Manager Mortgage Loan Service

Mortgage Servicing Operations and Support:

• 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.

Compliance, Risk Management, and Quality Assurance:

• 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.

Team Leadership and Professional Development: 

• 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, department, compliance requirements, and the credit union’s mission.

Vendor and Partner Relationship Management:

• Manage and maintain relationships with mortgage servicing vendors, including tax service providers, insurance tracking partners, and secondary-market contacts.
• Monitor vendor performance, service quality, and adherence to contractual and regulatory expectations.
• Collaborate with vendors to address issues, improve processes, and support member service excellence.
• Evaluate ongoing vendor effectiveness and recommend changes or improvements when necessary.

Process Improvement, Systems, and Project Support: 

• Lead and support department-related projects, including system enhancements, servicing platform updates, and cross-department process changes.
• Partner with internal stakeholders to evaluate operational needs, recommend solutions, and implement workflow or system improvements that enhance accuracy and service delivery.
• Identify inefficiencies, analyze performance trends, and recommend improvements that support operational efficiency, compliance, and member satisfaction.
• Assist with the testing, validation, and rollout of new system functionality or servicing technology.

Additional Requirements: 

• Strong understanding of mortgage servicing processes, loan documentation, escrow management, insurance and tax tracking, and investor or secondary-market requirements.
• Working knowledge of federal and state mortgage servicing regulations, including RESPA, TILA, CFPB servicing rules, and investor guidelines, such as those established by Fannie Mae.
• Proficiency with Microsoft Office and mortgage servicing systems.
• Ability to analyze data, identify trends, and recommend operational enhancements.
• Strong leadership skills with the ability to train, coach, and develop employees with varying levels of experience.
• Excellent organizational skills and attention to detail, with the ability to manage multiple priorities and deadlines.
• Strong written and verbal communication skills for professional interactions with members, employees, auditors, vendors, and regulatory partners.
• Demonstrated ability to resolve conflict, exercise sound judgment, and make timely decisions.
• Ability to work effectively in a fast-paced environment with frequent interruptions while maintaining accuracy and service quality.
• Ability to communicate professionally, verbally and in writing, when working with employees, members, vendors, and company contacts.
• Ability to demonstrate Purdue Federal Credit Union’s core values of honesty, integrity, mutual respect, pride, and ownership.