Resid. Mortgage & Consumer Loan Servicing Mgr

Burke & Herbert Bank-posted 3 months ago
Full-time • Manager
Remote • Moorefield, WV
251-500 employees
Securities, Commodity Contracts, and Other Financial Investments and Related Activities
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The Residential Mortgage & Consumer Loan Servicing Manager is responsible for leading the development, execution, and maintenance of the organization's Loan Servicing functions for consumer and residential mortgage loan portfolios. The role ensures compliance with federal and state laws, agency/GSE requirements, investor guidelines, client requirements, and internal credit policies and guidelines.

  • Oversee loan servicing activities for consumer and mortgage portfolios, including document tracking, investor reporting, loan balancing, payoff processing, escrow administration, and record retention.
  • Recruit, train, coach, and motivate a high-performing servicing team.
  • Conduct performance appraisals, career development planning, and succession readiness.
  • Design and implement strategies to embed a customer-first mindset across the servicing team-promoting empathy, responsiveness, and transparency in all borrower interactions.
  • Partner with internal stakeholders (Sales, Collections, Compliance, Technology) to streamline hand-offs, feedback loops, and service standards that exceed customer expectations.
  • Anticipate volume growth from new delivery channels and product launches; lead system implementations and enhancements.
  • Maintain awareness of industry trends, emerging technologies, and competitor offerings to recommend service enhancements.
  • Develop and update servicing procedure manuals covering Fannie Mae, Freddie Mac, FHA, VA, RD, and other investor requirements.
  • Collaborate with the Corporate Compliance Office to draft notices, disclosures, training modules, and monitoring tools; ensure adherence to regulatory and audit standards.
  • Serve as department liaison on bank committees, regulatory exams, and internal audits.
  • Chair or participate in cross-functional project teams for system conversions, new application roll-outs, and operational initiatives.
  • Manage external vendor relationships-evaluate performance, coordinate alternatives analysis, and oversee contractual/service-level reporting.
  • Bachelor's Degree and/or equivalent experience. RCMS certification preferred.
  • Five to seven years managing loan servicing functions with strong knowledge of mortgage originations, Fannie Mae, Freddie Mac, FHA, VA, and RD requirements.
  • Five to seven years of management/supervisory experience required.
  • Strong interpersonal and organizational skills.
  • Demonstrated ability to solve complex problems.
  • Strong knowledge of banking systems/deposit operations and balancing procedures.
  • High degree of professional ethics and integrity.
  • Proven management experience to effectively lead staff.
  • Strong organizational and detail-oriented abilities.
  • Excellent verbal and written communication skills.
  • Ability to multi-task, prioritize, and work independently.
  • Proficient in learning and applying audit and other systems quickly.
  • Teamwork-oriented with excellent problem-solving skills.
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