Assistant Director, Mortgage Loan Servicing

Valley Bank; Wayne (NJ); On-site; USD 120,000 - 180,000; Full time

Job summary

Valley Bank seeks an Assistant Director of Mortgage Loan Servicing to lead a high‑volume residential servicing portfolio exceeding $8B. You will drive strategy, oversight, and performance across operations, risk, and customer service, while partnering with senior leadership on growth and efficiency initiatives.

Ideal candidates bring 7+ years in mortgage servicing with managerial experience, strong leadership, and fluency in English (Spanish a plus).

Qualifications

• Bachelor’s degree in Business Administration, Finance, Economics, Accounting, Management, Banking, or related field.
• Minimum 7 years of Mortgage Servicing and managerial experience.
• Strong leadership and change management skills.
• Knowledge of mortgage servicing guidelines and federal regulations.
• Experience with servicing system conversions.

Responsibilities

• Provide leadership and oversight for a residential mortgage servicing portfolio exceeding $8 billion.
• Partner with senior leadership to develop and execute business line strategies.
• Lead servicing managers and associates to foster high performance and customer focus.
• Establish KPIs and reporting to drive performance and informed decisions.
• Collaborate with tech to identify process improvements and system enhancements.
• Ensure adherence to regulations, investor requirements, and agency guidelines.
• Coordinate internal audits, regulatory exams, and remediation efforts.
• Oversee third-party vendor relationships and contract administration.
• Support risk management with ERM and Compliance.
• Assist growth initiatives including acquisitions and servicing conversions.

Skills

Change management

Mortgage servicing

Regulatory knowledge

System conversions

IBS

Black Knight MSP

Communication

Bilingual English/Spanish

Education

Bachelor’s degree in Business Administration, Finance, Economics, Accounting, Management, Banking, or related field

Tools

IBS

Black Knight MSP

Job description

At Valley Bank, we believe in people's growth potential. We invest in it. We protect it. We focus it. For nearly 100 years, we've been the Bank that clients from every industry turn to for our expertise, strategies, and advice--building the kind of trust that can fuel every goal. We are the leading relationship bank built for growth--with over $60 billion in assets, 3,800 experts, and more than 200 consumer branches and commercial banking offices in communities across the US.

At Valley, we're all driven by an ambition that goes deeper than just having a job. That's why when you work for us, we make it our goal to help you focus on what drives you--working to turn your passions and strengths into assets you can use to propel your ambitions and build the professional legacy you want. Because when we say we're a relationship bank built for growth, that's not just reserved for our clients--that includes all our associates as well.

The Assistant Director, Mortgage Loan Servicing provides strategic leadership and oversight of the residential mortgage loan servicing function, driving operational excellence, customer satisfaction, and business performance. This role will be responsible for developing and executing servicing strategies and ensuring efficient, scalable operations.

Responsibilities Include, But Are Not Limited To

• Provide leadership and oversight for a residential mortgage servicing portfolio exceeding $8 billion, ensuring strong operational performance, regulatory compliance, investor satisfaction, and customer service excellence.


• Partner with senior leadership to develop and execute business line strategies, priorities, and initiatives that support organizational objectives, portfolio growth, and operational scalability.


• Lead and develop servicing managers and associates by fostering a high-performing, customer-focused culture that emphasizes engagement, accountability, talent development, and succession planning.


• Establish and monitor key performance indicators, operational metrics, and management reporting to drive performance, identify opportunities for improvement, and support informed decision-making.


• Collaborate with business and technology partners to identify and implement process improvements, automation opportunities, and system enhancements that increase efficiency, strengthen controls, and improve the customer experience.


• Ensure adherence to all applicable federal and state regulations, investor requirements, and agency guidelines by maintaining effective controls, policies, procedures, and training programs.


• Serve as a primary liaison for internal audits, regulatory examinations, investor reviews, and compliance assessments, coordinating responses and remediation efforts as needed.


• Oversee key third-party vendor relationships and service providers, including performance management, contract administration, and ongoing evaluation of operational effectiveness and risk.


• Partner with Enterprise Risk Management and Compliance to identify, assess, monitor, and mitigate operational, regulatory, and reputational risks impacting the servicing organization.


• Support strategic growth initiatives, including servicing portfolio acquisitions, mergers and acquisitions integration activities, contract negotiations, and loan servicing conversions to ensure successful implementation and organizational readiness.

Required Skills

• Strong change management and leadership skills.


• Extensive knowledge of mortgage servicing, GSE guidelines and federal regulations as it pertains to mortgage servicing.


• Experienced with driving and managing servicing system conversions and implementations.


• Proficient with IBS, and Black Knight MSP, servicing systems.


• Strong written and oral communication skills.


• Ability to exercise independent judgment skills to make decisions and solve problems.


• Ability to organize and prioritize multiple work assignments and distribute (work) among multiple direct reports.


• Microsoft Word and Excel PC skills at an intermediate level.


• Ability to work in a high-pressure, fast paced, environment.


• Ability to communicate effectively in both English and Spanish is a plus.

Required Experience

• Bachelors degree in Business Administration, Finance, Economics, Accounting, Management, Banking, or a related field and a minimum of 7 years of Mortgage Servicing and managerial experience.

Preferred Experience

• Master's degree in Business Administration, Finance, Economics, Accounting, Management, banking or a related field and 10 years of Mortgage Servicing experience.