Senior Director, Cross Border Loan Operations and Fulfillment

Royal Bank of Canada • Raleigh, NC

12d • Onsite

About The Position

The Senior Director, Loan Operations and Fulfillment is responsible for driving end-to-end loan operations, including mortgage origination, processing, closing, servicing, and default/loss mitigation for secured and unsecured products. This role ensures compliance with regulatory standards, optimizes production and servicing efficiency, minimizes financial losses, and maintains high customer satisfaction across all loan portfolios. Further, the role is responsible to achieve business results and create shareholder value through the leadership of loan operations and fulfillment for RBC Bank. Provide strategic leadership, visioning and oversight Mortgage Servicing, Collections, Mortgage Processing and Closing, and Account Fulfillment that will serve to improve the client experience, reduce the costs, maximize productivity and provide best in class efficiency through simplification, streamlining and optimization. Ensures accurate and actionable risk identification, evaluation, continuous monitoring and escalation disciplines are in place. Also assesses and reports on operational risk, controls and regulatory compliance to governance committees including the audit committee of the board of directors. Act as executive sponsor to suppliers and intergroup arrangements to ensure fair exchange of services and accountability are effectively managed internally and with third parties.

Requirements

• 10+ years in lending operations (mortgage and credit card), with proven leadership in production, servicing, and default management.
• Expertise in regulations (RESPA, TILA, HMDA, FDCPA, CARD Act)
• Bachelors degree in a related field
• High attention to detail
• Communication skills.
• Strategic thinking
• strong analytical capabilities
• executive stakeholder management.

Nice To Haves

• Leveraging AI and SRE principles to drive innovation and operational excellence.

Responsibilities

• Oversee mortgage and credit card loan origination strategies, including business development, sales leadership, and partnership management to meet volume and profitability targets.
• Ensure accurate and timely loan processing (mortgage and credit card), including credit analysis, documentation verification, and adherence to underwriting guidelines.
• Direct the mortgage closing process, collaborating with title companies, attorneys, and stakeholders to ensure smooth fundings.
• Manage post-closing activities, including payment processing, escrow administration (mortgage), and account management (credit cards).
• Lead delinquency management, foreclosure prevention, and compliance with regulatory requirements (e.g., CFPB, FHA, VA).
• Oversee collections, charge-off recovery, and debt settlement strategies while adhering to regulations (e.g., FDCPA, CARD Act).
• Ensure adherence to federal, state, and and mitigate operational risks.
• Lead, mentor, and optimize performance across loan operations and fulfillment teams.
• Provide data-driven insights on loan production, servicing quality, delinquency rates, and financial performance to executive leadership.
• Drive automation, workflow improvements, and cost-saving initiatives across secured and unsecured lending.
• Partner with legal, compliance, IT, and other departments to ensure seamless operations and regulatory alignment.

Benefits

• A comprehensive Total Rewards Program including bonuses and flexible benefits
• competitive compensation
• commissions
• stock where applicable.
• Leaders who support your development through coaching and managing opportunities.
• Ability to make a difference and lasting impact.
• Work in a dynamic, collaborative, progressive and high-performing team.
• A world-class training program in financial services.
• Opportunities to do challenging work

What This Job Offers

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