Manager Mortgage Loan Service

The Manager, Mortgage Loan Services oversees the daily operations of Purdue Federal Credit Union’s mortgage servicing functions, including portfolio and secondary-market loans. This role ensures accurate, compliant, and timely servicing throughout all stages of the mortgage lifecycle, supports a high-performing servicing team, and upholds service standards that reflect Purdue Federal’s mission and member-focused culture.

The Manager serves as the subject-matter expert on mortgage servicing processes, system functionality, investor requirements, and industry best practices. This position maintains servicing accuracy, mitigates operational and regulatory risk, supports staff development, and collaborates with internal partners and external vendors to ensure efficient, compliant, and member-centered servicing operations.

• Oversee daily mortgage servicing operations to ensure accurate, timely, and compliant processing across all loan servicing functions.
• Manage core servicing workflows, including loan boarding, payment posting, escrow analysis, insurance and tax tracking, collateral releases, loan modifications, subordinations, secondary-market remittances, and exception resolution.
• Monitor operational dashboards, performance metrics, and daily reports to identify trends, resolve discrepancies, and improve workflow efficiency.
• Ensure the accuracy and timely completion of end-of-month responsibilities, including trial balances, investor reporting, principal and interest reconciliation, escrow balancing, and clearing account review.
• Serve as the primary point of escalation for complex servicing issues, member inquiries, exception requests, and loan research needs.
• Provide servicing expertise and guidance to internal departments, support front-line staff, and contribute to an excellent member experience.
• Maintain data integrity across all servicing systems and documentation standards.

• Maintain strong internal control practices to ensure compliance with federal and state regulations, loan documentation requirements, and investor or secondary-market guidelines.
• Perform quality-control reviews of new loan boarding, file corrections, servicing updates, mortgage insurance or secondary-market audit requests, and internal error resolution.
• Review exception reports, verify adjustable-rate mortgage changes, and ensure accurate and timely posting of system updates.
• Stay current with servicing regulations, investor bulletins, and industry guidance. Recommend updates to processes and policies to mitigate operational risk.
• Ensure servicing workflows support clean audit performance and consistent compliance with internal policies and external requirements.

• Lead, coach, and develop the mortgage servicing team by providing ongoing training, feedback, and performance management aligned with Purdue Federal’s values and service expectations.
• Conduct regular one-on-one check-ins, establish clear goals and performance standards, and foster a culture of accountability, problem-solving, and continuous improvement.
• Support staff through system changes, process updates, new service offerings, and regulatory changes to promote engagement and adaptability.
• Manage staffing schedules, approve timecards, and ensure adequate coverage to support department workload and service expectations.
• Promote a positive, member-focused, and collaborative culture within the servicing team and across departments.
• Take ownership of personal development by participating in ongoing training, seeking feedback, and building knowledge and skills relevant to the role,…