Senior Vice President, Real Estate Servicing & Specialized Operations

Navy Federal•Pensacola, FL

11d•Hybrid

About The Position

The Senior Vice President, Real Estate Servicing & Specialized Operations, provides enterprise leadership for Navy Federal’s end-to-end mortgage and home equity servicing portfolio and specialized operations that protect members, the institution, and the integrity of the real estate lending business. The role is accountable for operational performance, member experience, regulatory compliance, first-line risk and controls, portfolio quality, and enterprise transformation across the life of the loan. This executive sets the long-range strategy and operating model for Real Estate Lending (REL) Servicing & Specialized Operations; advises senior executive leadership on portfolio performance, risk, regulatory developments, and investment priorities; and partners across Legal, Risk, Compliance, Technology, Data, Finance, Internal Audit, Member Strategy, and other enterprise functions. The mandate is to deliver member-centered, digitally enabled, resilient operations that combine disciplined execution with strong governance, measurable outcomes, and a high-performing leadership bench.

Requirements

Bachelor’s degree in business administration, finance, accounting, economics, real estate, or a related field, or an equivalent combination of education, training, and experience.
Fifteen or more years of progressively responsible leadership experience in mortgage servicing, real estate lending operations, consumer loan servicing, or a closely related financial-services function, including senior leadership of a large and complex operation.
Deep end-to-end knowledge of mortgage and home equity servicing, including performing and non-performing servicing, default management, loss mitigation, fraud risk, quality assurance, legal/title matters, and member or borrower operations.
Expert knowledge of federal and state laws, regulations, and supervisory expectations governing mortgage servicing, real estate lending, fair lending, consumer protection, risk management, and regulatory compliance.
Demonstrated success leading enterprise-scale transformation, operating-model redesign, servicing-platform modernization, automation, advanced analytics, and/or AI-enabled process improvement.
Extensive experience designing and operating risk and control frameworks, managing regulatory examinations and audits, and driving issue remediation to sustainable closure.
Proven ability to lead large, cross-functional, multi-layered teams and complex initiatives with significant business, member, financial, regulatory, and reputational impact.
Strong financial acumen and experience managing large operating budgets, annual financial plans, workforce capacity, vendors, investment priorities, and measurable business outcomes.
Exceptional executive communication, negotiation, influence, and consensus-building skills, including the ability to advise senior executives and represent the organization with regulators, auditors, legal counsel, and external stakeholders.
Advanced analytical, quantitative, reconciliation, and deductive-reasoning skills; ability to solve ambiguous, high-impact problems and make sound decisions in a dynamic environment.
Demonstrated leadership with diplomacy, resilience, adaptability, appropriate assertiveness, and a sustained record of developing high-performing leaders and teams.

Nice To Haves

Master’s degree in business administration, finance, accounting, economics, real estate, or a related discipline.
Prior experience as an SVP, head of servicing, or comparable executive within a large credit union, bank, mortgage servicer, or other highly regulated financial institution.
Advanced knowledge of credit union or retail banking operations and the member-owned financial services model.
Direct experience with NCUA, CFPB, state regulatory, GSE, agency, investor, or other mortgage-servicing examinations and requirements, as applicable.
Demonstrated leadership of digital borrower/member experience, servicing-platform implementation, omnichannel service, predictive analytics, AI governance, and responsible automation.
Experience leading mortgage fraud, OFAC/exclusionary-list screening, title-claim response, legal-document review, litigation support, and complex loss-mitigation functions.
Industry credentials such as Residential Certified Mortgage Servicer (RCMS), Certified Mortgage Banker (CMB), Certified Mortgage Compliance Professional (CMCP), Certified Regulatory Compliance Manager (CRCM), Certified Anti-Money Laundering Specialist (CAMS), or comparable credentials.
Familiarity with Navy Federal’s mission, products, services, policies, procedures, and commitment to serving members of the military community and their families.

