Real Estate Loan Servicing Supervisor

ICCU•Chubbuck, ID

10h•Onsite

About The Position

This role is responsible for overseeing the servicing of the ICCU real estate loan portfolios. The supervisor will coach their team to reach department and Credit Union goals, effectively manage and complete special projects, and ensure member satisfaction through courteous, accurate, and efficient service. The position involves supervising daily Real Estate Loan Servicing operations, maintaining a thorough understanding of mortgage servicing regulations, and partnering with lending teams to support product launches and process enhancements. The supervisor will analyze business needs to identify opportunities for improvement, lead projects, monitor department performance, and foster a culture of accountability and continuous improvement. They will also ensure a positive member experience, support audit and compliance activities, and assist with vendor and investor relationship management. Collaboration with leadership on departmental goals and operational plans is also a key aspect of this role.

Requirements

Bachelor’s degree and 1-3 years managerial or financial institution experience preferred.
Prior mortgage industry experience preferred.
Ability to work with other managers in Operations to reach department goals.
Excellent communication and interpersonal skills.
Capable of always maintaining the confidentiality of Credit Union and member records.
Must be eligible for membership at ICCU to obtain employment.

Responsibilities

Supervise and oversee daily Real Estate Loan Servicing operations, including escrow administration, flood insurance compliance, homeowners insurance monitoring, property tax processing, payment and transaction posting, balancing and reconciliation, loan maintenance, investor reporting, and regulatory compliance.
Maintain a thorough understanding of mortgage servicing regulations, secondary market and investor requirements, and industry best practices to ensure compliance and operational effectiveness.
Partner with Mortgage, HELOC, and other lending teams to support product launches, process enhancements, and servicing requirements throughout the loan lifecycle.
Analyze business needs, servicing trends, and operational performance to identify opportunities for process improvements, increased efficiency, risk mitigation, and scalable growth.
Lead or participate in projects involving system enhancements, automation, servicing initiatives, regulatory changes, and process improvements.
Monitor department performance metrics, service levels, quality standards, and operational controls to ensure accurate and timely servicing of real estate loan portfolios.
Hire, train, develop, and coach team members while fostering a culture of accountability, collaboration, continuous improvement, and exceptional member and team member service.
Conduct performance evaluations, Strength Development Plans, coaching sessions, and ongoing career development discussions.
Ensure a positive member experience through accurate, timely, and professional service while effectively resolving escalated member and servicing issues.
Support audit, examination, and compliance activities by maintaining appropriate controls, documentation, and corrective action plans as needed.
Assist with vendor and investor relationship management to ensure service expectations, contractual obligations, and compliance requirements are met.
Collaborate with leadership to develop departmental goals, staffing strategies, and operational plans that support organizational objectives.
Additional duties and responsibilities as assigned.