Servicing Operations Manager

• Oversee payment posting and cashiering, including the payment application waterfall, lockbox, ACH/autopay, and exception, suspense, and unapplied-funds management.
• Manage payoffs, payoff quotes, curtailments, recasts, assumptions, and lien releases/reconveyances.
• Ensure compliance with payment-crediting and prompt-crediting requirements under Reg Z.

• Oversee escrow account setup, annual escrow analysis, and shortage/surplus handling in compliance with RESPA/Reg X aggregate accounting rules.
• Manage property tax administration (setup, disbursement, delinquent tax monitoring) and hazard/flood insurance disbursement and tracking.
• Administer lender-placed (force-placed) insurance in compliance with Reg X, and manage flood zone determination and NFIP/flood insurance compliance.
• Manage PMI/MI activation and cancellation/termination under the Homeowners Protection Act (HPA).

• Oversee routine account maintenance: ARM rate-change processing and notices, name/address changes, statements, and related updates.
• Manage credit bureau reporting (FCRA / Metro 2) and credit dispute (e-OSCAR / ACDV) handling.
• Ensure accurate year-end reporting (IRS Form 1098) and periodic-statement compliance under Reg Z.

• Lead the servicing call center, including inbound/outbound operations, IVR/call routing, and queue management.
• Manage workforce planning — forecasting, scheduling, adherence, and service-level performance (average speed of answer, abandonment, handle time).
• Oversee quality assurance and call monitoring, and drive member satisfaction and first-contact resolution.

• Manage error resolution and information requests under RESPA — qualified written requests, notices of error, and requests for information — within required timelines.
• Oversee complaint handling and regulatory-inquiry responses, escalating as appropriate.

• Support onboarding of newly boarded and transferred loans, including transfer-of-servicing (hello/goodbye) notices and welcome communications, in compliance with RESPA.

• Ensure compliance with RESPA/Reg X, TILA/Reg Z, HPA, FCRA, flood regulations, and SCRA across all operations.
• Maintain policies, procedures, and controls, and support audits and regulatory exams.

• Manage servicing vendors, including tax service, flood, insurance tracking, lockbox, and print/mail providers.
• Lead, develop, and quality-control the operations and call center teams; deliver training; and report KPIs (service level, posting accuracy, escrow analysis timeliness, complaint resolution) to the VP of Mortgage Servicing.

• 7+ years of mortgage servicing experience, with at least 3 years in core servicing operations (payments, escrow, and/or customer service).
• 2+ years of team leadership or supervisory experience, ideally including call center/customer service.
• Strong working knowledge of RESPA/Reg X (escrow, payoff, error resolution), TILA/Reg Z (statements, payment crediting, ARM notices), HPA (PMI), and flood requirements.
• Hands-on experience with a major servicing platform; Black Knight / ICE MSP experience strongly preferred.
• Demonstrated expertise in escrow analysis and RESPA aggregate accounting.
• Strong operational, analytical, communication, and leadership skills.
• Bachelor’s degree in business, finance, or a related field, or equivalent experience.

• Call center workforce management experience in a mortgage servicing environment.
• Experience onboarding newly boarded/transferred loans and managing servicing-transfer (hello/goodbye) compliance.
• Credit union / CUSO or subservicing environment experience.
• Multi-state servicing experience (TX, LA, NM, OK).
• Experience supporting a servicing platform conversion.

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