The Loan Servicing Manager is responsible for leading and overseeing all Loan Servicing operations. Ensures accurate and compliant servicing from loan boarding through payoff, including payment processing, escrow administration, collateral management, investor reporting, account maintenance, and regulatory compliance. Responsible for operational efficiency, risk management, audit readiness, vendor oversight, business continuity planning, and delivering an exceptional member experience. Provides leadership, coaching, and development to Loan Servicing staff while driving strategic initiatives and continuous process improvement.
The starting salary range for a new hire in this role is $83-$88k. The wage/salary offered to a successful candidate will be dependent on several qualifying factors, including but not limited to: years of relevant experience, years of industry experience, education, etc.
This position is HYBRID, with 4-5 days per week required at our corporate headquarters in Basking Ridge, NJ.ESSENTIAL DUTIES AND RESPONSIBILITIES- Oversees all servicing activities throughout the loan lifecycle, ensuring accuracy, efficiency, and compliance.
- Develops and presents servicing performance reports, KPI metrics, risk indicators, and operational trends to senior management.
- Oversees the resolution of complex servicing issues, member complaints, executive escalations, and regulatory inquiries in a timely and professional manner.
- Establishes and maintains quality control processes and internal controls to ensure servicing accuracy and mitigate operational risk.
- Monitors servicing exceptions and implements corrective action plans as needed.
- Special Projects and Assignments
- Completion of all departmental strategic initiatives and business prioritieswithin the Loan Servicing department.
- Maintains and updates the Loan Servicing Business Continuity Plan.
- Represents Affinity at meetings with vendors and/or service providers.
- Leads servicing-related system enhancements, conversions, testing efforts, and technology implementations.
- Regulatory Compliance
- Ensures compliance with applicable federal and state regulations, including but not limited to RESPA, TILA, FCRA, ECOA, SCRA, Regulation X, Regulation Z, and applicable investor requirements.
- Coordinates and responds to internal audits, external audits, regulatory examinations, and compliance reviews.
MANAGEMENT RESPONSIBILITIES- Leads, develops, and manages the Loan Servicing team through effective coaching, mentoring, and performance management.
- Establishes department goals, performance standards, and service expectations.
- Oversees workforce planning, staffing, training, and succession planning.
- Ensures adequate cross-training and operational coverage across servicing functions.
- Manages employee relations issues in accordance with Credit Union policies and procedures.
- Establishes departmental service standards and operational objectives while ensuring a balance between regulatory compliance, operational efficiency, and member experience.
- All other duties as assigned.
EDUCATION and/or EXPERIENCE REQUIREMENTS- Minimum of five (5) years' experience in loan servicing, operations, or related lending functions at a financial institution, including at least three (3) years in a leadership/supervisory role.
MINIMUM QUALIFICATIONS- Comprehensive knowledge of consumer, mortgage, home equity, and commercial loan servicing practices.
- Experience supporting internal audits, external audits, regulatory examinations, and remediation efforts.
- Working knowledge of applicable federal and state lending and servicing regulations.
- Experience with core processing systems and loan servicing platforms (Fiserv DNA preferred).
- Strong analytical, organizational, and problem-solving skills.
- Demonstrated ability to manage multiple priorities in a fast-paced environment.
- Strong verbal and written communication skills.
- Experience developing procedures, controls, and operational documentation.
- Proficiency in Microsoft Office Suite, including advanced Excel reporting capabilities.
