Servicing and Operations Manager

Self-Help•Durham, NC

About The Position

Self-Help is seeking a Servicing and Operations Manager to join its Durham, North Carolina team. The role manages the full servicing lifecycle of consumer and mortgage loans in the portfolio, from acquisition through liquidation, and oversees servicing, loss mitigation, default management, quality control, document management, compliance, and staff development. The manager works with internal teams and external parties—including GSEs, sub-servicers, custodians, lenders, and vendors—to ensure sound portfolio performance, accurate reporting, regulatory compliance, and effective risk management. Self-Help is an organization founded in 1980 to address economic inequality and expand ownership and economic opportunity, particularly in communities that have faced systemic barriers to building wealth. Its work includes providing fair and affordable loans and advocating for changes to unjust policies. The role calls for commitment to this mission and to Self-Help’s core values.

Requirements

Bachelor’s degree or equivalent related experience.
Seven years of experience in compliance, finance, loan operations, loan servicing, and/or loss mitigation.
Leadership skills and demonstrated ability to lead, motivate, and supervise employees while working hands-on as a manager.
Strong commitment to Self-Help’s mission of creating economic opportunity for traditionally underserved communities.
Deep knowledge of the mortgage industry, lending principles, and products.
Ability to build and maintain productive relationships across the organization and with servicing and vendor partners across multiple U.S. locations.
Ability to collaborate with management on a Secondary Market leadership vision and strategies for implementation.
Keen attention to detail and strong problem-solving skills.
Ability to hire, develop, and supervise staff.
Willingness and ability to learn new asset classes and servicing strategies and engage with the portfolio at the loan level as needed.
Strong written and verbal communication skills, including the ability to present information effectively.
Proficiency with Microsoft Outlook, Word, PowerPoint, and Office 365; advanced Excel skills and ability to learn other data systems quickly.
Familiarity with loan servicing systems.
Ability and willingness to work overtime as needed.
Ability to demonstrate Self-Help’s core values: Mission Before Self; Service With Excellence; Embracing & Promoting Change; Results Not Credit; Diversity as a Strength; and Financial Sustainability for Mission Impact.

Responsibilities

Manage servicing of consumer and mortgage loans throughout the portfolio lifecycle, from acquisition through liquidation.
Maintain knowledge of GSE policies, requirements, and guidelines, and ensure GSE sub-servicers meet applicable GSE Guide requirements.
Monitor whole-loan sub-servicers for compliance with Self-Help requirements.
Respond to requests from GSEs, vendors, sub-servicers, and other third parties, and coordinate resolution of loan or portfolio issues.
Assess portfolio performance, risk, loss mitigation, and default management, and recommend strategic improvements.
Coordinate with staff and the Systems and Reporting work group to ensure accurate and timely servicing reports.
Manage servicing reviews for prospective purchases, including reviews of policies, procedures, system controls, and transactional reports.
Manage loss mitigation activities, including developing and implementing strategies, policies, and processes to support borrower success and mitigate losses.
Manage default servicing operations and develop and implement policies and procedures to mitigate losses related to repossession, consumer loan charge-off, foreclosure, deed-in-lieu, short sales, and property disposition.
Monitor loan-level milestones to support timely progression and minimize losses.
Monitor industry standards for compliance and best practices.
Oversee the Team’s Quality Control program, including reviews and analysis to identify loans with repurchase or credit-risk potential.
Maintain cooperative relationships with QC third-party partners, including GSEs, lenders, and vendors.
Manage due diligence of underwriting quality, data validation, and collateral assessment, and ensure QC requirements are clear and achieved.
Analyze lending product terms for origination risk and operational feasibility.
Oversee document management for assets acquired by the Secondary Market Team, including the document custody program and third-party custodians.
Ensure custodian audits are completed accurately and on time and collateral files contain required documents, including an executed Note, recorded Mortgage or Deed of Trust, and Final Title Policy.
Ensure documents are accurately endorsed and assigned, and monitor industry and GSE requirements for document management compliance.
Manage annual internal and external sub-servicer audits, create and monitor remediation plans for defects, and address regulatory risk and compliance with GSE and Self-Help requirements.
Manage vendor reviews and onboarding with Process Unity and Self-Help’s Vendor Management Team.
Ensure compliance with GSE guidelines and applicable laws for servicing, loss mitigation, and charge-off.
Ensure Secondary Market purchase and QC activities comply with regulatory and organizational requirements, and oversee maintenance of QC policies, procedures, and underwriting guidelines.
Manage and develop direct reports through guidance, feedback, coaching, and development support.
Set individual performance and development goals with direct reports, track progress, and conduct mid-year and annual reviews.