Member Satisfaction / Payment Processing Manager

We are seeking a Member Satisfaction and Payment Processing Manager for the Member Satisfaction Department.

The primary focus of this role is service excellence and sustained operational effectiveness. Internally, Mortgage Servicing partners with direct, indirect, and self‑service channels to address member needs following the origination of a mortgage product. Externally, the team delivers dependable servicing support that reinforces member experience and trust.

Work at this level centers on planning, coordination, and control across a multi‑quarter horizon, including delivering high‑quality service outcomes, forecasting demand and allocating resources, monitoring performance and satisfaction trends, and driving continuous process improvement. The Manager mitigates operational risks through root‑cause problem solving and identifies inefficiencies to prevent recurrence.

If you have mortgage loan servicing, call center management, and customer service experience you should apply right away!

Highlights:

• Lead and manage member satisfaction servicing processes to ensure consistent, high-quality support across all member interactions.
• Establish and maintain service standards that ensure timely, accurate, and effective resolution of member inquiries and concerns.
• Design, implement, and maintain standardized processes and procedures to support consistent and compliant member servicing.
• Maintain and update departmental policies and procedures to reflect current practices, regulatory guidance, and operational needs.
• Collaborate with Mortgage Servicing managers and cross-functional partners to resolve member issues and ensure alignment of service delivery.
• Facilitate effective coordination between frontline servicing teams and back-office operations to support timely resolution of member concerns.
• Optimize team performance and resource allocation to effectively manage call volume and service demand.
• Lead resolution of escalated member issues, ensuring timely, fair, and effective outcomes.
• Establish and monitor quality assurance standards to ensure accuracy and consistency in member interactions.

Experience:

Required

• 5-8 years of experience servicing mortgage loans to include customer service.

• At least 2 years of call center experience

• Experience in loan documents to include lien releases and titles on manufactured home loans.

• Knowledge of servicing system.

Preferred

• Knowledge of Ring Central

Education:

Required

• High School Graduate or equivalent

Skills & Knowledge:

Required

• Computer skills to include Microsoft Word and Excel
• Detail Oriented
• Strong math and analytical skills
• Ability to meet deadlines and work under pressure
• Good verbal and written communication skills
• Ability to work independently to solve complex problems
• Ability to manage, supervise, and lead others to achieve desired results

Schedule: Monday-Friday, 8:30 am-5:30 pm

Level of Work: 2B

Credit Human provides employees with many benefits from insurance coverage to college tuition reimbursement.

To get to know Credit Human and learn more about our benefits, visit our careers page at www.credithuman.com/careers.

Credit Human conducts employment background checks that may be used for decisions related to employment with Credit Human. Standard background checks performed on final candidates include NCUA Administrative and Prohibited Orders, ChexSystems, past employment verification, criminal history checks on convictions, and outstanding arrest warrants within the past seven years. Degree verifications are conducted if listed on the employment application. Additional background checks relevant to the role may include a motor vehicle registration check, credit check, and/or fingerprint card. Applicants must be currently authorized to work in the United States on a full-time basis.