Loan Servicing Manager
SCU Credit Union•Brockton, MA
•$72,000 - $88,000
About The Position
The Loan Servicing Manager is responsible for overseeing the day-to-day operations of the loan servicing department, ensuring accurate and compliant processing across the credit union's mortgage, home equity line of credit (HELOC), and commercial lending portfolios. This role leads a team of 4+ servicing professionals and serves as a key operational partner to the VP of Loan Servicing & Collections in driving process improvements, resolving member escalations, and maintaining regulatory compliance.
Requirements
- Minimum 5 years of loan servicing experience, with demonstrated knowledge across mortgage, HELOC, and commercial lending portfolios
- Minimum 2 years in a supervisory or lead role within a loan servicing or lending operations environment
- Strong working knowledge of escrow analysis and administration, payment processing, and loan accounting principles
- Solid understanding of interest calculation methodologies across fixed, variable, and adjustable-rate loan products
- Familiarity with ARM servicing, including index/margin structures, rate adjustment caps, and member disclosure requirements
- Working knowledge of applicable regulations including RESPA, TILA, and NCUA guidelines
- Proficiency with loan servicing software and core banking systems
- Strong analytical, organizational, and written/verbal communication skills
- Ability to manage competing priorities in a fast-paced, member-focused environment
- High school diploma or the equivalent
Nice To Haves
- Experience with adjustable-rate mortgage (ARM) servicing is highly desirable, including a strong understanding of rate forecasting, index and margin calculations, rate adjustment schedules, and interest accrual methodologies.
- Candidates with demonstrated acumen in the calculation of interest on loans — including variable and fixed-rate products — will be given preference.
- Familiarity with escrow analysis, payment application processes, and investor reporting is a plus.
- Experience with Jack Henry & Associates (including any of its core banking or loan servicing platforms) is not required but would be considered a significant advantage.
Responsibilities
- Oversee all loan servicing functions across mortgage, HELOC, and commercial loan portfolios, including payment processing, payoff quotes, loan boarding, and account maintenance
- Ensure accurate and timely application of payments, including the proper handling of partial payments, suspense accounts, and payment reversals
- Manage escrow administration functions including escrow analysis, disbursements, shortage/overage calculations, and member communications related to escrow adjustments
- Monitor and manage adjustable-rate mortgage (ARM) portfolios, including rate change notifications, index tracking, rate adjustments, and interest recalculations
- Ensure accurate interest accrual and calculation across variable-rate, fixed-rate, and interest-only loan products
- Directly supervise, coach, and develop a team of 4+ loan servicing specialists
- Establish performance expectations, conduct regular one-on-ones, and complete annual performance reviews
- Identify training needs and ensure staff are current on regulatory changes, system updates, and credit union policies
- Foster a member-first culture focused on accuracy, accountability, and continuous improvement
- Ensure all servicing activities comply with applicable federal and state regulations, including RESPA, TILA, HMDA, and NCUA guidelines
- Maintain and update department procedures and controls to mitigate operational and compliance risk
- Assist in internal and external audits, responding to findings and implementing corrective action plans as needed
- Monitor investor reporting requirements and ensure timely and accurate reporting for any secondary market activity
- Serve as an escalation point for complex member inquiries or complaints related to payment disputes, escrow discrepancies, ARM adjustments, or account errors
- Partner with the collections team and Member Services to resolve issues promptly and professionally
- Identify inefficiencies in servicing workflows and lead initiatives to improve accuracy, turnaround times, and member satisfaction
- Prepare and present regular departmental reports to the VP of Loan Servicing & Collections, including volume metrics, error rates, and outstanding issues
- Assist in system upgrades, conversions, and testing as they relate to loan servicing platforms
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
