Loan Servicing Manager

ARISE FEDERAL CREDIT UNION•Canton, MA

2d•$76,785 - $80,000•Hybrid

About The Position

As a Loan Servicing Manager – Residential, you’ll lead the day-to-day operations of our Residential Loan Servicing function, ensuring our members’ mortgage and home equity loans are serviced accurately, efficiently, and in compliance with regulations throughout the life of the loan. This role is responsible for providing leadership and oversight of servicing activities, including escrow administration, insurance, property taxes, loan modifications, subordinate lien requests, mortgage releases, servicing transfers, quality control, and regulatory reporting. You’ll ensure effective operational controls, system functionality, and service delivery while partnering with internal departments, vendors, and leadership to support the Credit Union’s residential lending portfolio. This is a great opportunity to lead and develop a team, improve processes, and shape the member experience in a collaborative, detail-focused environment.

Requirements

Bachelor's degree in Business, Finance, Accounting, or related field preferred; equivalent combination of education and experience considered.
5+ years of residential mortgage loan servicing experience, including 2+ years of management or significant leadership experience.
Strong knowledge of residential mortgage and home equity servicing, escrow administration, insurance, property taxes, loan modifications, subordinations, mortgage releases, and related servicing functions.
Working knowledge of applicable federal and state mortgage servicing, lending, consumer protection, and reporting requirements.
Experience with mortgage servicing systems and core processing systems; ability to learn and support system enhancements and implementations.
Strong analytical, problem-solving, and decision-making skills with the ability to evaluate complex servicing issues and determine appropriate resolutions.
Strong organizational skills with the ability to manage multiple priorities, deadlines, projects, and operational demands.
Excellent written and verbal communication skills with the ability to effectively communicate with members, employees, vendors, management, and external partners.
Advanced proficiency with Microsoft Office, particularly Excel and Word.
Demonstrated ability to lead, coach, develop, and hold employees accountable for performance and compliance.
Ability to exercise sound judgment and maintain confidentiality when handling sensitive member, financial, and regulatory information.

Responsibilities

Leads and oversees the day-to-day operations of Residential Loan Servicing, including first and second mortgage, home equity, fixed-rate and adjustable-rate products, ensuring accurate, timely, and compliant servicing throughout the loan life cycle.
Oversee escrow servicing activities, including escrow account administration, analysis and adjustments, property tax payments, hazard and mortgage insurance, PMI, mortgage life and disability insurance, escrow shortages and surpluses, disbursements, and related member communications and regulatory requirements.
Oversee residential loan servicing transactions and portfolio maintenance, including loan modifications, payment changes, adjustable-rate adjustments, subordinations, partial releases, mortgage insurance cancellation, paid-in-full processing, mortgage discharges, and other servicing requests.
Provides oversight of designated commercial loan servicing activities, including commercial real estate, C&I, lines of credit, payment and rate adjustments, loan modifications, extensions, payoffs, collateral-related servicing, and other portfolio maintenance activities, ensuring servicing is consistent with approved loan terms and Credit Union requirements.
Leads, coaches, and develops the Residential Loan Servicing team, including hiring, onboarding, training, performance management, workload distribution, and ongoing development. Ensures employees maintain current knowledge of servicing procedures, products, systems, and regulatory requirements.
Ensures compliance with applicable federal and state laws, regulations, investor requirements, and Credit Union policies governing mortgage, home equity, escrow, commercial loan servicing, consumer protection, fair lending, and related activities.
Oversee servicing quality control, audit, examination, and regulatory activities, including responses to closed-loan quality control findings, trailing document requirements, HMDA reporting support, internal reviews, and corrective action plans.
Oversees preparation and delivery of required residential lending disclosures and servicing documentation, including TRID-compliant Home Equity closing documentation and other required notices and communications.
Serves as an escalation resource for complex residential, escrow, and commercial servicing issues, working with members, branches, lenders, Loan Operations, Accounting, Compliance, Legal, vendors, investors, and other internal partners to resolve issues timely and appropriately.
Maintains and enhances department policies, procedures, workflows, and internal controls for residential, escrow, and applicable commercial servicing functions. Ensures changes in regulations, products, systems, and processes are appropriately incorporated and communicated.
Participates in system implementations, product testing, system enhancements, and process changes; validates system functionality and data integrity and identifies opportunities to improve efficiency, controls, accuracy, and the member experience.
Oversee daily servicing settlement, account balancing, general ledger reconciliation, and other operational and financial controls to ensure accurate processing and timely resolution of discrepancies.
Monitors department performance, servicing trends, operational risks, and service levels; prepares or reviews management reporting and implements improvements to address performance gaps and emerging risks.
Maintains current knowledge of mortgage servicing, escrow administration, commercial loan servicing, regulatory requirements, investor guidelines, and industry practices through ongoing professional development and training.
Performs other duties as assigned.