Residential Loan Servicing Manager

Primary Purpose

The Residential Loan Servicing Manager is responsible for the strategic leadership, operational oversight, and continuous improvement of Residential Mortgage and Consumer Loan Servicing operations. This position analyzes servicing workflows, systems, vendors, regulatory requirements, and staffing to ensure operational efficiency, regulatory compliance, investor adherence, and superior customer service. The Manager guides and directs all servicing activities including new loan setup, escrow administration, payment processing, payoffs, account maintenance, rate and payment adjustments, investor reporting, loan modifications, collections, bankruptcy, foreclosure, charge‑offs, troubled debt restructurings, and REO oversight.

This role provides technical expertise, supervisory leadership, and cross‑functional coordination while ensuring compliance with Bank policy, regulatory requirements, and investor guidelines (Freddie Mac, Fannie Mae, FHLB‑MPF, FHLB‑MAP, and other applicable investors).

Full‑time;
Monday – Friday, 37.5‑hour work week, 8:30 AM – 5:00 PM.

• Lead, develop, and supervise Loan Servicing personnel, including Collections and Asset Management staff.
• Establish performance expectations, monitor productivity, and provide coaching and professional development.
• Evaluate staffing needs and workflow assignments to support variable workloads.
• Promote a culture of compliance, accountability, and customer service excellence.

• Direct the servicing of all mortgage, equity, HELOC, and consumer loans.
• Oversee new loan boarding and review new loan setup for accuracy.
• Oversee payment processing, rate and payment adjustments, escrow administration, and file maintenance transactions.
• Authorize residential and consumer loan payoffs and investor remittances.
• Monitor HELOC maturities and coordinate with branches regarding status updates.
• Oversee annual escrow analysis including shortages, overages, tax increases, and added assessments.
• Review and approve loan modifications, hardship modifications, and related file maintenance.
• Oversee charge‑off processing and related accounting entries.
• Guide and approve foreclosure proceedings and actions related to properties acquired in satisfaction of debt.
• Provide oversight of workout strategies, troubled debt restructuring, and REO management, including recommendations for disposition.

• Monitor servicing compliance for Freddie Mac, Fannie Mae, FHLB‑MPF, FHLB‑MAP, and other investor loans.
• Review and approve investor payoffs, remittances, reconciliations, and month‑end delinquency reporting.
• Ensure completion and accuracy of investor reconciliations.
• Review GSE delinquency and investor reporting for accuracy and timeliness.
• Remain current on regulatory changes impacting loan servicing.
• Coordinate and lead department audits, FIDICIA testing, and regulatory examinations.
• Ensure adherence to Bank policy and investor servicing guidelines.

• Prepare and review monthly, quarterly, and annual service reports including delinquency, performance, and investor reporting.
• Review daily and monthly servicing system reports (e.g., Nautilus or equivalent platform).
• Perform and oversee bulk file maintenance transactions (e.g., Fiserv/Cleartouch Transends).
• Set year‑end system parameters and review annual reporting.
• Analyze servicing system performance and recommend improvements.
• Partner with IT and Residential Closing to ensure accurate system field mapping and data integrity.
• Evaluate and recommend new technologies and system enhancements.

• Manage vendor relationships and service level agreements, including system providers and document custodians.
• Coordinate with document storage vendors (e.g., Iron Mountain) to ensure compliance with record retention policies.
• Ensure secure vault access and loan file archival procedures.
• Coordinate loan‑related subpoena requests with Legal or Subpoena Compliance Departments.

• Investigate and resolve internal and client inquiries related to loan account status and servicing issues.
• Provide…