Manager, Mortgage Servicing

OnPoint Credit Union•Portland, OR

About The Position

The Mortgage Servicing Manager is responsible for overseeing day-to-day mortgage servicing operations, ensuring exceptional borrower experiences, and driving operational excellence. This role leads with positivity and accountability, fostering a collaborative and high-performing team environment. The manager will report directly to the Director, Mortgage Operations and will be expected to leverage expertise in ICEMT’s MSP Servicing System (experience strongly preferred).

Requirements

5+ years of direct experience in mortgage servicing back-office operations (required).
Bachelor’s degree or equivalent work experience (4 years of experience in lieu of degree).
Strong working knowledge of ICEMT’s MSP Servicing System and related modules (strongly preferred).
Demonstrated leadership skills with a track record of fostering positive, accountable, and high-performing teams.
Excellent written and verbal communication skills.
Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Ability to analyze complex information, solve problems, and make sound decisions in a fast-paced environment.

Nice To Haves

Experience leading servicing teams through system upgrades or process changes.
Familiarity with investor reporting, escrow administration, and customer service best practices.
Proven ability to drive operational improvements and enhance customer experience.

Responsibilities

Lead and manage mortgage servicing teams to deliver outstanding member service and operational efficiency.
Oversee all aspects of mortgage servicing, including payment processing, escrow administration, investor reporting, and customer inquiries.
Ensure compliance with regulatory requirements and internal policies, maintaining high standards of accuracy and integrity.
Serve as a subject matter expert and champion for the MSP Servicing System, driving adoption of system enhancements and best practices.
Collaborate with cross-functional teams to identify and implement process improvements, leveraging MSP capabilities to optimize workflows.
Develop and maintain documentation for servicing procedures, system configurations, and operational changes.
Monitor servicing metrics and analytics to identify trends, address issues, and support continuous improvement.
Facilitate training and development for servicing staff, promoting a culture of positivity, accountability, and professional growth.
Partner with Technology and third-party vendors to troubleshoot system issues, coordinate upgrades, and ensure seamless servicing and credit union operations.
Represent the servicing function in project meetings, system releases, and vendor discussions, advocating for operational needs and member experience.
Exercise independent judgment in resolving complex servicing issues, balancing business objectives with borrower satisfaction.
Support and maintain MSP sub-workstations (e.g., Customer Service, Servicing Digital, Cash Management, Investor Reporting, Escrow, Passport, Online Letter Writer), excluding loss mitigation and collections.
Drive consensus and conflict resolution within the team and across departments.
Other duties as assigned.