Responsibilities: Operational Management: Oversee daily mortgage servicing and loan operations, accountable for coaching and development of the team to adhere to credit union lending procedures, policies, and guidelines to ensure compliance with fair lending and regulations; Develop, implement, track, and coach processes to enhance service levels, ensuring prompt and accurate loan maintenance, reporting, loan servicing, and follow-up are handled promptly; Analyses efficiencies in the workflow to ensure requests are processed timely, accurately, and within lending guidelines and laws; Establish and track KPIs related to loan maintenance processing times, error rates, and satisfaction service level expectations (SLA). Consumer and Mortgage Servicing: Ensure team is accurate and timely in servicing of all loan types Supervise operational consistency across maintenance, and adjustments Train and coach team to ensure no servicing errors and member impact Ensure compliance with all Mortgage and Consumer lending servicing rules Oversee and maintain accurate escrow and PMI management Oversee team in providing timely member communications related to mortgage servicing Credit Reporting: Manage the credit reporting process, ensuring timely and accurate reporting to credit bureaus.