AVP Mortgage Servicing Operations (7 Servicing)

Please note this is a hybrid-remote position and will require the selected candidate to work on-site at our Northshore office (2077 Town Center Blvd Knoxville, TN 37922) 2-3 days per week.

The deadline to apply for this opportunity is October 26, 2025

Role: The AVP Mortgage Servicing Operations is responsible for the daily oversight of the servicing portfolio and operations staff, including the development of processes and procedures. The role includes team management and leadership activities including working closely with the business unit leaders to ensure cross-functional alignment with the overall business objectives. The AVP will serve as a leader and contributor in the areas of Member Support, Escrow, System Administration, Loan Boarding, Documents/Collateral, and Statements/Payments.

Essential Functions & Responsibilities:

• Spearheads a proactive and positive servicing culture in the operations team. Ensures investor SLA's and procedures are met in all member facing interactions including inbound calls/emails, payoff requests, lien releases, escrow analysis, statements, loan boarding, etc. Develops and enforces an organized structure to daily activities. Ensures staff development, recruiting, and training meet and exceed compliance and service metrics. Collaborates on best practices and efficiency gains within the operations arena.
• Responsible for the architecture and oversight of the loan servicing system to include multiple vendor integrations. Leads the organization to be progressive and proactive in its technology offerings, always looking for efficiencies and areas of improvement.
• Responsible for all member communications to include statements, escrow analysis, notices, letters, forms, and member facing portal. Ensures all communication is within brand guidelines and meets all regulatory and investor requirements.
• Manages the retention and organization of all documents to include member communications and collateral files. Ensures retention schedules of investors are followed.
• Assists with internal and external audits, as required, to ensure all guidelines are met. Oversees the QC Control and Assurance program of the servicing company to ensure all investor guidelines and regulations are met and reported on properly.
• Performs other job-related duties or projects as required.

Experience: Seven years or more of mortgage and/or financial services experience required. Five years of leadership in a financial institution required. Five years of mortgage servicing investor reporting to include GSE required.

Education: Bachelor's degree in business administration, finance, accounting, or an equivalent combination of education, training, work-related experience and/or military experience, required.

Other skills required:

• Proficiency in Black Knight MSP servicing system
• Proficiency in Fannie Mae procedures, systems and reporting requirements
• Proficiency in Microsoft Office Suite, to include Word, Excel and PowerPoint
• Proficiency in Google Workspace
• Excellent organizational and analytical skills
• Ability to communicate clearly and professionally with all levels of an organization
• Excellent written and verbal communication skills, including business writing ability
• Excellent time management skills and accustomed to working with deadlines
• Strong customer service orientation required
• Must possess attention to detail and the ability to perform basic math skills

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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