Loan Servicing Manager

Affinity Federal Credit Union•Basking Ridge, NJ

3h•$83,000 - $88,000•Hybrid

About The Position

Affinity Federal Credit Union is hiring a Loan Servicing Manager to lead and oversee all Loan Servicing operations. The manager ensures accurate and compliant servicing throughout the loan lifecycle, from loan boarding through payoff, including payment processing, escrow administration, collateral management, investor reporting, account maintenance, and regulatory compliance. The role is responsible for operational efficiency, risk management, audit readiness, vendor oversight, business continuity planning, and member experience. It also leads, coaches, and develops Loan Servicing staff while driving strategic initiatives and continuous process improvement. This is a hybrid position requiring 4–5 days per week at the corporate headquarters in Basking Ridge, New Jersey. The starting salary range for a new hire is $83,000–$88,000, with the final offer dependent on factors including relevant and industry experience and education.

Requirements

At least five years of experience in loan servicing, operations, or related lending functions at a financial institution, including at least three years in a leadership or supervisory role.
Comprehensive knowledge of consumer, mortgage, home equity, and commercial loan servicing practices.
Experience supporting internal audits, external audits, regulatory examinations, and remediation efforts.
Working knowledge of applicable federal and state lending and servicing regulations.
Experience with core processing systems and loan servicing platforms.
Strong analytical, organizational, and problem-solving skills.
Demonstrated ability to manage multiple priorities in a fast-paced environment.
Strong verbal and written communication skills.
Experience developing procedures, controls, and operational documentation.
Proficiency in Microsoft Office Suite, including advanced Excel reporting capabilities.

Nice To Haves

Experience with Fiserv DNA is preferred.

Responsibilities

Oversee servicing activities throughout the loan lifecycle, ensuring accuracy, efficiency, and compliance.
Develop and present servicing performance reports, KPI metrics, risk indicators, and operational trends to senior management.
Oversee resolution of complex servicing issues, member complaints, executive escalations, and regulatory inquiries.
Establish and maintain quality control processes and internal controls to ensure servicing accuracy and mitigate operational risk.
Monitor servicing exceptions and implement corrective action plans as needed.
Complete departmental strategic initiatives and business priorities within Loan Servicing.
Maintain and update the Loan Servicing Business Continuity Plan.
Represent Affinity at meetings with vendors and service providers.
Lead servicing-related system enhancements, conversions, testing efforts, and technology implementations.
Ensure compliance with applicable federal and state regulations and investor requirements.
Coordinate and respond to internal and external audits, regulatory examinations, and compliance reviews.
Lead, develop, and manage the Loan Servicing team through coaching, mentoring, and performance management.
Establish department goals, performance standards, and service expectations.
Oversee workforce planning, staffing, training, and succession planning.
Ensure cross-training and operational coverage across servicing functions.
Manage employee relations issues in accordance with Credit Union policies and procedures.
Establish departmental service standards and operational objectives while balancing regulatory compliance, operational efficiency, and member experience.
Perform other duties as assigned.