AVP Loan Operations Leader - Mortgage Servicing

Charter Oak Federal Credit Union; Waterford (CT); On-site; USD 82,000 - 137,000; Full time

Job summary

Charter Oak Federal Credit Union in Waterford, CT seeks an AVP Loan Operations Manager to lead loan servicing, escrow and secondary-market activities. You will drive process improvements, ensure regulatory compliance, and manage a team of loan servicing professionals to deliver accurate servicing and member satisfaction.

This leadership role requires a strong background in loan operations, mortgage operations, reporting, and cross-department collaboration to optimize controls and performance.

Qualifications

• Bachelor’s degree in business, finance, accounting, management, or a related field preferred; equivalent education and relevant experience may be considered.
• Minimum of 5 years of progressively responsible loan servicing, mortgage operations, consumer loan administration, or related financial-services experience, including at least three years in a leadership role.

Responsibilities

• Lead loan servicing operations and establish clear priorities, service standards, controls, and performance expectations.
• Manage, coach, and develop loan servicing employees.
• Monitor operational performance, audit findings, vendor performance, and corrective actions.
• Partner with Lending, Collections, Finance, Accounting, Compliance, Risk, and Information Technology to improve processes and member experience.
• Ensure operations comply with applicable laws, regulations, policies, investor requirements, and internal controls.
• Oversee loan boarding, account maintenance, payoffs, refunds, collateral releases, lien discharges, and servicing transfers.
• Ensure member inquiries, complaints, research requests, and account corrections are resolved accurately and within established service standards.
• Maintain complete and accurate loan records, documents, notices, and post-closing files.
• Ensure servicing, operational, financial, investor, and regulatory reports are accurate, timely, and reconciled to source systems and the general ledger.
• Resolve reporting exceptions and data-quality issues to maintain operational and financial integrity.
• Oversee payment posting, account application, corrections, reversals, reconciliations, suspense, and unapplied funds.
• Manage escrow analyses, tax and insurance disbursements, mortgage insurance, shortages, surpluses, and member notifications.
• Ensure payoffs, paid-loan processing, refunds, fund transfers, and related general ledger activity are accurate and timely.
• Monitor payment and escrow controls and resolve exceptions affecting accuracy or service delivery.
• Coordinate resolution of complex monetary issues with internal partners, vendors, and members.
• Manage the sale of eligible first mortgages to approved secondary-market investors.
• Confirm loan eligibility, documentation, data, collateral, and delivery requirements before commitment or sale.
• Manage commitments, delivery deadlines, extensions, investor conditions, funding receipts, settlement, and post-sale administration.
• Coordinate pricing, rate locks, delivery, accounting, servicing transfers, and investor reporting with internal partners.
• Monitor sale proceeds, gain on sale, extension costs, and repurchase exposure.
• Maintain investor relationships and ensure compliance with applicable agency, custodial, quality-control, warranty, and record-retention requirements.
• Partner with the Loan Origination System Administrator to support operational workflows and business requirements.
• Identify opportunities to improve efficiency through automation, workflow enhancements, and system capabilities.
• Participate in testing and validation of system changes affecting loan servicing and mortgage operations.
• Ensure operational procedures, reports, and controls remain aligned with system functionality.
• Communicate operational requirements and process improvements to lending and technology stakeholders.

Skills

Leadership

Analytical skills

Communication

Education

Bachelor’s degree in business/finance/management

Job description

Charter Oak Federal Credit Union in Waterford, CT seeks an AVP Loan Operations Manager to lead loan servicing, escrow and secondary-market activities. You will drive process improvements, ensure regulatory compliance, and manage a team of loan servicing professionals to deliver accurate servicing and member satisfaction.

This leadership role requires a strong background in loan operations, mortgage operations, reporting, and cross-department collaboration to optimize controls and performance.