Loan Servicing Manager

Insperity; Gardner (MA); Remote; USD 74,000 - 111,000; Full time

Benefits offered by this job

Health coverage

401(k) with match

Life & disability insurance

Health savings account

Paid time off and flexible schedule

Remote work options

Job summary

Client Credit Union is seeking a Loan Servicing Manager to lead daily operations across residential, consumer, and commercial loan servicing, ensuring accuracy, timeliness, and strong controls.

The role focuses on continuous improvement, collaboration with cross-functional partners, and developing a high-performing team to support growth and exceptional member service.

Qualifications

• Minimum of associate degree; bachelor’s degree preferred.
• 5+ years in loan servicing, loan operations, or related financial institution operations.
• 3–5 years supervisory/people leadership experience.
• Experience supporting residential, consumer, and/or commercial loan servicing operations.
• Working knowledge of escrow administration, insurance tracking, payoffs, lien releases, UCC filings, secondary market servicing/reporting, loan maintenance, and exception management.
• Familiarity with investor, agency, regulatory, and internal control requirements.
• Ability to evaluate workflows and implement sustainable process improvements.
• Ability to use operational data and service measures to drive decisions.

Responsibilities

• Oversee daily servicing of residential, consumer, commercial, and secondary market loan portfolios.
• Manage servicing activities including payment processing, payoffs, loan maintenance, escrow admin, insurance tracking, lien releases, and exceptions.
• Oversee commercial participation loan servicing and documentation.
• Monitor hazard insurance coverage and coordinate force-placement when necessary.
• Ensure servicing records and reporting comply with procedures and regulatory requirements.
• Resolve servicing discrepancies and provide responsive support to members and partners.
• Lead, coach, and develop Loan Servicing Specialists.

Skills

Leadership

Process improvement

Analytical thinking

Communication

Project management

Data analysis

Cross-functional collaboration

Problem solving

Change management

Attention to detail

Education

Associate degree

Bachelor's degree preferred

Tools

Microsoft Office

Loan servicing software

Core processing systems

Job description

Our Client is a member-focused credit union committed to delivering exceptional financial service while fostering a culture built on curiosity, empowerment, compassion, accountability, presence, and excellence. With a strong focus on operational integrity and continuous improvement, they are seeking an experienced Loan Servicing Manager to lead the day-to-day operations of the Loan Servicing Department.

The ideal candidate is a hands-on, collaborative leader with strong knowledge of residential, consumer, and commercial loan servicing who can strengthen operational controls, maintain compliance and audit readiness, and identify opportunities to streamline processes through technology and automation. This individual will bring a proactive, solutions-focused approach to developing their team, improving workflows, resolving challenges, and creating scalable servicing practices that support the Credit Union’s continued growth and commitment to outstanding Member service.

Best-in-Class Benefits and Culture:

Our client values their employees’ time and effort. Their competitive compensation of $73,715 - $110,572 annually, depending on experience, and an extensive benefits package, enhances their commitment to your success. Our client’s benefits package includes:

• Comprehensive health coverage: Medical, dental, and vision insurance provided
• Robust retirement planning: 401(k) plan available with employer matching
• Financial security: Life and disability insurance for added protection
• Flexible financial options: Health savings and flexible spending accounts offered
• Well-being and work-life balance: Paid time off, flexible schedule, and remote work choices provided

Plus, they work to maintain the best possible environment for their employees, where people can learn and grow with the company. They strive to provide a collaborative environment where everyone feels encouraged to contribute to their processes, decisions, planning, and culture.

To thrive/succeed as the Loan Servicing Manager, you should have:

• Minimum of associate desired. Bachelor’s degree preferred.
• Minimum five years of progressively responsible experience in loan servicing, loan operations, or related financial institution operations.
• Three to five years prior supervisory, people leadership, or demonstrated team leadership experience preferred.
• Experience supporting residential, consumer, and/or commercial loan servicing operations.
• Working knowledge of escrow administration, insurance tracking, payoffs, lien releases, UCC filings, secondary market servicing/reporting, loan maintenance, and exception management.
• Familiarity with applicable investor, agency, regulatory, and internal control requirements.
• Demonstrated ability to evaluate workflows, identify operational improvements, and implement sustainable process changes.
• Ability to use operational data, trends, and service measures to identify issues and support decision‑making.
• Strong analytical, organizational, problem‑solving, and communication skills.
• Demonstrated ability to lead through change, manage competing priorities, and collaborate across functional areas.
• High degree of accuracy, judgment, discretion, and attention to detail.
• Proficiency with Microsoft Office and loan servicing, lending, or core processing systems.

Your responsibilities as the Loan Servicing Manager will include:

Loan Servicing & Secondary Market Operations

• Oversee the daily servicing of residential mortgage, consumer, commercial, and secondary market loan portfolios, ensuring accurate, timely, and consistent processing throughout the servicing lifecycle.
• Manage servicing activities including payment processing, payoffs, loan maintenance, escrow administration, insurance tracking, lien releases, UCC continuations/terminations, rate and payment changes, collateral tracking, reconciliations, account maintenance, reporting, and exception resolution.
• Oversee commercial participation loan servicing, including payment processing, remittances, wires to participating institutions, account maintenance, and required documentation.
• Monitor required hazard, flood, and other insurance coverage and coordinate force‑placement activity when necessary.
• Ensure servicing records, system updates, documentation, and reporting are accurate, complete, and maintained in accordance with Credit Union procedures, internal controls, and applicable investor/agency requirements.
• Resolve servicing discrepancies, documentation gaps, and operational exceptions while providing responsive support to members, employees, and external partners.

Risk, Compliance & Operational Excellence

• Ensure loan servicing activities comply with Credit Union policies and procedures, investor and agency requirements, and applicable federal and state regulatory requirements.
• Maintain effective operational and internal controls, including segregation of duties, independent review, exception tracking, reconciliations, and documented evidence of review.
• Maintain ongoing audit and examination readiness and support internal and external audits, NCUA examinations, investor reviews, documentation requests, corrective actions, and timely remediation of findings.
• Own the ongoing review, development, maintenance, and implementation of loan servicing procedures, checklists, workflows, and operational documentation, ensuring updates are made following regulatory, system, process, control, product, or organizational changes.
• Continuously evaluate servicing processes to identify recurring issues, manual processes, bottlenecks, control weaknesses, and opportunities to improve efficiency, accuracy, capacity, scalability, and service delivery.
• Leverage technology, automation, standardization, and documented workflows to reduce manual processing, strengthen controls, improve consistency, and support future growth.
• Lead approved process, system, policy, and procedural improvements and ensure changes are incorporated into procedures, controls, training, cross‑training, and ongoing operational monitoring.
• Lead, coach, and develop Loan Servicing Specialists, establishing clear expectations, priorities, accountability, and service standards while providing ongoing feedback and performance management.
• Maintain appropriate staffing coverage, cross‑training, and backup support across residential, consumer, and commercial servicing functions.
• Foster a culture of accountability, collaboration, continuous improvement, knowledge sharing, and exceptional member and internal service.
• Partner with Lending, Residential Lending Operations, Accounting, Collections, Risk/Compliance, IT, and other stakeholders to improve end‑to‑end workflows, eliminate unnecessary handoffs or duplication, and resolve complex servicing matters.
• Establish and monitor meaningful service, quality, control, and operational measures to identify trends and drive continuous improvement.
• Promote Credit Union products and services and encourage appropriate referral opportunities through servicing interactions.
• Perform other duties as assigned.

Our client is an equal opportunity employer that welcomes and encourages diversity in the workplace. It does not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. We will consider qualified applicants with criminal histories for employment.