Responsibilities

Set and execute the short- and long-term strategy, operating model, priorities, policies, and performance expectations for REL Servicing & Specialized Operations in alignment with Navy Federal’s mission, enterprise strategy, and member commitments.
Advise senior executive leadership on real estate servicing strategy, portfolio performance, member-impact trends, regulatory developments, risk exposure, and business-improvement opportunities.
Establish governance, decision rights, accountability, and operating cadence across a complex, multi-layered organization; hold leaders accountable for execution and sustainable performance.
Serve as an enterprise spokesperson and strategic partner, translating business complexity into recommendations, investment choices, and action plans.
Collaborate with executive colleagues on enterprise initiatives and REL strategies that improve member outcomes, operational resilience, and long-term business performance.
Direct end-to-end mortgage and home equity servicing operations to ensure accurate, timely, compliant, and empathetic service throughout the life of the loan.
Set service standards and key performance indicators for member experience, quality, timeliness, productivity, complaints, delinquency, cure performance, loss mitigation, and operational effectiveness.
Oversee performing and non-performing servicing activities, including account maintenance, payment and escrow processes, delinquency management, default servicing, loss mitigation, and member assistance, as applicable to the operating model.
Use member insights, complaint trends, quality findings, and portfolio analytics to identify root causes and prioritize improvements that reduce friction and strengthen trust.
Ensure servicing operations can scale efficiently while maintaining quality, control discipline, and a differentiated member experience.
Lead fraud prevention, detection, investigation support, and fraud loss recovery capabilities across Real Estate Lending; use data and analytics to identify anomalies, emerging schemes, and control vulnerabilities.
Provide executive oversight of Quality Services, quality assurance, monitoring, and issue-management programs; ensure findings lead to sustainable corrective action and measurable risk reduction.
Oversee legal-related reviews involving powers of attorney, living trusts, title matters, OFAC and exclusionary-list requirements, and other complex real estate lending documentation.
Direct legal and litigation response support for title claims and other real estate lending matters, including discovery, documentation, and deposition-witness coordination.
Maintain a high-trust operating partnership with Legal and serve as the primary business point of contact for complex originations, servicing, fraud, title, and litigation matters.
Ensure compliance with applicable federal and state laws, regulations, investor or agency requirements, NCUA and CFPB guidance, and Navy Federal policies governing mortgage and home equity servicing.
Lead the design, operation, monitoring, testing, and continuous improvement of first-line controls in partnership with Risk, Compliance, Legal, Internal Audit, and other control functions.
Maintain exam and audit readiness and oversee timely, durable remediation of regulatory, audit, quality, and control findings.
Ensure adherence to applicable requirements, including RESPA/Regulation X, TILA/Regulation Z, SCRA, ECOA, FCRA, FDCPA/Regulation F, Homeowners Protection Act, flood insurance requirements, BSA/AML, UDAAP, OFAC, privacy, fair lending, and state servicing laws.
Strengthen operational resilience through business continuity, incident response, third-party risk management, data protection, capacity planning, and service-recovery practices.
Manage key interactions with Internal Audit, external auditors, legal counsel, and NCUA and CFPB examiners.
Develop and execute a multi-year digital servicing transformation roadmap to modernize platforms, streamline workflows, expand member self-service, and improve end-to-end transparency.
Use advanced analytics, automation, artificial intelligence, and machine learning to improve efficiency, detect fraud and anomalies, anticipate member needs, strengthen quality, and support decisions.
Partner with Technology, Data, Cybersecurity, Risk, Compliance, and Legal to ensure responsible AI-enabled capabilities with appropriate governance, privacy, security, fairness, explainability, and human oversight.
Establish trusted data, near-real-time performance insights, and enterprise dashboards connecting operational activity to member, risk, quality, financial, and workforce outcomes.
Drive agile change management and adoption so technology investments translate into measurable business value.
Review operational effectiveness, market and servicing trends, portfolio performance, and capacity needs; identify opportunities to improve efficiency, quality, technology, and sustainable growth.
Oversee preparation and execution of the annual financial plan (AFP), budget, forecasts, productivity targets, vendor spend, and investment priorities in partnership with Financial Planning.
Evaluate return on investment, cost-to-serve, staffing capacity, service levels, and transformation benefits using rigorous financial and operational discipline.
Oversee vendor and third-party performance to ensure service, quality, control, resilience, and member-experience expectations are met.
Lead continuous improvement through data-driven problem solving, process redesign, simplification, and disciplined performance management.
Select, lead, coach, and develop a high-performing, multi-layered leadership team; build succession pipelines and bench strength for critical roles.
Create a culture of accountability, sound judgment, inclusion, learning, and member-centered execution; reinforce performance expectations and ethical decision-making.
Lead organizational transformation transparently and empathetically, helping teams adopt new operating models, technologies, skills, and ways of working.
Advance employee engagement, leadership development, knowledge transfer, workforce planning, and talent mobility across the division.
Manage performance and merit pay in accordance with established objectives, guidelines, and enterprise practices.
Perform other duties as assigned.