Mortgage Loan Servicing Assistant Manager

Position Summary: The Mortgage Loan Servicing Assistant Manager is a key leadership role responsible for supporting the strategic direction and daily operations of the Mortgage Servicing department. This position demands a high level of creativity, agility, and problem-solving ability to navigate evolving regulatory landscapes, investor requirements, and customer expectations. The Assistant Manager leads by example, fostering a culture of continuous improvement, collaboration, and service excellence. In partnership with the Servicing Manager, this role drives team development, ensures operational integrity, and contributes meaningfully to departmental planning, compliance oversight, and risk mitigation.

Essential Functions:

• Oversee daily operations of the Mortgage Servicing team, ensuring service standards are met across functions such as, but not limited to: payments, customer service, escrow management, insurance, assumptions/modifications, and reporting.
• 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 contributor to 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 regulations, such as RESPA and Reg Z, and apply 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.
• Use data insights to support decision-making and identify opportunities for operational enhancements.
• 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.

Qualifications:

• Bachelor's degree in business administration, finance, or related field highly preferred (or equivalent industry relevant experience).
• 5-10 years of mortgage loan servicing experience, with demonstrated expertise across core servicing functions.
• Minimum of 3 years in a leadership or management role, with experience overseeing teams and driving performance.
• Prior experience in mortgage servicing collections and loss mitigation is highly desirable preferred.
• Must complete MBA's Residential Certified Mortgage Servicer (RCMS) Level III within two years.
• Advanced knowledge of mortgage servicing strategy, operations, and lifecycle workflows as well as thorough understanding of investor and agency guidelines applicable to secondary market mortgages (e.g., Fannie Mae and FHLB).
• Experience supporting or leading departmental projects, system enhancements, or process improvement initiatives.
• High proficiency in Microsoft Office Suite (Excel, Word, Outlook, etc.) as well as in using digital collaboration tools (e.g., shared drives, cloud-based workspaces).
• Experience with Encompass and Fiserv Navigator servicing systems preferred.

Preferred Talents:

• Strong research and analytical skills to support decision-making and process improvement
• Proven ability to lead and develop team members through change, growth, and strategic initiatives
• Customer-first mindset with a focus on enhancing borrower experience and team engagement
• Effective communicator with experience presenting to senior leadership and collaborating across departments
• Strategic thinker with strong decision-making and problem-solving skills.
• Highly accurate and detailed
• Independent with good judgment
• Time efficient and deadline driven
• Demonstrated ability to solve complex servicing challenges while maintaining compliance with investor and regulatory requirements
• Comfortable managing multiple software applications and servicing systems simultaneously
• Ability to provide end-user feedback and support testing for servicing-related software enhancements

Working Environment:

Light workability to lift and/or carry up to 20 lbs. occasionally.

Indoor Work: Rarely exposed to outdoor elements or hazards.

This role is eligible for hybrid one day per week work from home opportunity under the work from home guidelines upon completion of onboarding.

PLEASE VIEW THE APPLICANT TERMS & CONDITIONS BEFORE PROCEEDING WITH YOUR APPLICATION.