Mortgage Servicing Manager

JOB TITLE: Mortgage Servicing Manager

Functional Area: Mortgage Department    

Department: Mortgage Department

FLSA Status: Exempt

Seattle Credit Union is proud to be intentional in recruiting, hiring, and promoting a workplace that is inclusive. We are an Equal Opportunity/Affirmative Action Employer that celebrates our collective differences and encourages all to apply, including those with different background, disability, age, ethnicity, race, religion, gender identity, sexual orientation, national origin, or veteran status protected by applicable federal, state, or local law. 

ABOUT THE ROLE:

Seattle Credit Union is dedicated to helping our members achieve financial prosperity by providing education and banking services that meet their personal goals. We are Inclusive, Inventive and Invested. We are Seattle Credit Union - we build strong and trusting relationships in service of our Mission.

We are looking for a Mortgage Loan Servicing Manager who is driven to make a positive impact on the employee and member experience. You are a strategic thinker with a bias for action. You have a relentless pursuit of excellence while bringing others along. You do not settle for mediocrity and are comfortable with challenging the status quo. If you’re always looking for more efficient and innovative ways of working, are thoughtful, intentional, and collaborative, we would love to talk to you!

The Mortgage Loan Servicing Manager will oversee the loan servicing team and is responsible for ensuring the accuracy of loan records, processing payments, managing escrow accounts, and ensuring compliance with regulatory requirements. The Manager will have a deep understanding of mortgage loan servicing processes, experience in managing a team, and a commitment to excellent member service. This is an exciting opportunity to bring forth new ideas and see those ideas come to life!

WHAT YOU WILL DO:

• Create an engaging and inclusive work environment with both internal and external stakeholders.
• Establishes and maintains collaborative relationships with all levels of teammates across the organization.
• Demonstrates decisiveness, integrity, flexibility, and critical thinking that advances team, department, and organizational success.
• Provide coaching and development to the loan servicing team in alignment with the organizational mission and values.
• Manage workload distribution and prioritize tasks to meet deadlines and maintain service level standards with the ability to adjust priorities when needed.
• Promote a culture of continuous improvement, offering guidance and support to team members to enhance their skills and performance.
• Oversee the end-to-end mortgage loan servicing process, including payment processing, escrow management, and tax and insurance administration.
• Ensure timely and accurate posting of loan payments and effective management of borrower accounts.
• Conduct regular reviews of loan accounts to ensure compliance with company policies and regulatory requirements.
• Address and resolve complex servicing issues, handling escalations as needed.
• Ensure compliance with federal and state regulations, such as RESPA, TILA, and CFPB guidelines.
• Stay current on mortgage servicing industry standards and regulatory changes, implementing updates to procedures and training as necessary.
• Develop and implement quality control practices to minimize errors and enhance service quality.
• Partners with other members of the management team to ensure member inquiries are provided solutions in order to maintain high outcomes of member satisfaction.
• Work closely with others throughout the department, such as loan origination and underwriting, to ensure a seamless member experience.
• Communicate with external partners, such as insurance companies and tax authorities, to manage escrow disbursements and related activities.
• Prepare regular reports on loan servicing metrics, including delinquency rates, escrow balances, and portfolio performance.
• Analyze loan servicing data to identify trends, potential risks, and areas for operational improvement.
• Present findings and recommendations to senior management to support strategic decision-making.
• Demonstrates commitment to SCU Values.
• Maintain regular and punctual attendance.
• Other duties as assigned.

WHAT YOU WILL BRING:

Basic Qualifications:

• Two (2) years’ college or equivalent practical experience.
• Five (5)+ years of experience in mortgage loan servicing.
• Three (3)+ years of coaching and leading others/ as a people manager.
• Experience with digital servicing platforms or initiatives, such as paperless environments or eClosing solutions.
• Strong knowledge of mortgage servicing regulations, escrow management, and loan servicing software.
• Proficiency with Microsoft Office applications (Outlook, Word, Excel, PowerPoint, Visio).
• Excellent leadership, organizational, and problem-solving skills.
• Exceptional attention to detail and a high degree of accuracy in data management.
• Strong member service orientation and ability to handle sensitive member issues with professionalism.

Preferred Qualifications:

• Bachelors’ degree.
• Financial Institution background.
• Familiarity with loan modification and foreclosure processes.
• Demonstrated success in process improvement and operational efficiency.

Working Conditions:

• This is a hybrid role with work performed remotely as well as in an office and/or branch environment in the Greater Seattle area of Washington State.
• Team members may attend special off-hour meetings and seminars.
• The nature of work may include prolonged periods sitting at a desk and working on a computer.

Benefits:

Seattle Credit Union supports and invests in our employees. We offer many great benefits, including low-cost medical contributions and zero contributions for dental and vision plans. Additionally, SCU offers a generous paid time off program and a 401k plan with a dollar-for-dollar employer match up to 5%.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.