Mortgage Loan Servicing Manager / Director- On Site

Job Description

Job Description

Launching your career with Northrop Grumman Federal Credit Union (NGFCU) means being a valued team member at one of the strongest credit unions in the country. AT NGFCU, we understand that our employees are one of our most valuable assets. We offer a total compensation program that focuses on providing work-life balance and supports the overall needs of our team members.

Summary of Primary Functions

The Mortgage Loan Servicing Manager / Director will be responsible for developing, launching, and managing the Credit Union’s mortgage loan servicing operations. This key position will collaborate with leadership to build the servicing platform from the ground up, establish operational processes, ensure regulatory compliance, and maintain exceptional standards of service.

Skills and Abilities

Bachelor’s degree in Business, Finance, or related field (preferred). Minimum 5-8 years of experience in mortgage servicing, including at least 3 years in a leadership or managerial capacity. Proven experience launching or significantly expanding mortgage servicing operations. Strong understanding of mortgage industry regulations, compliance requirements, and servicing best practices. Demonstrated success managing teams, processes, and systems in a high-volume, customer-focused environment. Excellent analytical, organizational, and problem-solving skills. Exceptional communication and interpersonal skills with the ability to interact effectively across all levels of the organization. Proficiency with mortgage servicing software and systems.

Duties and Responsibilities

• Provide world class service to members and internal customers
• Lead the strategic planning, development, and implementation of the Credit Union mortgage servicing function.
• Conduct performance appraisals, career development planning, and succession readiness.
• Establish robust operational processes, policies, and procedures to ensure compliance with regulatory requirements and industry best practices.
• Design and implement strategies to embed a member-first mindset across the servicing team—promoting empathy, responsiveness, and transparency in all borrower interactions.
• Oversee the daily operations of mortgage servicing, including payment processing, escrow management, and member support.
• Develop and manage a high-performing servicing team, fostering an environment of collaboration, continuous improvement, and member-centricity.
• Ensure accuracy, efficiency, and compliance of all mortgage servicing operations, regularly auditing processes to mitigate risk.
• Maintain comprehensive knowledge of servicing industry standards, regulations, and market trends, adapting operations as needed.
• Implement technology solutions and systems to enhance service quality, improve productivity, and deliver exceptional borrower experiences.
• Collaborate with Compliance to draft notices, disclosures, training modules, and monitoring tools; ensure adherence to regulatory and audit standards.
• Partner with internal stakeholders to streamline hand-offs, feedback loops, and service standards that exceed member expectations.
• Partner with internal stakeholders (Sales, Collections, Compliance, Technology) to streamline hand-offs, feedback loops, and service standards that exceed customer expectations.
• Track and manage the audit process, including the completion of audit findings, and ensure performance meets all audit turnaround times.

NGFCU offers competitive compensation and a rich benefits package including medical, dental, vision, disability and life insurance, and a 401(k)-profit sharing plan with employer matching.

Compensation and Job Title is commensurate with experience and may fall under the following pay ranges :

Mortgage Loan Servicing Manager- $88,992 to $133,488 Annually

Mortgage Loan Servicing Director- $111,035 to $166,553 Annually

Please note that the salary information is a general guideline only. Northrop Grumman Federal Credit Union considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education / training, key skills, internal peer equity, as well as market and business considerations when extending an offer. We offer a competitive total rewards package including a wide range of medical, dental, vision, financial, and other benefits.

We perform thorough background checks including verification of previous employment, education, credit checks and pre-employment drug screening. Any discrepancies in reported dates, titles, or degree information may result in an employment offer to be withdrawn.

NGFCU is an Equal Opportunity Employer

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment-qualified applicants with arrest and conviction records.

Monday through Friday 8 : 00 am to 5 : 00 pm