Director, Mortgage Subservicing

Job Summary

The Director, Mortgage Subservicing provides strategic leadership and oversight for UFCU's mortgage subservicing function, ensuring operational excellence, regulatory compliance, investor expectations, and an exceptional member experience. This role serves as the primary executive responsible for overseeing UFCU's third-party mortgage subservicer while partnering across the organization to continuously strengthen servicing operations.

Working collaboratively with executive leadership, this position also helps shape the long-term vision for UFCU’s mortgage servicing strategy by evaluating future capabilities, operating models, technology, and organizational readiness. The role is expected to develop the strategic roadmap and organizational framework to support the potential evolution of mortgage servicing from a third-party subservicing model to an in-house servicing operation as the credit union grows.

Our Credit Union was founded in 1936 and has grown to serve members throughout Texas and beyond. At UFCU, we are more than just a financial institution, and our people are more than just employees. We are dedicated to our purpose of empowering our Members to achieve financial success and build brighter futures.

In Pursuit Of Our Aspiration ThatUFCU Is loved By Millions Of Members And Built To Thrive For Generations, We Are Guided By Our Values

We are driven by a profound sense of empathy to deeply understand our Members’ needs and preferences, what brighter futures means to them, and the obstacles in their way. We act in our Members’ best interests, forever seeking to empower their financial success.

We are inspired to courageously experiment, learn, and iterate in pursuit of positive impact for our Members, UFCU, and coworkers. We challenge assumptions, embrace diverse perspectives, and make use of data and insights.

We do the right thing, always. We champion teamwork, accountability, continuous improvement, and celebrate successful outcomes of others, fostering an inclusive environment of excellence and collaboration.

• Provide strategic leadership and oversight for UFCU's mortgage subservicing function by establishing the vision, priorities, governance framework, and long-term direction.
• Develop and execute strategies aligned with UFCU's strategic objectives and member experience.
• Translate strategic priorities into operational plans through leaders and cross-functional partnerships.
• Champion operational excellence through process optimization, technology enablement, automation, and scalable business practices.
• Partner with executive leadership to develop the long-term strategy and implementation roadmap for UFCU’s mortgage servicing function, including evaluating future operating models, technology, organizational capabilities, and the potential transition to an in-house servicing model.

• Serve as executive relationship owner for UFCU's third-party mortgage subservicer.
• Establish governance routines, service level expectations, KPIs, and performance standards.
• Lead executive business reviews covering performance, compliance, risk, and strategic initiatives.
• Oversee contract administration, third-party risk, SOC reports, business continuity, and insurance requirements.
• Partner with internal stakeholders to implement regulatory, investor, operational, and technology changes.

• Provide strategic oversight of servicing operations, investor reporting, escrow administration, delinquency, loss mitigation, foreclosure, bankruptcy, and REO.
• Monitor portfolio trends and implement strategies that improve operational performance and member outcomes.
• Ensure compliance with investor guidelines and applicable regulations.
• Drive initiatives that improve servicing quality, efficiency, and scalability.

• Partner with Technology and the subservicer to optimize servicing technology, automation, and digital…