Loan Servicing Unit Manager

Position Overview

The Loan Operations Unit Manager is responsible for the day-to-day management and oversight of Loan Operations functions, including customer inquiries and complaint resolution, payment processing, demands and payoffs, adjustable-rate loan administration, escrow analysis and monitoring, insurance and tax servicing, post-closing collateral administration, construction disbursements, quality assurance, investor reporting, and other loan servicing activities.

• Lead, develop, and manage Loan Operations team members, including hiring, coaching, training, performance management, succession planning, and annual performance reviews.
• Establish team goals, performance metrics, and scorecards to drive accountability and operational success.
• Direct daily loan servicing activities to ensure service-level agreements, quality standards, and regulatory turnaround requirements are met.
• Ensure compliance with all federal, state, and local regulations, as well as internal policies and procedures.
• Mitigate operational and regulatory risk by ensuring all loan servicing activities align with loan agreements, promissory notes, and applicable compliance requirements.
• Implement and manage process changes required to comply with new or updated regulations, including BSA/AML, TRID, RESPA, SCRA, FACTA, GLBA, FDCPA, UDAAP, CRA, and other applicable laws.
• Conduct periodic reviews of internal processes and third-party vendor operations to ensure efficiency, compliance, and quality standards.
• Respond to internal and external audit inquiries, address findings, and implement corrective action plans as necessary.
• Manage loan purchase and sale activities while partnering with Treasury, Accounting, Syndications, Leveraged Lending, and other business units.
• Evaluate business processes and implement improvements to enhance operational controls, efficiency, and customer service.
• Partner with cross-functional teams to achieve service-level agreements and key performance indicators.
• Perform compliance and quality self-assessments for Loan Administration teams.
• Provide ongoing training and communication regarding regulatory updates, process enhancements, and documented procedures.
• Develop, maintain, and update department policies and procedures.
• Partner with system administrators to ensure loan servicing systems are properly configured for fees, note types, credit bureau reporting, and other servicing requirements.
• Prepare management reports and operational metrics as requested.
• Participate in User Acceptance Testing (UAT) for new products, system enhancements, and process changes.
• Support special projects focused on data integrity, operational excellence, and regulatory compliance.
• Maintain expertise in applicable loan servicing regulations, including Bankruptcy, SCRA, FCRA, BSA/AML, and related compliance requirements.
• Perform additional leadership and project-related responsibilities as assigned.

• Bachelor's degree in Finance, Accounting, Business Administration, Economics, or a related field.
• Minimum of 7 years of experience within the loan servicing industry.
• Minimum of 5 years of management or leadership experience.
• Strong knowledge of loan servicing regulations, compliance requirements, and industry best practices.
• Experience managing escrow analysis and loan servicing operations.
• Strong customer service orientation and relationship management skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Outstanding verbal and written communication skills.
• Demonstrated leadership and project management experience.
• Proficiency with Microsoft Office Suite, including advanced Excel skills.
• Experience with FIS, Black Knight, Synergy, or similar loan servicing platforms preferred.
• Ability to build effective partnerships across departments and successfully navigate operational challenges.

• Loan Servicing Operations
• Escrow Analysis
• Regulatory Compliance
• Risk Management
• Quality Assurance
• Investor Reporting
• Audit Management
• Process Improvement
• Team Leadership
• Project Management
• Advanced Excel
• Customer Service
• Cross-Functional Collaboration

Permanent position based out of El Monte, CA. Fully onsite.

Pay range: $95,000.00 - $ per year.

Benefits include medical, dental, and vision insurance; healthcare and dependent care flexible spending accounts; long-term disability coverage; life insurance; 401(k) retirement plan with company matching;
Employee Stock Purchase Plan; and stock grants through the bank program.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.