Manager, Loan Support & Servicing

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Pen Fed is hiring a Manager, Loan Support & Servicing to work onsite at our Omaha, Nebraska service center. This role is responsible for overseeing the end-to-end loan servicing process, ensuring compliance with regulatory requirements, enhancing operational efficiency, and driving a high level of customer satisfaction. The ideal candidate has strong leadership skills, deep knowledge of loan servicing practices and credit bureau reporting & dispute processes, and the ability to implement process improvements in a fast‑paced environment.

• Lead, mentor and develop a high‑performing loan servicing team, ensuring accuracy, efficiency, and compliance in servicing activities.
• Oversee daily operations including payoffs and payments, credit disputes, and credit reporting.
• Identify and resolve operational issues in a timely and efficient manner.
• Ensure compliance with FCRA, NCUA and Investor guidelines, and all internal policies and procedures.
• Develop and monitor key performance indicators, prepare reports for senior leadership and implement data‑driven strategies for continuous improvement.
• Develop strategies to improve member interactions, resolve escalated issues and enhance overall service levels.
• Ensure optimal use of loan servicing systems, collaborate on system upgrades, and drive digital transformation initiatives.
• Develop and update policies and procedures and develop controls to ensure the accuracy of the processes.
• Work closely with business leaders, technology teams, and stakeholders to ensure alignment between technology, operations and business needs.
• As necessary negotiate with vendors on Statements of Work and costs.

• Bachelor's degree in a related field required; master's or MBA preferred.
• Minimum of eight (8) years of experience in loan servicing, preferably in a financial institution.
• Minimum of three (3) years of supervisory or assistant‑manager experience.
• Minimum of three (3) years of experience with credit reporting and dispute processes.
• In‑depth knowledge of loan servicing regulations, compliance requirements and industry best practices.
• Knowledge of NACHA and ACH processing.
• Experience balancing general ledgers in banking operations.
• Proven ability to strategically lead teams, develop talent, and drive operational excellence.
• Strong problem‑solving skills, analytical mindset and attention to detail.
• Proficiency in loan servicing platforms (e.g., Black Line) and familiarity with process automation tools.
• Excellent written and verbal communication skills and stakeholder management skills.
• Proficiency using all Microsoft Office Suite products.

This position will supervise employees.

• PMP, Six Sigma, or Agile certification preferred.
• FCRA Certification for Data Users and Data Furnishers preferred.
• NACHA and ACH Professional Certification highly preferred.

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise. Most roles require the ability to lift 25 pounds.

Ability to travel to various worksites and be on‑call is required.

At Pen Fed, we offer a robust benefits package designed to support you both personally and professionally. You’ll have access to comprehensive health, dental, and vision plans; paid time off; and family‑friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage.

We also support growth via education assistance, community involvement, and volunteer opportunities.

Established in 1935, Pen Fed today is one of the country’s strongest and most stable financial institutions with over 2.9 million members and over $31 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam and Puerto Rico. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web,…