Loan Servicing Unit Manager

The Loan Operations Unit Manager is responsible for the day-to-day management of a Loan Operations team, including customer complaint resolution, payment processing, payoffs, adjustable-rate loan management, escrow administration, insurance and tax monitoring, post-closing collateral oversight, construction disbursements, quality assurance, investor reporting, and other loan servicing functions. This role is responsible for ensuring regulatory compliance, operational excellence, reconciliation accuracy, and quality control across all assigned areas.

• Lead and manage loan operations staff, including hiring, coaching, training, performance management, goal setting, succession planning, and performance reviews.

• Oversee daily loan servicing operations to ensure established service levels and regulatory turnaround requirements are met.

• Ensure compliance with all applicable federal, state, and local regulations, as well as company policies and procedures.

• Mitigate operational risk by ensuring loan activities are processed in accordance with loan agreements, promissory notes, and regulatory requirements.

• Implement and maintain processes to comply with new or revised regulations, including BSA/AML, TRID, RESPA, SCRA, FACTA, GLBA, FDCPA, UAP, CRA, and other applicable laws.

• Conduct periodic reviews of internal processes and third-party vendor activities to ensure compliance and operational effectiveness.

• Manage responses to internal and external audits and oversee remediation efforts for identified findings.

• Oversee loan purchase and sale activities, collaborating with Treasury, Accounting, Commercial Lending, Syndications, and other business units.

• Evaluate and improve operational workflows, controls, and procedures to drive efficiency and accuracy.

• Partner with cross-functional teams to achieve service level agreements (SLAs) and productivity goals.

• Perform compliance and quality self-assessments within Loan Administration functions.

• Provide staff training and updates related to regulatory changes, system enhancements, and process improvements.

• Develop, maintain, and document departmental policies and procedures.

• Support system administration efforts related to loan servicing setup, fee structures, loan types, and reporting requirements.

• Create and distribute management reports and operational metrics.

• Participate in User Acceptance Testing (UAT) for new products, enhancements, and process changes.

• Lead or participate in special projects focused on data integrity, compliance, and operational effectiveness.

• Maintain expertise in loan servicing regulations and ensure adherence to all applicable laws and policies.

• Perform additional management and project-related responsibilities as assigned.

• Escrow Analysis

• Loan Servicing Operations

• Regulatory Compliance

• Quality Assurance

• Process Improvement

• Team Leadership

• Vendor Management

• Audit Management

• Investor Reporting

• Risk Management

• Bachelor's degree in Finance, Accounting, Business Administration, Economics, or a related field.

• Minimum 7 years of experience within the loan servicing industry.

• Minimum 5 years of leadership or management experience.

• Strong knowledge of loan servicing regulations and compliance requirements.

• Excellent customer service, communication, and interpersonal skills.

• Strong analytical, problem-solving, and decision-making abilities.

• Proven project management and leadership experience.

• Knowledge of industry best practices within loan servicing operations.

• Experience with FIS, Black Knight, Synergy, or similar loan servicing platforms preferred.

• Advanced Microsoft Excel skills required.

• Ability to build effective partnerships across departments and stakeholder groups.

• Authorization to…