Residential Loan Servicing Manager

Job Title: Residential Loan Servicing Manager

The Residential Loan Servicing Manager is responsible for leading all aspects of the mortgage servicing activities to ensure compliance and exceptional customer service. This role determines optimal team structure, sets KPIs, and aligns technology to deliver best-in-class service. The manager partners closely with Sales, Underwriting, and Operations teams to create seamless processes, mitigate risk, and optimize margin management. Attention to accuracy, compliance and profitability are essential.

Everyday you will lead the Mortgage Servicing team in delivering accurate, timely,and compliant service for the mortgage loan portfolio. You will create aculture of accountability, engagement, and continuous improvement whileoverseeing day-to-day servicing activities, escrow analysis, tax payments,insurance monitoring, borrower communications, and resolution of complex customer concerns. In this role, you will partner with Mortgage, Accounting,Compliance, Risk, IT, vendors, and other stakeholders to strengthen servicing controls, support audits and regulatory reviews, improve processes, and implement technology solutions that enhance efficiency, scalability, and the borrower experience.

You will also coach and develop associates, monitor daily performance and deliverables, provide updates on regulatory and process changes, and recommend procedural improvements to ensure servicing operations remain accurate, current, and customer-focused.

Toqualify for this role, you must have a bachelor’s degree in Business Administration, Finance, Accounting, or an equivalent combination of education and experience, along with at least five years of mortgage servicing experience and a strong understanding of loan processing and documentation. You should also bring prior supervisory experience, demonstrated teamwork and customer service skills, knowledge of real estate lending criteria, compliance, and federal and state regulations, strong verbal and written communication skills,and the ability to think creatively and solve issues independently.

• Encompass, AUS (LP & DU), Navigator, Director, Microsoft Suite including Outlook, FHA Connection, VA portal, GUS

• Medical, dental, vision, STD, LTD, Life insurance, etc.
• 17 days paid time off, 11 paid holidays and bereavement leave
• Education Assistance Program
• Paid Parental Bonding Leave
• Wellness benefits
• Life event coverage
• Service awards
• Financial benefits including 401(k) match, stock purchase plan and more
• Great deals on both national and local discounts on everything from computers and vacations to phones and retail shopping.
• Logo wear discounts
• Free checking account, checks and discounted bank services

Ft. Mitchell

Heartland Bank, a Division of German American Bancorp, and its family of financial services companies employ talented, compassionate people throughout the organization, truly making German American special. Delivering genuine, customized, personal service with a focus on truly serving customers and communities well, our employees bring the Shield of Excellence commitment to life with each and every interaction.