Supv-Mortgage Loan Servicing

Wings Credit Union•Colorado Springs, CO

10d•$71,000 - $83,000

About The Position

This position assists the Department Manager in administering and supervising the Mortgage Loan Servicing Department and its employees, ensuring timely and accurate completion of tasks and member requests related to first mortgages—including FNMA conforming products, CHFA, El Paso Bond program, FHA and VA—as well as construction, land, and employee loans. The role monitors staff workload, assigns tasks and member requests, supports training, participates on the management team, helps set work priorities, implements new requirements, streamlines workflows, and resolves member and staff complaints. The supervisor stays informed about current mortgage servicing practices and helps develop internal procedures and policies that align with departmental and Credit Union goals. The role provides operational oversight, handles escalated member concerns, supports interpretation of guidelines and regulations, and serves as a liaison in escalated situations involving internal and external members and third-party vendors. It also includes workload and pipeline management, staff scheduling, employee coaching and development, performance evaluations, personnel matters, and researching and implementing approved process or procedural changes. The position remains aware of and adheres to policies, procedures, and regulations related to the Bank Secrecy Act. The stated annual pay range is $71,000 to $83,000, plus a 10% annual target bonus. Final compensation depends on factors including experience, skills, education, certifications, location, and internal pay equity. The posting anticipates closing on October 21, 2026.

Requirements

At least 2 years of relevant lending, insurance, or financial services experience.
At least 1 year of supervisory or team leadership experience.
Advanced conflict resolution and problem-solving skills.
Ability to lead by example and serve as a positive role model.
Leadership ability and self-motivation.
Ability to give oral presentations to a group.
Ability to recognize needed improvements and take steps to implement changes.
Strong interpersonal communication skills.
Ability to coach and mentor staff and provide support and direction.
Ability to train staff through clear, concise oral and written communication.
Positive, professional disposition and behavior.
Extensive working knowledge of first mortgage products, which may include Conventional, FHA, VA, construction, land, and portfolio investment property loans.
Extensive knowledge of investor and lending regulatory guidelines.
In-depth understanding of notes and Deeds of Trust and how they affect loan servicing.
Ability to analyze insurance claim adjuster reports, repair estimates, repair contracts, and county requirements, and recognize potential red flags or fraud.
Ability to analyze and problem-solve to create positive outcomes for interested parties.
Ability to make sound decisions in all aspects of the job.
Organized, detail-oriented, flexible, and able to multitask in a changing environment.
Ability to prioritize and manage workload and allocate resources.
Initiative to meet or exceed job standards and willingness to take on tasks outside regular duties.
Ability to work with peers in other departments on crossover functions.
Proficiency with Microsoft Office Suite, including Word, Excel, and Outlook.

Nice To Haves

Bachelor's degree in Finance, Business Administration, Accounting, Economics, Management, Marketing, Sociology, Sales Management, or Organizational Leadership.

Responsibilities

Address escalated member concerns.
Provide support in answering questions about guideline and regulatory interpretations.
Act as a liaison in escalated situations involving internal and external members and third-party vendors.
Assist with daily frontline workload as necessary.
Assess and prioritize daily workload.
Manage the servicing pipeline.
Schedule staff.
Coach and develop staff weekly.
Address personnel issues and best practices as needed.
Write and deliver performance evaluations.
Assess and revise performance standards to align with strategic department goals and regulatory changes.
Research, recommend, and implement approved process or procedural changes.
Work on special projects to revise department standards, including research into regulatory or investor guidelines, emerging industry standards, and technology.
Remain cognizant of and adhere to Wings policies, procedures, and regulations pertaining to the Bank Secrecy Act.
Assist the Department Manager with administration and supervision of the Mortgage Loan Servicing Department and employees.
Monitor staff workload and assign tasks and member requests as necessary.
Assist with training, participate on the management team, help set work priorities, implement new requirements, streamline workflows, and resolve member and staff complaints.
Help develop internal work procedures and policies consistent with departmental and Credit Union goals.