Resid. Mortgage & Consumer Loan Servicing Mgr

Job Description

Job Description

Residential Mortgage & Consumer Loan Servicing Manager

CLASSIFICATION : Non-exempt

REPORTS TO : Director of Loan Operations

JOB DESCRIPTION

Summary / Objective

The Residential Mortgage & Consumer Loan Servicing Manager is responsible for leading the development, execution, and maintenance of the organization’s Loan Servicing functions for consumer and residential mortgage loan portfolios. The role ensures compliance with federal and state laws, agency / GSE requirements, investor guidelines, client requirements, and internal credit policies and guidelines.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Oversee loan servicing activities for consumer and mortgage portfolios, including document tracking, investor reporting, loan balancing, payoff processing, escrow administration, and record retention.
• Recruit, train, coach, and motivate a high‑performing servicing team.
• Conduct performance appraisals, career development planning, and succession readiness.
• Design and implement strategies to embed a customer-first mindset across the servicing team—promoting empathy, responsiveness, and transparency in all borrower interactions.
• Partner with internal stakeholders (Sales, Collections, Compliance, Technology) to streamline hand-offs, feedback loops, and service standards that exceed customer expectations.
• Anticipate volume growth from new delivery channels and product launches; lead system implementations and enhancements.
• Maintain awareness of industry trends, emerging technologies, and competitor offerings to recommend service enhancements.
• Develop and update servicing procedure manuals covering Fannie Mae, Freddie Mac, FHA, VA, RD, and other investor requirements.
• Collaborate with the Corporate Compliance Office to draft notices, disclosures, training modules, and monitoring tools; ensure adherence to regulatory and audit standards.
• Serve as department liaison on bank committees, regulatory exams, and internal audits.
• Chair or participate in cross‑functional project teams for system conversions, new application roll‑outs, and operational initiatives.
• Manage external vendor relationships—evaluate performance, coordinate alternatives analysis, and oversee contractual / service ‑level reporting.

Other Duties

Skills / Abilities

Supervisory Responsibility

This position has supervisory responsibilities.

Work Environment

This job operates in an office setting, the opportunity to telework is not available. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Office environment with job duties conducted via telephone, face to face meetings, and on the computer.

Physical Demands

This position requires manual dexterity, the ability to lift files and open cabinets. This position requires bending, stooping or standing as necessary.

Travel

Travel is required for this position.

Education and Experience

Equal Employment Opportunity / M / F / disability / protected veteran status

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.