Lending Services Manager

BrightStar Credit Union•Cooper City, FL

5d•$107,000 - $115,000•Onsite

About The Position

As a member of BrightStar Credit Union, you'll join a dynamic company culture and purpose-driven organization that focuses on its employees and members. We offer excellent benefits, advanced opportunities, and exceptional training. Founded in 1946 as a community-based credit union serving educators, we have since expanded to serve 23 counties across the state of Florida. As a Trusted Advisor, BrightStar offers a diverse range of financial services and opportunities. BrightStar Credit Union is committed to fostering a diverse and inclusive work environment where everyone has the chance to succeed and feel a sense of belonging. Our work environment is fun, fast-paced, and service-oriented.

Requirements

Bachelor's degree in finance, business, or related field; or five+ years of loan servicing experience.
2+ years of supervisory/management experience.
Deep understanding of loan origination and servicing processes and systems.
Strong working knowledge of loan servicing functions: payment processing, escrow administration (if applicable), lien/title/UCC tracking, collateral maintenance, and payoff/release processing.
Demonstrated ability to interpret policies, procedures, and regulatory requirements and translate them into operational workflows.
Proficiency with core banking systems, LOS platforms, document imaging, Microsoft 365 (Excel, Word, Teams), and reporting tools.
Operational excellence and strong attention to detail.
Leadership, coaching, and change management.
Excellent communication skills, both oral and written. Leadership presentation skills.
Member-first service mindset.
Analytical problem solving and root-cause analysis.
Ability to manage multiple priorities and deadlines.
Cross-functional collaboration (Lending, Collections, Compliance, Finance, IT).

Responsibilities

Direct day-to-day servicing activities including loan boarding, payment processing, escrow administration (if applicable), advances, fee assessment/waivers, payoff quotes, releases/satisfactions, collateral tracking, and account maintenance.
Establish and enforce standard operating procedures (SOPs) and quality control checkpoints to ensure accuracy, timeliness, loan compliance, and consistent member service.
Oversee servicing for rate/term changes, modifications, extensions, renewals, assumptions (as applicable), and post-closing changes in accordance with policy and regulatory requirements.
Ensure proper handling of insurance products (collateral protection, hazard/flood for mortgage and business real estate, etc.) and tracking/force-placement processes as applicable.
Coordinate post-closing document flow and exception clearing with closing/post-closing, underwriting, and documentation teams to ensure complete, accurate servicing records.
Manage processes and maintain controls for all payment applications.
Manage applicable real estate tax and insurance tracking.
Ensure accurate tracking and release of title and lien perfection with proper UCC management.
Oversee commercial lending tracking of applicable covenants and term changes.
Maintain servicing compliance with applicable federal and state requirements, credit union policies, and internal controls (e.g., payment application, periodic statements/disclosures as applicable, disputes/error resolution, privacy and information security procedures, SCRA, etc.).
Ensure audit and exam readiness: maintain documentation, workflow evidence, exception logs, and corrective action plans.
Identify servicing risks (operational, regulatory, reputational) and implement mitigation strategies, root cause analysis, and control enhancements.
Support Compliance, Internal Audit, and external examinations with timely reporting, sampling, and remediation.
Maintain and monitor key servicing controls, including dual controls, access reviews, segregation of duties, reconciliation, and exception tracking.
Oversee and ensure accurate eOscar credit reporting disputes and resolution.
Oversee third-party vendor performance and service-level expectations; manage issues, escalations, and periodic due diligence support.
Lead process improvement initiatives to reduce errors, cycle times, and member friction; implement automation and workflow controls where possible.
Participate in projects such as system upgrades, conversions, product changes, and new servicing workflows.
Vendor implementation and efficiencies for cost reduction.
Produce and analyze servicing KPIs and operational risk indicators, such as payment processing accuracy, servicing exception rates, escrow analysis timeliness, lien release cycle times, commercial tickler completion rates, and member complaint trends.
Provide routine and ad hoc reporting for lending leadership and risk management.
Monitor operational capacity, queue/backlog levels, and service level performance; recommend staffing or workflow changes as needed.
Support portfolio analytics by ensuring clean servicing data, accurate coding, and consistent documentation.
Hire, train, coach, and develop a high-performing servicing team.
Establish clear performance expectations and cross-training plans; ensure business continuity coverage.
Manage capacity planning, workload balancing, and scheduling to meet service levels.
Promote a culture of accountability, member advocacy, and continuous improvement.
Conduct performance evaluations, provide timely feedback, and administer corrective action in accordance with HR policy.
Uphold the credit union's compliance with the Bank Secrecy Act and anti-money laundering policies and procedures.
Complete online BSA and OFAC courses at least annually.
Maintain comprehensive knowledge of the Bank Secrecy Act, Customer Identification Program, U.S.A. Patriot Act, OFAC, Fair Lending, and Credit Card Act.