Director of Loan Servicing

The Director of Loan Servicing is responsible for leading the day-to-day operations of the assigned department while driving operational excellence, employee engagement, compliance, customer experience, and business performance. This role oversees servicing operations, develops team members and leaders, ensures regulatory compliance, and identifies opportunities to improve processes, controls, and operational efficiency.

The Director of Loan Servicing will lead through influence, accountability, and execution while fostering a culture of continuous improvement and exceptional customer service. This individual will leverage data, technology, and coaching to drive results while ensuring servicing activities are completed accurately, efficiently, and in compliance with company policies and regulatory requirements.

This position is ideal for a motivated operational leader who thrives on solving problems, taking initiative, and developing both people and processes. The successful candidate may be an emerging leader ready for the next step in their career and eager to make a meaningful impact within a growing organization.

• Oversee daily operations of the department to ensure achievement of customer experience, quality, productivity, compliance, and financial goals.
• Review and analyze operational performance metrics, dashboards, and exception reports to identify trends, risks, and opportunities.
• Establish performance standards and hold leaders accountable for achieving departmental objectives.
• Monitor servicing activities to ensure timely and accurate processing of customer transactions and requests.
• Coordinate projects, audits, reporting activities, and special initiatives as assigned by executive leadership.

• Lead, coach, mentor, and develop managers and team members to maximize performance and engagement.
• Identify opportunities for employee coaching, professional growth, and succession planning.
• Build a culture of accountability, collaboration, ownership, and continuous improvement.
• Inspire and motivate teams through visible leadership and consistent communication.
• Manage employee relations matters, including hiring, performance management, disciplinary actions, coaching, and feedback.

• Drive operational effectiveness across loan servicing functions, including customer service, payment processing, account maintenance, escrow administration, collections support, bankruptcy, and other servicing activities as applicable.
• Ensure servicing activities comply with investor, regulatory, and company requirements.
• Partner with Compliance, Risk, Quality Assurance, Training, and other operational teams to ensure consistent execution of servicing standards.
• Support internal audits, regulatory examinations, and remediation efforts as necessary.

• Foster and maintain a strong culture of compliance and operational integrity.
• Ensure internal controls are established and operating effectively to manage risk and support regulatory compliance.
• Identify operational risks and implement corrective action plans to mitigate exposure.
• Maintain knowledge of applicable loan servicing regulations and ensure operational processes align with regulatory expectations.

• Identify, develop, evaluate, and implement process improvements to enhance customer experience, improve efficiency, reduce costs, and strengthen controls.
• Leverage technology and automation opportunities to optimize operational performance.
• Challenge existing processes and identify innovative solutions to improve servicing effectiveness.
• Use data and analytics to drive informed decision-making and continuous improvement initiatives.

• Prepare and present operational updates and performance reports to executive leadership.
• Participate in strategic planning and departmental initiatives.
• Perform additional duties and special projects as assigned.

• Bachelor's degree in Business, Finance, Operations Management, or a related field, or equivalent experience.
• 5+ years of leadership experience in operations, customer service, loan servicing, banking, financial services, or a related environment.
• Demonstrated success leading teams and delivering operational results.
• Strong analytical and problem-solving skills with the ability to identify root causes and implement effective solutions.
• Proven…