Residential Loan Servicing Manager

German American Bank • Fort Mitchell, KY

6d • Onsite

About The Position

The Residential Loan Servicing Manager is responsible for leading all aspects of the mortgage servicing activities to ensure compliance and exceptional customer service. This role determines optimal team structure, sets KPIs, and aligns technology to deliver best-in-class service. The manager partners closely with Sales, Underwriting, and Operations teams to create seamless processes, mitigate risk, and optimize margin management. Attention to accuracy, compliance and profitability are essential.

Requirements

• Bachelor’s degree in Business Administration, Finance, Accounting, or an equivalent combination of education and experience.
• At least five years of mortgage servicing experience.
• Strong understanding of loan processing and documentation.
• Prior supervisory experience.
• Demonstrated teamwork and customer service skills.
• Knowledge of real estate lending criteria, compliance, and federal and state regulations.
• Strong verbal and written communication skills.
• Ability to think creatively and solve issues independently.

Nice To Haves

• Encompass
• AUS (LP & DU)
• Navigator
• Director
• Microsoft Suite including Outlook
• FHA Connection
• VA portal
• GUS

Responsibilities

• Lead the Mortgage Servicing team in delivering accurate, timely, and compliant service for the mortgage loan portfolio.
• Create a culture of accountability, engagement, and continuous improvement while overseeing day-to-day servicing activities, escrow analysis, tax payments, insurance monitoring, borrower communications, and resolution of complex customer concerns.
• Partner with Mortgage, Accounting, Compliance, Risk, IT, vendors, and other stakeholders to strengthen servicing controls, support audits and regulatory reviews, improve processes, and implement technology solutions that enhance efficiency, scalability, and the borrower experience.
• Coach and develop associates, monitor daily performance and deliverables, provide updates on regulatory and process changes, and recommend procedural improvements to ensure servicing operations remain accurate, current, and customer-focused.

Benefits

• Medical, dental, vision, STD, LTD, Life insurance
• 17 days paid time off
• 11 paid holidays
• Bereavement leave
• Education Assistance Program
• Paid Parental Bonding Leave
• Wellness benefits
• Life event coverage
• Service awards
• 401(k) match
• Stock purchase plan
• National and local discounts on everything from computers and vacations to phones and retail shopping.
• Logo wear discounts
• Free checking account, checks and discounted bank services

What This Job Offers

• Job Type: Full-time
• Career Level: Manager