Loan Servicing Manager
About The Position
The Loan Servicing Manager oversees all loan servicing operations, ensuring accurate, efficient, and compliant processing throughout the loan lifecycle. This role is responsible for managing post-closing quality control, loan boarding, escrow administration and analysis, insurance and tax monitoring, payment and payoff processing, secondary market reporting, and the permanent maintenance of loan files. The position drives continuous improvement of servicing processes, ensures staff accountability, staff training, and prepares required operational and regulatory reports. With extensive knowledge of real estate documentation, lending, core banking systems, and compliance requirements, the Loan Servicing Manager works collaboratively with lending leadership, and internal teams to maintain strong operational controls, mitigate risk, and deliver high-quality service. You are a detail-driven leader with deep expertise in mortgage servicing and residential and commercial lending operations, including post-closing, escrow and loan file management. You excel at managing complex workflows, ensuring accuracy, and supporting compliance across all servicing functions. You communicate clearly, prioritize effectively, and work collaboratively with internal teams and customers. You bring sound judgment, a commitment to service excellence, and the ability to maintain high operational standards across multiple systems, timelines, and responsibilities.
Requirements
- 5+ years of experience in mortgage servicing, residential & commercial lending, or related banking operations
- Previous supervisory or management experience in lending or mortgage servicing
- Strong knowledge of mortgage regulations, servicing standards, escrow requirements, and loan documentation
- Experience with Encompass or similar mortgage banking systems
- Strong written and verbal communication skills
- High level of attention to detail and organizational ability
- Proficiency with PCs and servicing-related software
- Ability to manage multiple priorities in a regulated environment
- Customer service orientation with problem-solving capability
Responsibilities
- Oversee loan servicing and post-closing operations to ensure accurate, timely, and compliant processing throughout the loan lifecycle
- Manage loan boarding, payment posting, advances, payoffs, rate changes (including adjustable-rate loans, renewals, and modifications), and quality control reviews to ensure documentation accuracy and system integrity
- Oversee escrow and insurance administration, including disbursements, annual escrow analyses, tax and insurance tracking, force-placed insurance when required, and resolution of shortages or discrepancies
- Monitor delinquent and past-due loans, coordinating collections efforts and loss mitigation activities, including extensions, deferrals, modifications, and foreclosure or charge-off tracking as applicable
- Ensure accurate maintenance of loan files, recorded documents, lien releases, payoff processing, and proper documentation of servicing activity
- Investigate and resolve servicing exceptions, payment disputes, escrow concerns, and complex borrower inquiries in a timely and professional manner, serving as an escalation point when needed
- Prepare and review operational, regulatory, and secondary market reports, including investor remittances, HMDA/CRA reporting, and management reporting on delinquencies, paydowns, escrow balances, and exceptions
- Ensure compliance with lending policies and applicable state and federal regulations, including RESPA, TILA, FDCPA, CIP, and BSA, support audits, regulatory examinations, and the ongoing maintenance of servicing procedures
- Maintain expertise in the core loan servicing system, ensuring data accuracy across servicing, general ledger, and loan platforms, and coordinating with vendors as needed to support system updates and issue resolution
- Supervise and train loan servicing staff, establish workflows, provide cross-training, approve exceptions as appropriate, and ensure adequate coverage within a small-team environment
- Partner closely with loan officers, credit, and accounting teams to support loan product changes, servicing impacts, and process improvements while maintaining a high standard of customer service
- Perform additional duties as needed to support efficient and effective loan servicing operations
Benefits
- Health, Dental, Vision (85 - 90% Paid by the Employer Depending on Plan Selection)
- 401k w/ 3% Non elective contribution + up to an additional 6% Match
- AD&D, STD, LTD, GTL, Voluntary Life Insurance
- 13 Holidays Per Year, 20 Days of PTO Prorated for your start date
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
