Senior Vice President, Servicing Administration

Lafayette Federal Credit Union • Rockville, MD

8d • $190,000 - $260,000 • Hybrid

About The Position

Lafayette Federal Credit Union is seeking a Senior Vice President of Servicing Administration to play a key leadership role in setting the vision, developing policy, and driving performance for all loan servicing operations. The SVP ensures that servicing practices are efficient, compliant, borrower-focused, and aligned with institutional goals, while also preserving asset quality and supporting investor confidence. The SVP should be experienced servicing and managing others handling Consumer loans, including Credit Cards, Automobile, Boats, Recreational Vehicles, and Unsecured Home Improvement loans, in addition to Residential Mortgages and Home Equity Lines and Loans. This role is accountable for leading through influence, strengthening vendor partnerships, and positioning the organization for scalable, long-term success.

Requirements

• Minimum 10 to 15 years of progressive experience in similar roles, including 5+ years in a senior leadership role, ideally within a financial institution with $2B+ in assets
• Deep understanding of consumer and/or mortgage loan servicing practices, default management, and regulatory compliance (FDCPA, RESPA, FCRA, etc.). Familiarity with servicing systems and related technologies.
• Strong preference for candidates with direct experience in the servicing space and investor relations, including investor reporting, remittance, audit response, sub-servicer oversight, and servicing performance management.
• Relevant knowledge of default prevention and asset recovery, including collections, workouts, loss mitigation, charge-offs, recovery strategy, and related compliance requirements.
• Deep understanding of consumer and/or mortgage loan servicing practices, servicing systems, vendor management, regulatory compliance, and operational controls.
• Familiarity with applicable servicing and collections regulations, which may include FDCPA, RESPA, FCRA, UDAAP, bankruptcy, foreclosure, repossession, and related state and federal requirements.
• Proven ability to communicate effectively with investors, executive leadership, boards, regulators, auditors, vendors, and cross-functional business partners.
• Strong analytical, problem-solving, organizational, and leadership skills, with the ability to manage complexity and drive disciplined execution.
• Bachelor’s degree in Business Administration, Finance, Accounting, Operations, or a related field required

Nice To Haves

• Legal background is a plus
• advanced degree or relevant certifications preferred

Responsibilities

• Set and lead the strategic direction for all post-funding loan servicing functions, ensuring operational excellence, regulatory compliance, service quality, and borrower satisfaction.
• Provide executive oversight of internal servicing operations and third-party sub-servicers, with a focus on performance management, service-level adherence, contract compliance, and long-term value.
• Establish servicing standards, performance metrics, quality controls, and reporting structures to support consistency, accountability, and scalability.
• Oversee servicing workflows, onboarding processes, payment processing, escrow administration, member communications, complaint resolution, and related operational controls.
• Serve as the senior executive point of contact for loan investors, sub-servicing partners, capital markets partners, and other external stakeholders related to servicing performance.
• Ensure accurate, timely, and compliant investor reporting, remittance, reconciliation, audit response, and servicing-related communication.
• Support investor confidence by maintaining strong servicing controls, clear reporting, proactive issue resolution, and transparent performance updates.
• Lead or support periodic investor briefings, audits, reviews, and strategic discussions related to loan performance, servicing quality, portfolio trends, and servicing outlook.
• Ensure servicing practices align with investor expectations, contractual obligations, securitization requirements, and the institution’s broader funding and liquidity strategy.
• Lead the organization's approach to minimizing delinquencies and losses through proactive, data-driven strategies.
• Set policy and provide governance for collections, workouts, and recovery programs across product lines.
• Ensure early intervention protocols are scalable, compliant, and aligned with enterprise risk appetite.
• Oversee high-level resolution of complex or sensitive recovery cases, in coordination with legal and compliance leaders.
• Serve as the senior executive point of contact for loan investors and capital markets partners.
• Ensure accurate and timely investor reporting, remittance, and compliance with servicing and securitization requirements.
• Lead periodic investor briefings, audits, and strategic discussions related to loan performance and servicing outlook.
• Align servicing and recovery practices with investor expectations and long-term funding strategy.
• Partner with the COO and executive leadership to set long-term strategy and priorities for servicing, recovery, and investor operations.
• Build and lead a high-performance management team with a culture of accountability, transparency, and operational excellence.
• Identify opportunities to modernize servicing operations through technology, vendor strategy, and policy enhancements.
• Represent the organization in regulatory or investor-facing engagements related to loan performance, servicing practices, or asset recovery.

Benefits

• Employer paid (99.9%) health insurance premium for single and family coverage (HMO Plan)
• Fully funded deductible (HMO Plan)
• 401k employer matching contribution
• Income protection with life insurance, short and long-term disability
• Paid time off, holiday leave & birthday leave
• Educational assistance
• Commuter benefits program

What This Job Offers

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