Manager, Residential Real Estate Servicing

Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates : Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Purpose of the Job

The Manager Residential Real Estate Servicing is responsible for the overall management and performance of the credit union’s mortgage and home equity servicing functions. This position ensures that all servicing activities are conducted in accordance with investor, regulatory, and credit union requirements while maintaining the highest standards of member service, accuracy, and compliance.  The Manager provides leadership and direction to the servicing team, is instrumental in ensuring compliance with portfolio and investor servicing guidelines, and in fostering a culture of integrity, accountability, and member focus.

Essential Functions and Responsibilities

Oversees the daily operations of the mortgage and home equity servicing department, including payment processing, escrow analysis, adjustable-rate loan analysis, loan maintenance, lien release, and investor reporting.

Ensures custodial accounts are managed, reconciled, and reported in accordance with Fannie Mae, Freddie Mac, NCUA, FHLB, and other regulatory and investor requirements.

Manages the administration of insurance claims, loss drafts, and force-placed insurance processes, ensuring timely and accurate resolution.

Performs monthly system-to-system MERS reconciliations between the servicing system and both MERS Online and the MERS eRegistry to ensure data in both systems is accurate and complete.  Implements process changes that may be required based upon findings.

Assists in the preparation and mailing of annual 1098 mortgage interest statements and uploads to the IRS.

Reconciles construction draws to the servicing system, releases construction draws, and guides the member through the transition to the permanent loan when construction is complete.

Administers mortgage servicing systems, including testing updates, scheduling releases with IT and mortgage staff, implementing new policies and procedures as needed, and participating in strategic initiatives and cross-functional projects to enhance mortgage and home equity servicing operations.

Maintains current knowledge of investor and regulatory servicing requirements and ensures full compliance with Fannie Mae, Freddie Mac, NCUA, FHLB, CFPB, RESPA, and state regulations.

Ensures prompt, courteous, and professional service is provided to members regarding mortgage and home equity servicing inquiries, escrow accounts, and payoff requests.

Oversees loss mitigation activities and collaborates with the Collections team to support members experiencing financial hardship, ensuring compliance with investor and regulatory requirements.

Collaborates with internal departments to ensure seamless communication and resolution of member concerns.

Partners with Compliance and Audit departments to identify, monitor, and mitigate operational risks.

Participates in audits, exams, and reviews, ensuring timely response and corrective action as necessary.

Develops and maintains written policies, procedures, and controls that align with credit union standards and internal audit requirements.

Leads, mentors, and develops a team of servicing professionals to ensure operational excellence and superior member service, while setting clear expectations, providing regular coaching and feedback, and supporting professional development opportunities.

Fosters a collaborative, member-centered culture consistent with the credit union’s mission, vision, and values.

Prepares and analyzes servicing reports, performance metrics, and delinquency trends to inform management decisions.

Recommends and implements process and technology enhancements to improve efficiency, data integrity, and member experience.

Other Duties and Responsibilities

Assists with other tasks and projects as assigned.

Knowledge, Skills, and Abilities

Must have a sound understanding of standard concepts, practices, procedures, regulations, and compliance within the mortgage loan origination environment, as well as services offered by the Credit Union.

Must have experience with Freddie Mac and Fannie Mae investor servicing and quality control procedures.

Must have knowledge of real estate servicing compliance, including investor, MERS, and regulatory requirements.

Must have proficiency with mortgage servicing systems, such as FICS, Fiserv, or equivalent.

Must have sound judgment, excellent critical thinking and problem resolution skills, and the ability to manage and prioritize multiple tasks.

Must have excellent communication skills in English, both verbal and written.

Must have intermediate knowledge of Microsoft Outlook, Excel, and Word.

Must have an NMLS number or meet requirements to obtain one.

Must be detail-oriented and well-organized.

Must be able to work in a general office environment.

Must be able to complete all assignments with minimal supervision.

Must possess a strong commitment to providing excellent service to Truliant’s members.

Physical Requirements

Occasional standing, walking, bending, and stooping required.

Must be able to sit at a desk for long periods of time and use a computer.

Must be able to moderately lift or move up to 5 pounds and occasionally lift or move up to 10 pounds.

Education and Background

Bachelor’s Degree in Business or Finance, or 10+ years of equivalent and recent mortgage lending and / or servicing experience required, including at least 3 years in a management role.

Experience with GSE guidelines, automated underwriting systems, multiple investor correspondent lending, and TRID compliance required.

Experience with Mortgage origination and servicing systems required.

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!

As a member of the Truliant family, you will enjoy the following full time benefits :

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursement
• Short and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account