Mortgage Servicing Manager, Sr

Old National Bank•Evansville, IN

9d•$83,300 - $168,400

About The Position

The Mortgage Servicing Manager is a people leader accountable for the performance and results of multiple mortgage servicing teams, with primary responsibility for escrow, insurance, and special loans operations. The manager leads onshore and offshore supervisors and managers, translates departmental plans into short-term operating priorities, allocates resources, strengthens controls, develops talent, and resolves operational challenges across interconnected servicing processes. The role ensures tax, hazard, flood, force-placed insurance, specialty loan maintenance, payment, payoff, boarding, and quality-assurance activities are completed accurately and timely, in accordance with investor, regulatory, contractual, and bank requirements, while delivering a consistent customer and partner experience. The manager oversees service delivery, risk and compliance, controls, continuity, people and capacity, financial performance, and approved process, technology, automation, and AI-enabled improvements.

Requirements

Bachelor's degree in Business, Finance, Management, or a related field, or equivalent experience.
Seven or more years of mortgage servicing, specialty servicing, banking operations, escrow, insurance, payments, or related experience.
Three or more years of formal people-leadership experience.
Demonstrated knowledge of mortgage servicing regulations, investor requirements, specialty loan administration, operational controls, reconciliations, vendor oversight, and issue remediation.
Strong leadership, communication, analytical, organizational, financial, change-management, and problem-solving skills.
Proficiency with Microsoft Office and servicing platforms.

Nice To Haves

Experience leading professional employees, supervisors, or multiple related workflows.
Experience with MSP/ICE Mortgage Technology, Black Knight Passport, wire/ACH processes, and third-party vendor management.

Responsibilities

Lead teams responsible for daily escrow, insurance, and special loans operations, establishing priorities and ownership across workflows.
Align employee and vendor capacity with service-level, quality, productivity, control, and exception-aging objectives; address backlogs, breakdowns, and single points of failure.
Oversee escalated customer, investor, financial-institution, and internal-partner issues; ensure timely resolution, root-cause analysis, and appropriate communication.
Use operating metrics, trend analysis, and risk indicators to identify issues, make resource trade-offs, and recommend actions to senior leadership.
Oversee tax, hazard, flood, private mortgage insurance, loss-claim, and force-placed insurance administration, including payments, maintenance, reconciliations, exceptions, and vendor activity.
Ensure escrow analyses, disbursements, refunds, shortages, surpluses, delinquency follow-up, and borrower communications are accurate and timely.
Manage assigned tax and insurance vendors, including service levels, quality, contractual performance, costs, issue escalation, and corrective actions.
Lead specialty loan boarding and maintenance, including newly boarded loans, manual boarding exceptions, system setup, purchase advice, service-transfer maintenance, and conversion-related changes.
Oversee specialty payment activity, including posting and reversals, funds-management exceptions, payoffs, unapplied-funds resolution, refunds, wires, ACH activity, and balancing controls.
Ensure accurate administration and quality review of adjustable-rate loans, construction rollovers and draws, recasts, secondary structures, purchased loans, and other assigned non-standard servicing requirements.
Maintain controls for deceased-borrower requests, legal or documentation requests, credit reporting adjustments, one-time payments, and other complex account maintenance within the team scope.
Partner with Mortgage Operations, Investor Reporting, Accounting, Treasury, Client Care, Technology, Compliance, Risk, and vendors to resolve cross-process exceptions and strengthen end-to-end ownership.
Own assigned first-line controls (RCSA), reconciliations, evidence retention, key-risk indicators, issue remediation, and escalation of threshold breaches.
Maintain compliance with applicable investor, agency, insurer, federal, state, and internal requirements, including Fannie Mae, Freddie Mac, FHLBI, FHA, USDA, VA, RESPA, flood insurance, and bank policies.
Support Compliance, Quality Assurance, Internal Audit, investor reviews, and regulatory examinations; ensure findings and corrective actions are completed sustainably and on time.
Execute business-continuity responsibilities, recovery testing, critical-process readiness, cross-training, and third-party risk escalation.
Lead professional employees and, where assigned, supervisors or team leads; set expectations, coach performance, and reinforce accountability for outcomes and controls.
Develop technical and leadership capability through individual development plans, cross-training, succession planning, and subject-matter-expert bench strength.
Forecast workload and make near-term staffing, overtime, vendor-capacity, and resource decisions that balance service, controls, customer impact, and cost.
Use productivity, cost-to-serve, vendor variance, and capacity information to recommend improvements and support departmental planning.
Lead approved workflow, system, automation, and AI-enabled changes using control-by-design principles.
Coordinate process mapping, requirements, user acceptance testing, implementation readiness, change adoption, procedure updates, and benefit tracking.
Ensure process changes maintain or improve service, quality, regulatory compliance, control performance, and operational resilience.