Director Mortgage Servicing

BECU•Remote, WA, WA

5d•$135,100 - $250,600•Remote

About The Position

The Director of Mortgage Servicing provides strategic leadership across BECU’s mortgage servicing functions and shapes the future of servicing operations. The role oversees the mortgage servicing lifecycle, including performing and default servicing, member escalations, agency relationships, credit bureau reporting, dispute management, and default resolution. It drives operational excellence, scalability, automation, continuous improvement, and an exceptional member experience in partnership with the sub-servicer and internal teams. The Director leads and develops an experienced mortgage servicing support team, establishes member-focused operating standards, and oversees workflows across BECU and its sub-servicer. The position is accountable for performance management, contractual and regulatory compliance, financial performance, analytics, vendor relationships, operational controls, technology requirements and testing, and servicing documentation. The role also contributes to business transformation and scalable operations as BECU grows. Candidates must reside in Washington, Oregon, Idaho, California, Arizona, Texas, North Carolina, South Carolina, Georgia, or Virginia. The role is primarily remote for candidates outside commuting distance to BECU’s Tukwila headquarters who live in an approved remote-work location. Washington residents within reasonable driving distance of the headquarters are encouraged to work onsite Tuesdays and Wednesdays.

Requirements

Bachelor’s degree in business, business operations, or a related field, or equivalent work or educational experience.
At least 8 years of experience in mortgage servicing operations, mortgage banking, or a closely related field.
At least 5 years of people-leader experience.
Comply with SAFE Act legislation, including annual registration as a Mortgage Loan Originator (MLO).

Nice To Haves

Advanced degree.
Experience with performing and default management practices.
Experience in business reengineering, regulatory compliance, financial reporting and analytics, project management, process improvement, and systems administration.
Experience leading large-scale project teams.
Experience managing GSE, GNMA, and MI claims.
Advanced understanding of mortgage agency guidelines and relationships, including FNMA, FHLMC, HUD, VA, FHA, and private credit portfolios.
Effective leadership and negotiation skills, and the ability to present information or training to individuals and groups.

Responsibilities

Build, lead, and develop a highly experienced mortgage servicing support team and establish member-focused policies, practices, and operational standards.
Coach, mentor, and train employees; conduct regular performance evaluations using BECU competencies and SuccessFactors.
Set departmental and individual goals aligned with BECU’s operating plan, monitor performance, and support timely and accurate service delivery.
Provide strategic oversight of mortgage servicing workflows across BECU and its sub-servicer, including performance management, contractual compliance, and service-level expectations.
Identify opportunities to streamline workflows, improve operational quality, automate processes, and develop scalable servicing solutions.
Evaluate member and employee feedback about remote services and delivery channels and translate insights into service improvements.
Maintain oversight of mortgage servicing operations, policies, procedures, and regulatory requirements.
Oversee P&L and budget performance, optimize revenue, manage expenses, and support sustainable long-term business value.
Lead business-unit analytics and reporting, evaluate performance data, identify trends, and develop business cases for strategic decisions and operational improvements.
Oversee operational performance, KPIs, vendor and business-partner relationships, and service levels.
Maintain a strong oversight and internal-control environment, manage regulatory changes, and ensure compliance with investor, agency, and regulatory guidelines.
Serve as the Credit Union’s primary point of contact for mortgage servicing matters and ensure consistent, compliant practices across BECU and vendors, including the sub-servicer.
Oversee member escalations, agency relationship manager engagement, credit bureau matters and reporting, default resolution, and dispute management.
Ensure mortgage servicing activities comply with contractual obligations, regulatory expectations, and Credit Union standards.
Translate business requirements into technical specifications and lead system administration efforts to ensure technology solutions support business objectives.
Establish business-unit protocols for User Acceptance Testing (UAT) and lead resolution of technology issues affecting mortgage servicing.
Lead the creation and maintenance of business workflows, procedure manuals, supporting documentation, and the forms library in compliance with state and federal regulations.
Perform additional duties as assigned.