Loan Servicing Unit Manager

Location: El Monte, CA

Job Type: Full-Time

Experience Level: Intermediate to Senior

We are seeking an experienced Loan Operations Unit Manager to lead and oversee a team responsible for critical loan servicing and operations functions. This role will manage the daily operations of a Loan Operations Unit, ensuring compliance with regulatory requirements, operational excellence, risk mitigation, and exceptional service delivery. The ideal candidate will bring strong leadership experience, deep knowledge of loan servicing regulations, and a proven ability to improve processes and drive team performance.

• Lead, coach, develop, and manage Loan Operations team members, including hiring, performance management, training, and succession planning.
• Establish and monitor team goals, productivity metrics, service levels, and performance scorecards.
• Direct loan servicing activities to ensure timely processing and compliance with regulatory turnaround requirements.
• Oversee key loan operations functions, including:
  • Escrow monitoring and analysis
  • Insurance and tax monitoring
  • Demands and payoffs
  • Adjustable-rate loan management
  • Payment processing
  • Construction disbursements
  • Post-closing collateral monitoring
  • Quality assurance and quality control
  • Investor reporting
  • Customer issue resolution and research
• Ensure compliance with all applicable federal, state, and local regulations, as well as internal policies and procedures.
• Identify and mitigate operational and compliance risks related to loan agreements, promissory notes, and servicing activities.
• Implement regulatory and procedural changes related to laws and regulations including:
  • BSA/AML
  • TRID
  • RESPA
  • SCRA
  • FACTA
  • GLBA
  • FDCPA
  • USPAP
  • CRA
• Conduct reviews of operational processes and third-party vendor activities to ensure compliance and effectiveness.
• Respond to internal and external audits and develop corrective action plans for identified findings.
• Manage loan purchase and sold loan activities in partnership with Treasury, Accounting, Syndications, Leverage Lending, and other business units.
• Drive process improvement initiatives and maintain comprehensive procedural documentation.
• Complete Compliance and Quality Self-Assessments for Loan Administration teams.
• Deliver training and updates on regulatory changes, compliance requirements, and process enhancements.
• Partner with system administrators to ensure accurate loan system configuration, including fees, note types, and credit bureau reporting.
• Generate and distribute management reports and operational analytics.
• Participate in User Acceptance Testing (UAT) for new products, systems, and processes.
• Support special projects focused on data integrity, compliance, and operational excellence.
• Stay current on applicable servicing regulations, including Bankruptcy, SCRA, FCRA, BSA/AML, and other industry requirements.

• Bachelor's degree in Finance, Accounting, Business Administration, Economics, or a related field.
• Minimum of 7 years of loan servicing experience.
• Minimum of 5 years of management experience leading operational teams.
• Strong knowledge of loan servicing regulations, compliance requirements, and industry best practices.
• Experience with escrow administration and escrow analysis.
• Excellent leadership, coaching, and team development skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Effective project management experience with the ability to manage multiple priorities.
• Excellent verbal and written communication skills.
• Proven ability to build collaborative relationships across departments and stakeholders.
• Advanced proficiency in Microsoft Office, particularly Excel.

• Experience with loan servicing platforms such as:
  • FIS
  • Black Knight
  • Synergy
  • Cash System
• Experience managing investor reporting and reconciliation activities.
• Knowledge of complex commercial and consumer loan servicing operations.

• Opportunity to lead a high-impact loan operations team.
• Collaborative environment focused on continuous improvement and customer service excellence.
• Exposure to regulatory, operational, and strategic initiatives across the organization.
• Career growth opportunities within…