Servicing Compliance Manager

Summary

The Servicing Compliance Manager is a senior-level leadership position responsible for overseeing compliance activities related to the servicing, default management, repossession, and asset management of manufactured home chattel loan portfolios. This role requires extensive experience managing compliance programs, building and implementing compliance management systems, and leading cross-departmental teams in a regulated lending environment.

• Compliance Management System Development and Oversight
  • Design, implement, and maintain a comprehensive compliance management system (CMS) for loan servicing, default management, repossession, and asset management operations, incorporating the key pillars of compliance program effectiveness: board and management oversight, compliance program, policies and procedures, training, monitoring and auditing, corrective action, and consumer complaint response.
  • Develop and implement compliance risk assessment frameworks to identify, prioritize, and mitigate servicing compliance risks across the manufactured home chattel loan portfolio.
  • Establish and maintain compliance dashboards, key risk indicators (KRIs), and metrics to measure compliance program effectiveness and identify emerging risks.
  • Oversee the integration of compliance requirements into servicing technology systems, workflow processes, and operational procedures.
  • Lead the development and continuous improvement of the company’s compliance culture within servicing, default management, repossession, and asset management operations.
• Policies and Procedures Development
  • Develop, implement, and maintain comprehensive servicing, default management, repossession, and asset management policies and procedures covering all aspects of manufactured home chattel loan servicing, including payment processing, escrow administration, loss mitigation, collections, default management, customer communications, repossession, and asset management.
  • Ensure policies and procedures incorporate all applicable federal and state regulations and state-specific servicing requirements across multiple jurisdictions.
  • Review and update servicing policies and procedures regularly to reflect regulatory changes, examination findings, industry best practices, and operational developments.
  • Collaborate with operations, legal, and technology teams to ensure policies are operationally feasible, clearly documented, and effectively implemented.
  • Maintain a centralized repository of all servicing compliance policies, procedures, and work instructions with version control and change management protocols.
• Compliance Controls Implementation and Management
  • Design and implement robust compliance controls throughout the loan servicing lifecycle, including preventive, detective, and corrective controls.
  • Establish control testing protocols and schedules to validate the design and operating effectiveness of servicing compliance controls.
  • Develop and implement quality control processes for critical servicing functions such as payment application, escrow analysis, payoff calculations, and customer disclosures.
  • Create and maintain control matrices documenting control objectives, activities, owners, testing frequency, and results.
  • Work with operations management to remediate control deficiencies and implement corrective action plans.
  • Monitor control effectiveness through key performance indicators and exception reporting.
• Compliance Testing and Monitoring
  • Develop and execute comprehensive compliance testing and monitoring plans covering all servicing functions and regulatory requirements.
  • Conduct regular transaction testing, process reviews, and file audits to assess compliance with federal and state servicing regulations and internal policies.
  • Perform focused reviews of high-risk servicing areas including loss mitigation, foreclosure/repossession alternatives, collections practices, force‑placed insurance, and escrow administration.
  • Analyze testing results to identify trends, root causes, and systemic compliance issues.
  • Prepare detailed testing and monitoring reports with findings, risk assessments, and recommended corrective actions.
  • Track and validate remediation of identified compliance deficiencies.
• Regulatory Compliance and Reporting
  • Monitor and ensure compliance with all federal and state regulations governing manufactured home chattel loan servicing.
  • Stay current on regulatory developments, examination priorities, enforcement actions, and industry guidance affecting manufactured home chattel loan servicing.
  • Prepare and, in collaboration with reporting compliance staff, ensure timely and accurate submission of regulatory reports and filings related to servicing operations as required by federal and state regulatory agencies.
  • Respond, in collaboration with exam compliance staff, to regulatory inquiries, examinations, and audits related to servicing compliance.
  • Maintain detailed documentation of compliance activities, testing results, examination responses, and corrective…