Centralized Servicing Manager Job Atlanta area,Georgia USA,Finance & Banking

Centralized Loan Servicing Manager

Join our team as a Centralized Loan Servicing Manager! Play a key leadership role in delivering exceptional loan servicing experiences for our members. Oversee the servicing operations for residential real estate loans, consumer loans, auto loans, and lines of credit, ensuring operational excellence, regulatory compliance, and outstanding member service. The ideal candidate is a collaborative leader with 5+ years' experience servicing Real Estate (Mortgage) Loans and Consumer Loans (Auto loans, Lines of Credit, etc) and supports the credit union's commitment to helping members achieve financial success.

Position Status:
Full-Time Exempt

Reports to:

AVP Centralized Servicing

Target Hiring Pay Range: $63,780- $79,726

The primary purpose of this position is to assist Center Parc 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

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

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.

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.

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.

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.

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.

Maintain a cadence for reviewing and assessing the effectiveness of departmental policies and procedures and make recommendations for changes and improvements when needed.

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.

Review call queues, service interactions, and escalated member issues to ensure members receive accurate, timely, and helpful support.

Coach team members by reviewing service quality, giving feedback, and following up on improvement plans to support strong service, accuracy, and productivity.

Help team members recognize member needs and make appropriate referrals or service recommendations.

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.

Maintain controls, quality checks, reports, and workflow tracking to make sure servicing work is completed consistently and correctly.

Track service quality, response times, work volumes, productivity, trends, and improvement efforts, and share updates with senior leadership.

Works with other departments to…