Job Summary The Director, Mortgage Subservicing provides strategic leadership and oversight for UFCU's mortgage subservicing function, ensuring operational excellence, regulatory compliance, investor expectations, and an exceptional member experience. This role serves as the primary executive responsible for overseeing UFCU's third-party mortgage subservicer while partnering across the organization to continuously strengthen servicing operations.
Working collaboratively with executive leadership, this position also helps shape the long-term vision for UFCU's mortgage servicing strategy by evaluating future capabilities, operating models, technology, and organizational readiness. The role is expected to develop the strategic roadmap and organizational framework to support the potential evolution of mortgage servicing from a third-party subservicing model to an in-house servicing operation as the credit union grows
Essential Functions Strategic Leadership & Functional Governance
- Provide strategic leadership and oversight for UFCU's mortgage subservicing function by establishing the vision, priorities, governance framework, and long-term direction.
- Develop and execute strategies aligned with UFCU's strategic objectives and member experience.
- Translate strategic priorities into operational plans through leaders and cross-functional partnerships.
- Champion operational excellence through process optimization, technology enablement, automation, and scalable business practices.
- Partner with executive leadership to develop the long-term strategy and implementation roadmap for UFCU's mortgage servicing function, including evaluating future operating models, technology, organizational capabilities, and the potential transition to an in-house servicing model.
Vendor Governance & Strategic Partnerships
- Serve as executive relationship owner for UFCU's third-party mortgage subservicer.
- Establish governance routines, service level expectations, KPIs, and performance standards.
- Lead executive business reviews covering performance, compliance, risk, and strategic initiatives.
- Oversee contract administration, third-party risk, SOC reports, business continuity, and insurance requirements.
- Partner with internal stakeholders to implement regulatory, investor, operational, and technology changes.
Mortgage Servicing Strategy & Portfolio Performance
- Provide strategic oversight of servicing operations, investor reporting, escrow administration, delinquency, loss mitigation, foreclosure, bankruptcy, and REO.
- Monitor portfolio trends and implement strategies that improve operational performance and member outcomes.
- Ensure compliance with investor guidelines and applicable regulations.
- Drive initiatives that improve servicing quality, efficiency, and scalability.
Technology, Compliance & Risk Management
- Partner with Technology and the subservicer to optimize servicing technology, automation, and digital capabilities.
- Provide strategic oversight of servicing platforms and supporting technologies.
- Partner with Compliance, Enterprise Risk, Internal Audit, and Legal to ensure regulatory compliance and sound risk management.
- Oversee operational and vendor-related risks.
Financial Stewardship & Business Performance
- Establish executive dashboards and performance reporting.
- Present strategic recommendations to executive leadership.
- Oversee vendor performance, contract administration, servicing expenses, and budget planning.
- Support long-term strategic planning and forecasting.
Leadership & Organizational Partnership
- Lead, coach, and develop leaders and team members.
- Build collaborative partnerships across Mortgage, Finance, Risk, Compliance, Legal, Technology, and Operations.
- Champion organizational change initiatives.
- Represent the function in executive leadership meetings and governance committees.
Knowledge / Skills / Abilities - Comprehensive knowledge of mortgage servicing, subservicing, investor requirements, and portfolio management.
- Knowledge of CFPB, RESPA, TILA, FCRA, FDCPA, Fair Lending, NCUA guidance, and investor servicing requirements.
- Knowledge of enterprise mortgage servicing platforms, workflow automation, and operational analytics.
- Strong understanding of vendor governance, third-party risk management, and service level management.
- Knowledge of mortgage servicing operating models, including in-house servicing and third-party subservicing environments.
- Strong strategic leadership, business, financial, analytical, communication, negotiation, and executive relationship management skills.
Competencies - Business & Financial Acumen
- Collaboration & Influence
Minimum Requirements Education
- Bachelor's degree in Business Administration, Finance, Accounting, Mortgage Banking, or a related field; or an equivalent combination of education and progressively responsible mortgage servicing leadership experience.
Experience
- Ten (10) years of progressive leadership experience in mortgage servicing, mortgage subservicing, banking, credit union, or financial services environments.
- Five (5) or more years of leadership experience leading managers, multiple functional areas, or large operational teams.
- Progressive leadership experience in mortgage servicing and mortgage subservicing, including oversight of third-party servicing relationships, operational performance, regulatory compliance, investor requirements, and vendor governance.
- Experience utilizing ICE MSP (formerly Black Knight MSP) or a comparable enterprise mortgage servicing platform.
- Experience servicing portfolios for Fannie Mae, Freddie Mac, Ginnie Mae, FHA/HUD, VA, and USDA.
- Experience leading cross-functional initiatives involving Mortgage, Finance, Risk, Compliance, Technology, and Operations.
- Experience supporting regulatory examinations, internal audits, and enterprise risk management initiatives.
Preferred Requirements - Master's degree in Business Administration (MBA), Finance, Mortgage Banking, or a related field.
- Certified Mortgage Banker (CMB) designation or similar certification.
- Experience within a credit union environment.
- Experience designing, implementing, or transforming mortgage servicing operating models, including the evaluation or implementation of in-house servicing capabilities.
- Experience leading servicing technology, automation, or digital transformation initiatives.
- Lean Six Sigma, PMP, or similar certification.
- Experience presenting to executive leadership, governance committees, or Boards.
Physical Demands The physical demands described are representative of those that must be met by an employee, with or without accommodation, in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Frequent
- While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
- Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.
- Employee will make extensive use of the telephone and virtual communications platforms requiring the ability to effectively and accurately explain complex information.
Work EnvironmentThe work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.
- This position is required to frequently work at UFCU Plaza in Austin, Texas.
- This position may involve periodic stressful conditions.
- May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.
- May occasionally move from one work location/branch to another.
- Public contact position, requiring appropriate professional appearance.
- Frequent computer use at a workstation of up to two hours at a time.
- The noise level in the work environment is usually moderate.
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