Senior Vice President, Servicing

Lafayette Federal Credit Union • Rockville, MD

15h • Hybrid

About The Position

Lafayette Federal Credit Union is seeking a Senior Vice President of Servicing who will provide strategic and operational leadership across the organization’s post-funding loan servicing platform, with a primary focus on loan servicing performance, investor relations, servicing compliance, vendor oversight, and scalable servicing infrastructure. This role will also require relevant knowledge of default prevention and asset recovery, including collections, loss mitigation, workouts, and recovery strategies, either through current oversight or prior operational leadership experience.

Reporting directly to the Chief Operating Officer, the SVP will be responsible for ensuring that servicing practices are efficient, compliant, borrower-focused, investor-aligned, and supportive of the organization’s long-term growth strategy. The ideal candidate will bring deep experience in the servicing space, strong investor-facing capabilities, and the judgment to oversee complex servicing, recovery, and performance issues in a highly regulated financial institution.

This is a hands-on executive leadership role with a growing financial institution that values precision, accountability, collaboration, and operational discipline.

Requirements

• Minimum of 10–15 years of progressive experience in loan servicing, investor reporting, servicing operations, capital markets support, or related financial services functions.
• At least 5 years in a senior leadership role within a financial institution, loan servicer, mortgage servicer, consumer finance company, credit union, bank, or similar regulated environment.
• 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; advanced degree or relevant certifications preferred.

Nice To Haves

• 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.
• Partner cross-functionally with lending, finance, compliance, legal, risk, technology, and operations to improve servicing performance and address emerging issues.
• Lead modernization efforts related to servicing systems, automation, vendor strategy, reporting capabilities, and process improvement.
• 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.
• Provide strategic oversight and subject matter guidance for default prevention, collections, workouts, loss mitigation, repossession, foreclosure coordination, charge-off management, and recovery activities.
• Ensure early intervention and loss mitigation strategies are proactive, compliant, data-driven, and aligned with the organization’s risk appetite.
• Establish governance expectations for delinquency management, recovery reporting, exception handling, and escalation of complex or sensitive cases.
• Partner with legal, compliance, risk, and lending leaders on high-risk servicing, collection, or recovery matters.
• Monitor delinquency, loss, and recovery trends to identify emerging risks and recommend appropriate operational or policy responses.
• Partner with the COO and executive leadership team to establish long-term priorities for servicing, investor operations, vendor oversight, and asset performance.
• Build, develop, and lead a high-performing management team with a culture of accountability, transparency, responsiveness, and continuous improvement.
• Strengthen policies, procedures, controls, and reporting routines to support sound governance and regulatory readiness.
• Represent the organization in investor-facing, vendor-facing, regulatory, audit, or executive discussions related to loan servicing, investor reporting, loan performance, or asset recovery.
• Provide clear, executive-level communication to senior leadership, committees, and other stakeholders on servicing performance, risks, opportunities, and strategic initiatives.

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: Executive
• Number of Employees: 1-10 employees