Manager, Loan Servicing (Credit Regulatory Compliance Officer)

Oriental Bank

19d•Hybrid

About The Position

The Manager, Loan Servicing (Credit Servicing Regulatory Compliance Officer) leads the Quality Review, Regulatory Compliance, and Monitoring functions for Credit Servicing across Mortgage, Commercial, Auto, Consumer, and Credit Card products. The role ensures servicing activities comply with applicable regulations, investor requirements, internal policies, procedures, and controls while promoting operational quality, efficiency, and a strong customer experience. It combines compliance, audit, quality assurance, and operational improvement responsibilities. The Manager partners with Credit Servicing leaders and cross-functional stakeholders to identify risks and process gaps, implement sustainable corrective actions, strengthen controls, improve processes, and support ongoing remediation. The position serves as a key liaison among Credit Servicing, Compliance, Risk, Legal, Audit, IT, and other business partners, and supports readiness for internal and external audits, regulatory examinations, and investor reviews. The position works hybrid and reports to Oriental Center in San Juan, Puerto Rico. It leads and develops quality analysts, compliance specialists, and other assigned employees. The role is of indefinite duration and requires permanent or ongoing US work authorization, which the employee must maintain.

Requirements

Bachelor’s degree in Business Administration, Finance, Legal Studies, Accounting, Risk Management, or a related field; an equivalent combination of education, training, and relevant experience may substitute for minimum education and experience requirements.
At least seven years of experience in credit servicing, mortgage servicing, audit, regulatory compliance, quality assurance, operational risk, or related disciplines, including at least three years in a leadership role.
Strong knowledge of credit servicing operations across Mortgage, Commercial, Auto, Consumer, Credit Card, or related financial products.
Extensive knowledge of financial institution regulations, internal controls, investor requirements, and credit servicing guidelines, including CFPB, RESPA, Fannie Mae, Freddie Mac, or related regulatory frameworks.
Expertise designing, executing, and enhancing risk-based quality review, compliance, audit, and monitoring programs, including process-risk matrices, review plans, controls, findings, and corrective action plans.
Strong root-cause analysis and risk-assessment skills, with ability to partner with business units on sustainable remediation and process improvements.
Ability to lead audit-level discussions and serve as liaison with internal and external auditors, regulators, examiners, investors, and other oversight parties.
Experience developing management reports, dashboards, KPIs, audit-status reporting, and compliance or operational-performance metrics.
Proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
Strong analytical, critical-thinking, decision-making, and problem-solving skills.
Proactive, detail-oriented, innovative, and customer-focused approach, with ability to identify emerging risks, establish priorities, and balance compliance, risk mitigation, operational efficiency, and customer experience.
Strong leadership, coaching, communication, collaboration, influencing, and stakeholder-management skills, including ability to develop employees, drive accountability, manage competing priorities, and coordinate cross-functional initiatives.
Effective written and verbal communication skills in English and Spanish.
Legally authorized to work in the United States, with permanent or ongoing work authorization that can be maintained throughout employment.

Nice To Haves

Strong mortgage servicing experience.
Experience with reporting, workflow, data-analysis, or automation tools.

Responsibilities

Manage the unit responsible for Credit Servicing Quality Review, Regulatory Compliance, and Monitoring across Mortgage, Commercial, Auto, Consumer, and Credit Card products.
Lead the design, execution, and continuous enhancement of risk-based quality-control and compliance-monitoring programs.
Develop and maintain a comprehensive matrix of servicing processes, risks, controls, and responsible units.
Set review priorities and monitoring frequency based on regulatory and operational risk.
Monitor servicing activities for compliance with federal and state regulations, investor requirements, internal policies, procedures, and controls, including applicable CFPB, RESPA, Fannie Mae, and Freddie Mac requirements.
Identify, document, escalate, and report regulatory, operational, and control deviations.
Conduct root-cause analyses and partner with business units to develop and implement sustainable corrective action plans.
Evaluate servicing processes, operational data, recurring reports, system changes, and data-remediation activities to identify emerging risks, control gaps, inefficiencies, automation opportunities, and improvements to quality, compliance, productivity, and customer experience.
Coordinate cross-functional remediation and process-improvement initiatives with Operations, Legal, Risk, Compliance, IT, business units, branches, contact centers, and external service providers.
Develop and maintain dashboards, KPIs, management reports, monitoring results, audit-status reporting, and corrective-action tracking.
Serve as primary liaison for internal and external auditors, regulators, examiners, investors, and other oversight parties.
Coordinate audit and examination preparation, information requests, responses, supporting evidence, findings, commitments, and remediation activities.
Lead, coach, and develop quality analysts, compliance specialists, and other assigned employees; establish priorities, drive accountability, and foster compliance, continuous improvement, innovation, and customer-centricity.
Maintain current procedures, monitoring standards, documentation, and training materials; ensure required regulatory and organizational training is completed.
Perform other duties as assigned.