Mortgage Servicing & Quality Control Manager

We believe every mortgage represents a dream. As our Mortgage Servicing & Quality Control Manager, you'll play a critical role in leading a team that helps turn our member's dreams into reality. Working alongside a team of mortgage professionals who takes pride in both the quality of their work and the quality of their service, you'll oversee all aspects of mortgage servicing, including loan administration, escrow management, investor reporting, and compliance. Our environment is fast-paced, high-volume, and deadline-driven, but we never forget that our work also provides joy. If you're looking for a career where your detail-oriented nature, mortgage expertise, and communication, collaboration, and leaderships skills will be highly valued, we'd like to talk with you!

As the Mortgage Servicing & Quality Control Manager with CFCU, you will:

• Lead, mentor, and continuously develop a team of mortgage servicing team members and QC professionals, fostering a culture of accountability and continuous improvement
• Collaborate with underwriting, mortgage loan origination, processing and closing teams to enhance cross-departmental processes
• Establish and track performance metrics to ensure service-level expectations are met
• Oversee all mortgage servicing functions, including payment processing, escrow administration, investor reporting
• Ensure timely and accurate loan servicing in compliance with regulatory and investor requirements (Fannie Mae, Federal Home Loan Bank)
• Manage escrow processes, including tax and insurance payments, escrow analysis, and member communications
• Develop and oversee the credit union's mortgage servicing quality control program to ensure compliance with federal, state, and investor regulations
• Conduct regular audits of servicing activities, identifying risks and implementing corrective action plans
• Oversee compliance with Consumer Financial Protection Bureau (CFPB) servicing rules, FNMA, FHLB, HMDA, Mortgage Insurance and FCRA and any other applicable regulations
• Assist in internal and external audits, responding to requests and implementing corrective actions as needed
• Champion a member-focused approach to mortgage servicing, ensuring a positive member experience
• Resolve escalated member issues promptly and professionally
• Work collaboratively with mortgage lending, collections, and compliance teams to ensure a seamless mortgage lifecycle
• Maintain strong relationships with investors and service providers to ensure best practices in servicing operations

We are looking for a combination of:

• Bachelor's degree in Business, Finance, or a related field (or equivalent experience)
• 5+ years of mortgage servicing, loan administration, or quality control experience, with 3 years in a management role
• Deep understanding of mortgage servicing regulations, investor requirements, and compliance standards
• Strong analytical skills with experience in quality control, risk assessment, and process improvement
• Proven leadership experience with a track record of developing high-performing teams
• Excellent communication and interpersonal skills, with the ability to collaborate across departments
• Proficiency in mortgage servicing platforms and reporting systems
• Must not be on any agency watch list or banned list to include but not limited to HUD, FNMA, FHLMC, FHLB or NCUA