, with at least 3 years in core servicing operations (payments, escrow, and/or customer service).
• 2+ years of team leadership or supervisory experience, ideally including call center/customer service.
• Strong working knowledge of RESPA/Reg X (escrow, payoff, error resolution), TILA/Reg Z (statements, payment crediting, ARM notices), HPA (PMI), and flood requirements.
• Hands-on experience with a major servicing platform; Black Knight / ICE MSP experience strongly preferred.
• Demonstrated expertise in escrow analysis and RESPA aggregate accounting.
• Strong operational, analytical, communication, and leadership skills.
• Bachelor’s degree in business, finance, or a related field, or equivalent experience.

Preferred Qualifications

• Call center workforce management experience in a mortgage servicing environment.
• Experience onboarding newly boarded/transferred loans and managing servicing-transfer (hello/goodbye) compliance.
• Credit union / CUSO or subservicing environment experience.
• Multi-state servicing experience (TX, LA, NM, OK).
• Experience supporting a servicing platform conversion.

 

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