Manager, Mortgage Loan Servicing

The primary function of this position is to assist Community Credit Union of Florida in living out our Mission, “Always improve the financial well-being of our members and make a positive difference in the communities we serve.” One of the primary means to achieve this mission is to develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership, while ensuring that outstanding service is delivered to both internal and external members and stakeholders.

The Manager, Mortgage Loan Servicing, is responsible for leading the servicing team, maintaining regulatory compliance, optimizing operational efficiency, and delivering exceptional member experience. The manager serves as the primary point of escalation for servicing issues and plays a key role in developing staff, improving processes, and supporting organizational goals.

Community Credit Union of Florida is an equal opportunity employer (EEO) that supports a drug-free workplace.

ESSENTIAL DUTIES

The Manager Mortgage Loan Servicing will oversee the daily operations of the mortgage servicing team, ensuring efficiency. This role requires a strong leader with extensive knowledge of compliant mortgage lending, excellent organizational skills, and the ability to manage the team effectively.

Leadership & Team Management

• Provide daily leadership, coaching, and performance management for the mortgage servicing team.
• Recruit, train, and develop staff to ensure strong job knowledge, accuracy, and service quality.
• Conduct regular one-on-one meetings, performance evaluations, and ongoing skills development.
• Foster a culture of accountability, professionalism, and continuous improvement.

Mortgage Servicing Operations

• Oversee all servicing activities, including payment processing, escrow administration, payoff requests, lien releases, and force-placed insurance.
• Ensure timely and accurate completion of high-risk tasks such as tax disbursements, insurance monitoring, MI premium processing, and satisfaction recording.
• Monitor daily workflows to ensure service levels, accuracy standards, and regulatory timelines are met.
• Resolve complex member issues and escalations with professionalism and sound judgment.

Compliance & Risk Management

• Ensure servicing operations comply with federal and state regulations, agency guidelines, and internal policies.
• Maintain strong internal controls to mitigate financial, operational, and regulatory risk.
• Partner with Compliance, Accounting, Underwriting, and Risk teams to address findings and implement corrective actions.
• Stay current on regulatory changes affecting mortgage servicing and update procedures accordingly.
• Follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.

Process Improvement & Quality Control

• Evaluate existing processes and identify opportunities to improve efficiency, accuracy, and member experience.
• Develop, update, and maintain clear and compliant Standard Operating Procedures (SOPs) and job aids.
• Implement quality control measures to monitor accuracy and reduce recurring errors.
• Lead or support servicing-related projects, system enhancements, and cross-department initiatives.

Member Experience & Communication

• Ensure all member interactions are handled with professionalism, accuracy, and empathy.
• Provide guidance to staff on complex account inquiries, payment disputes, escrow questions, and regulatory notices.
• Collaborate with internal partners, including Originations, Collections, Branches, and Executive Leadership, to support seamless member service.

Reporting & Performance Monitoring

• Prepare and analyze servicing reports, including escrow, payoff, and operational performance metrics.
• Track team productivity, accuracy, and service levels to ensure departmental goals are met.
• Present servicing updates and performance trends to leadership as required.

Performs all other duties as assigned and works on special projects as assigned.

POSITION REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• Associate degree; and/or five (5) to eight (8) or more years of related experience and/or training; or the equivalent combination of education and experience. Work-related experience should consist of financial institution sales and mortgage lending with exceptional customer service. Two years in a supervisory or management role.
• Possesses a working knowledge of financial statements, tax returns, and other relevant loan documents, including the ability to analyze and calculate income for complex self-employment scenarios.
• Expert knowledge of lending-related state and federal compliance regulations, credit union policies, procedures, products, and services.
• Strong leadership and team management skills with the ability to influence, effectively collaborate, and coordinate sales and servicing activities with a variety of team members and business partners. Ability to create and implement solutions; use independent and discretionary judgment; organize information quickly and efficiently; research and analyze new and existing program concepts.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Experience with mortgage servicing platforms (e.g., FICS/Mortgage Servicer, Symitar, Encompass, or similar), and technology, including regular computer operation, word processing, and spreadsheet software programs (e.g., Microsoft Word and Excel, etc.), and typing skills to meet the production needs of the position.
• Exceptional oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, interpret documents, understand procedures, write reports and correspondence, and speak clearly to members and employees.
• Effective organizational and time management skills, with the ability to multitask and the ability to provide leadership, supervision, and training using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills. Ability to work with limited supervision and inspection of work while performing duties, and being a strong team player.
• Ability to handle complex problems requiring analysis of data, weighing outcomes of decisions.
• Current Florida driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

The incumbent must be able to perform this position safely, without endangering the health or safety of the individual or others.