Supervisor, Mortgage Lending

Nutmeg State Financial Credit Union • Rocky Hill, CT

6d

About The Position

The primary purpose of this position is to lead and oversee mortgage loan servicing operations while developing a high-performing team that ensures accuracy, compliance and an exceptional member experience.

Requirements

• A minimum of 2 years in a supervisory or team lead role overseeing day-to-day operations and managing teams in a banking or lending environment.
• Knowledge of mortgage loan servicing process, including payments, escrow, payoffs, and loan maintenance required.
• Must be skilled in process oversight, quality control, and issue resolution.
• Ability to lead and hold a team accountable to defined outcomes.
• Ability to identify discrepancies, troubleshoot complex servicing issues, and implement corrective actions.
• Must be skilled in data-driven decision-making and operational problem solving.
• Must be able to communicate with team members and members in a clear and empathetic manner.

Nice To Haves

• Associate’s or Bachelor's degree in a related field preferred.

Responsibilities

• Lead, Manage, and Promote Accountability: Guide, inspire, and align your team with Nutmeg’s vision by setting a clear direction, aligning resources, and fostering a culture of accountability and trust. Organize people (People, Right Seats), process, and resources to achieve measurable results. Track performance, facilitate team meetings, and address issues promptly to maintain traction towards goals. Own and deliver on roles, responsibilities, and measurable outcomes that support Nutmeg’s vision. Provide clarity and coaching to address performance issues timely. Employ data-driven standards whenever possible. Foster a culture where teammates take ownership of their contributions, report progress, and resolve issues collaboratively.
• Loan Maintenance & Accuracy: Oversee payment processing, payoffs, escrow activity, and loan maintenance. Ensure accurate posting, account updates, insurance tracking, and financial adjustments. Verify documentation quality and correct system-of-record entries. Resolve discrepancies and troubleshoot issues.
• Administer Loan Systems: Manage user access, permissions, and system configurations. Support system updates, testing, and troubleshooting. Coordinate with relevant business lines and vendors on system enhancements. Maintain loan-related workflows to support accuracy.
• Member Experience & Issue Resolution: Handle escalations related to loan servicing inquiries. Ensure timely, clear, and empathetic member communication. Resolve complex servicing issues and coordinate with other departments as needed. Identify service gaps and recommend process improvements.
• Compliance with Regulations, Laws, & Lending Policy: Ensure adherence to loan servicing regulations and internal controls. Maintain compliance with documentation, notices, and timing requirements. Support audit readiness and implement corrective action. Reinforce proper procedures for servicing, maintenance, and reporting.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree