Residential Mortgage & Consumer Loan Servicing Manager
CLASSIFICATION: Non-exempt
REPORTS TO: Director of Loan Operations
JOB DESCRIPTION
Summary/Objective
The Residential Mortgage & Consumer Loan Servicing Manager is responsible for leading the development, execution, and maintenance of the organization’s Loan Servicing functions for consumer and residential mortgage loan portfolios. The role ensures compliance with federal and state laws, agency/GSE requirements, investor guidelines, client requirements, and internal credit policies and guidelines.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Oversee loan servicing activities for consumer and mortgage portfolios, including document tracking, investor reporting, loan balancing, payoff processing, escrow administration, and record retention.
- Recruit, train, coach, and motivate a high?performing servicing team.
- Conduct performance appraisals, career development planning, and succession readiness.
- Design and implement strategies to embed a customer-first mindset across the servicing team—promoting empathy, responsiveness, and transparency in all borrower interactions.
- Partner with internal stakeholders (Sales, Collections, Compliance, Technology) to streamline hand-offs, feedback loops, and service standards that exceed customer expectations.
- Anticipate volume growth from new delivery channels and product launches; lead system implementations and enhancements.
- Maintain awareness of industry trends, emerging technologies, and competitor offerings to recommend service enhancements.
- Develop and update servicing procedure manuals covering Fannie Mae, Freddie Mac, FHA, VA, RD, and other investor requirements.
- Collaborate with the Corporate Compliance Office to draft notices, disclosures, training modules, and monitoring tools; ensure adherence to regulatory and audit standards.
- Serve as department liaison on bank committees, regulatory exams, and internal audits.
- Chair or participate in cross?functional project teams for system conversions, new application roll?outs, and operational initiatives.
- Manage external vendor relationships—evaluate performance, coordinate alternatives analysis, and oversee contractual/service?level reporting.
Other Duties
- Attend relevant conferences, seminars, and workshops.
- Perform additional tasks as assigned.
Skills/Abilities
- High degree of professional ethics and integrity
- Proven management experience to effectively lead staff
- Strong organizational and detail-oriented abilities
- Excellent verbal and written communication skills
- Ability to multi-task, prioritize, and work independently
- Proficient in learning and applying audit and other systems quickly
- Teamwork-oriented with excellent problem-solving skills
Supervisory Responsibility
This position has supervisory responsibilities.
Work Environment
This job operates in an office setting, the opportunity to telework is not available. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Office environment with job duties conducted via telephone, face to face meetings, and on the computer.
Physical Demands
This position requires manual dexterity, the ability to lift files and open cabinets. This position requires bending, stooping or standing as necessary.
Travel
Travel is required for this position.
Education and Experience
- Bachelor’s Degree and/or equivalent experience. RCMS certification preferred.
- Must have five to seven years managing loan servicing functions with strong knowledge of mortgage originations, Fannie Mae, Freddie Mac, FHA, VA, and RD requirements.
- Five to seven years of management/supervisory experience required. Strong interpersonal and organizational skills.
- Demonstrated ability to solve complex problems. Strong knowledge of banking systems/deposit operations and balancing procedures.
Equal Employment Opportunity/M/F/disability/protected veteran status
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
This employer is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Equal employment opportunity, including veterans and individuals with disabilities.
