Director, Mortgage Loan Servicing Support

First Tech Federal Credit Union; Hillsboro (OR); Hybrid; USD 131,000 - 157,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) Match

Paid Time Off

Paid Holidays

Employee pricing on lending products

Job summary

First Tech Federal Credit Union seeks a Director of Mortgage Loan Servicing Support in Hillsboro, OR, with hybrid work arrangement. You will lead the mortgage servicing operations, drive regulatory compliance, and improve portfolio performance while shaping strategy across lending, payments, and technology teams.

The role demands 8+ years in mortgage servicing and 4+ years of people leadership, plus strong analytical and communication skills.

Qualifications

• 8+ years in mortgage servicing or related lending functions.
• 4+ years in people leadership with coaching and performance management.
• Experience across origination, underwriting, servicing, and secondary markets.

Responsibilities

• Directs mortgage loan servicing operations with a focus on member service, compliance, and performance.
• Leads staffing, budgeting, and development for mortgage servicing teams.
• Partner with senior leaders to implement servicing strategy across functions.
• Drive process improvements, workflow standardization, and metrics reporting.
• Support audits, regulatory exams, and special projects as needed.
• Foster cross-functional collaboration across lending, compliance, finance, and tech.

Skills

Mortgage servicing leadership

People leadership

Cross-functional collaboration

Analytical/problem solving

Regulatory/compliance awareness

Process improvement

Communication skills

Education

Bachelor's degree or 4 years of relevant experience

Job description

Description

The Director, Mortgage Loan Servicing Support lead the mortgage servicing operation that delivers exceptional member experiences while driving operational excellence, compliance, and portfolio performance. This role partners across lending, payments, compliance, finance, technology, and member experience to improve processes, lead strategic initiatives, and support business growth. The ideal candidate is a collaborative leader who develops teams, drives results, and fosters a culture of continuous improvement.

Here’s what you can expect from the job and what you need to be successful:

What You’ll Do:

• Directs mortgage loan servicing operations and executes strategic priorities that support member service excellence, regulatory compliance, portfolio performance, and operational efficiency.
• Provides leadership on complex servicing matters, balancing member impact, regulatory requirements, investor and insurer expectations, and operational risk.
• Partners with senior leadership and cross-functional stakeholders to implement servicing strategy, align priorities, and support enterprise initiatives.
• Leads leaders and mortgage servicing teams with accountability for staffing, performance management, workflow oversight, budgeting, and employee development.
• Fosters effective partnerships across lending, collections and asset management, compliance, member experience, finance, and technology teams to drive alignment and operational results.
• Directs mortgage servicing process improvement efforts, including workflow standardization, control development, performance metric reporting, and implementation of sustainable operational enhancements; including release and defect testing, and operational efficiencies.
• Ensures training, procedures, and communication support policy adherence, regulatory compliance, effective change management, and consistent servicing execution
• Supports regulatory and risk examinations, audits, and special projects as needed.

Essential Skills:

• Required Experience: 8+ years of progressive experience in mortgage servicing, mortgage operations, consumer lending, loan operations, loan administration, or other applicable lending functions.
• 4+ years of experience as a People Leader, leading a diverse team including hiring, coaching and performance management
• Extensive experience in mortgage lending, including strong exposure across origination, underwriting, operations, servicing, and/or secondary market functions.
• Demonstrated ability to lead large-scale or multi-functional programs within a complex lending environment.
• Strong understanding of residential mortgage products, processes, regulatory requirements, and industry practices.
• Proven leadership experience managing managers and teams, with accountability for performance, staffing, and development.
• Advanced analytical and problem-solving skills, with the ability to assess complex operational and business challenges.
• Ability to influence senior leaders and collaborate effectively across business lines and functional areas.
• Strong operational and systems mindset, with experience improving processes, workflows, and supporting technologies.
• Excellent communication skills, with the ability to convey complex concepts clearly to diverse audiences.
• Required Education: Bachelor's degree in field relevant to role (or 4 additional years of relevant experience in lieu of a degree), advanced degree preferred.

Location: Hillsboro Corporate Office | Hillsboro, OR 97124

Work Arrangement: Hybrid, with a minimum of 1 day per week in office

Target Compensation: $131,000 to $157,000 annually + annual bonus

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Who We Are:

What makes First Tech different? Click here to learn more!

Every great journey begins with a bold idea-and ours is no different. First Tech and DCU were founded on the belief that financial solutions should put people first. That belief has fueled decades of innovation and service, rooted in the tech sector and expanding to support members from all walks of life.

Employees are eligible for:

• Traditional medical, dental, and vision coverage
• Generous 401(k) match
• Paid Time Off: You’ll accrue up to 15 days in your first year. In addition, you’ll receive 40 hours of sick time and 3 personal days, which refresh annually
• Paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria)

Employment Statements:

First Tech is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you’re applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to [e-mail] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.

First Tech is not currently offering Visa transfer/sponsorship for this position.