Vice President, Portfolio Servicing & Client Solutions

SAN FRANCISCO FEDERAL CREDIT UNION•San Francisco, CA

5d•$180,000 - $200,000•Onsite

About The Position

The Vice President (VP) of Portfolio Servicing & Client Solutions provides strategic and operational leadership for the credit union’s Real Estate, Consumer Lending, and Commercial Lending servicing functions. This role oversees the full lifecycle of loan servicing operations, ensuring exceptional member experience, operational excellence, and compliance with all State and Federal regulations. As a key leader, the VP drives continuous improvement, productivity, and risk‑mitigation initiatives across servicing teams, while fostering a high‑performance culture through effective coaching, development, and change leadership. The role partners closely with lending, compliance, risk, finance, and technology leaders to shape and execute servicing strategies that support loan portfolio health, sustainable growth, and organizational goals. Additionally, the VP provides leadership in the development and enhancement of servicing policies, workflows, and digital solutions. This leader actively monitors industry trends, regulatory changes, and economic conditions, using insights to recommend and implement proactive strategies that optimize operations, enhance member value, and maintain the safety and soundness of the overall loan portfolio.

Requirements

10+ years of progressively responsible experience in loan servicing or lending operations; 5+ years in leadership roles within a regulated financial institution.
Bachelor’s degree in business, Finance, or related field; advanced degree preferred or equivalent executive‑level experience.
Proven experience leading large, multi‑disciplinary servicing teams and managing enterprise‑level operational initiatives.
Comprehensive knowledge of federal and state lending and servicing regulations, including Reg Z, Reg B, ECOA, FACTA, FCRA, RESPA, TILA, HMDA, and SCRA.
Demonstrated ability to operationalize regulatory requirements into compliant processes and strong internal controls.
Strong proficiency with Microsoft Office and loan servicing technologies; experience with Correlation Keystone, MeridianLink, and Encompass is a plus.
Strong leadership skills with a track record of developing high‑performing teams and fostering a culture of accountability and service excellence.
Ability to oversee complex operations, prioritize resources, and manage multiple initiatives in a fast‑paced, regulated environment.
Skilled in organizational planning, change management, and continuous process improvement.
Excellent written and verbal communication skills, with the ability to convey complex information to executive leadership and cross‑functional partners.
Strong analytical and problem‑solving abilities, with experience evaluating operational risks and business impacts.
Effective project management skills and experience leading cross‑functional initiatives.
Exhibits sound judgment, integrity, and executive presence.
Strong interpersonal and relationship‑building skills to collaborate across all levels of the organization and with external partners.
Ability to represent the institution professionally in regulatory, audit, and stakeholder engagements

Nice To Haves

advanced degree preferred or equivalent executive‑level experience
experience with Correlation Keystone, MeridianLink, and Encompass is a plus

Responsibilities

Provides executive oversight of loan servicing operations for Real Estate, Consumer, and Commercial lending portfolios, ensuring efficient, compliant, and service‑oriented execution.
Develops, recommends, and implements servicing strategies, delivery channels, and support programs to enhance operational performance, member experience, and portfolio quality.
Partners with senior leaders across Lending, Risk, Finance, Operations, and Technology to assess and improve servicing capabilities, processes, systems, and vendor partnerships.
Leads the development, documentation, and ongoing refinement of servicing policies and procedures, ensuring alignment with regulatory requirements, internal controls, and industry best practices.
Oversees the creation and utilization of reporting tools and performance metrics to monitor productivity, service levels, and operational effectiveness.
Drives continuous process improvements, workflow enhancements, and technology‑enabled efficiencies across all servicing functions.
Ensures all servicing activities adhere to applicable federal and state regulations, investor/insurer requirements, and internal policy standards.
Directs quality assurance reviews and internal audits of servicing operations, ensuring timely remediation of findings and strengthening of controls.
Collaborates with Compliance and Risk Management to identify emerging risks, regulatory trends, and portfolio issues, implementing appropriate mitigation strategies.
Represents Loan Servicing in regulatory examinations, internal audits, and enterprise compliance initiatives.
Provides leadership, coaching, and development to servicing teams, fostering a high‑performance, accountable, and member‑focused culture.
Establishes and monitors service level standards, productivity expectations, and performance metrics for all direct reports.
Identifies talent needs, develops team capabilities, and ensures effective succession planning within the Loan Servicing function.
Works closely with internal partners to ensure consistent servicing delivery across all channels and alignment with lending policies, product requirements, and organizational objectives.
Evaluates and recommends third‑party vendors, technology platforms, and service providers to support servicing strategy and operational needs.
Maintains awareness of industry developments, regulatory changes, and competitive trends impacting loan servicing practices.
Performs other related duties and responsibilities as required to support organizational priorities and strategic goals.