Mortgage Servicing Operations Leader

RiseMe; West Lafayette (IN); On-site; USD 100,000 - 160,000; Full time

Job summary

Purdue Federal Credit Union currently seeks a Manager to lead Mortgage Loan Services, overseeing daily servicing operations, ensuring accuracy, timeliness, and regulatory compliance across the mortgage lifecycle. You will support a high-performing team, manage end-to-end processes, and align service delivery with member-focused goals.

The role requires deep knowledge of mortgage servicing, collaboration with internal partners, and strong vendor management.

Responsibilities

• Oversee daily mortgage servicing operations to ensure accurate, timely, and compliant processing across all loan servicing functions.
• Manage core servicing workflows, including loan boarding, payment posting, escrow analysis, insurance and tax tracking, collateral releases, loan modifications, subordinations, secondary-market remittances, and exception resolution.
• Monitor operational dashboards, performance metrics, and daily reports to identify trends, resolve discrepancies, and improve workflow efficiency.
• Ensure the accuracy and timely completion of end-of-month responsibilities, including trial balances, investor reporting, principal and interest reconciliation, escrow balancing, and clearing account review.
• Serve as the primary point of escalation for complex servicing issues, member inquiries, exception requests, and loan research needs.
• Provide servicing expertise and guidance to internal departments, support front-line staff, and contribute to an excellent member experience.
• Maintain data integrity across all servicing systems and documentation standards.
• Maintain strong internal control practices to ensure compliance with federal and state regulations, loan documentation requirements, and investor or secondary-market guidelines.
• Perform quality-control reviews of new loan boarding, file corrections, servicing updates, mortgage insurance or secondary-market audit requests, and internal error resolution.
• Review exception reports, verify adjustable-rate mortgage changes, and ensure accurate and timely posting of system updates.
• Stay current with servicing regulations, investor bulletins, and industry guidance. Recommend updates to processes and policies to mitigate operational risk.
• Ensure servicing workflows support clean audit performance and consistent compliance with internal policies and external requirements.
• Lead, coach, and develop the mortgage servicing team by providing ongoing training, feedback, and performance management aligned with Purdue Federal’s values and service expectations.
• Conduct regular one-on-one check-ins, establish clear goals and performance standards, and foster a culture of accountability, problem-solving, and continuous improvement.
• Support staff through system changes, process updates, new service offerings, and regulatory changes to promote engagement and adaptability.
• Manage staffing schedules, approve timecards, and ensure adequate coverage to support department workload and service expectations.
• Promote a positive, member-focused, and collaborative culture within the servicing team and across departments.
• Take ownership of personal development by participating in ongoing training, seeking feedback, and building knowledge and skills relevant to the role, department, compliance requirements, and the credit union’s mission.
• Manage and maintain relationships with mortgage servicing vendors, including tax service providers, insurance tracking partners, and secondary-market contacts.
• Monitor vendor performance, service quality, and adherence to contractual and regulatory expectations.
• Collaborate with vendors to address issues, improve processes, and support member service excellence.
• Evaluate ongoing vendor effectiveness and recommend changes or improvements when necessary.
• Lead and support department-related projects, including system enhancements, servicing platform updates, and cross-department process changes.
• Partner with internal stakeholders to evaluate operational needs, recommend solutions, and implement workflow or system improvements that enhance accuracy and service delivery.
• Identify inefficiencies, analyze performance trends, and recommend improvements that support operational efficiency, compliance, and member satisfaction.
• Assist with the testing, validation, and rollout of new system functionality or servicing technology.
• Strong understanding of mortgage servicing processes, loan documentation, escrow management, insurance and tax tracking, and investor or secondary-market requirements.
• Working knowledge of federal and state mortgage servicing regulations, including RESPA, TILA, CFPB servicing rules, and investor guidelines, such as those established by Fannie Mae.
• Proficiency with Microsoft Office and mortgage servicing systems.
• Ability to analyze data, identify trends, and recommend operational enhancements.
• Strong leadership skills with the ability to train, coach, and develop employees with varying levels of experience.
• Excellent organizational skills and attention to detail, with the ability to manage multiple priorities and deadlines.
• Strong written and verbal communication skills for professional interactions with members, employees, auditors, vendors, and regulatory partners.
• Demonstrated ability to resolve conflict, exercise sound judgment, and make timely decisions.
• Ability to work effectively in a fast-paced environment with frequent interruptions while maintaining accuracy and service quality.
• Ability to communicate professionally, verbally and in writing, when working with employees, members, vendors, and company contacts.
• Ability to demonstrate Purdue Federal Credit Union’s core values of honesty, integrity, mutual respect, pride, and ownership.

Job description

Purdue Federal Credit Union currently seeks a Manager to lead Mortgage Loan Services, overseeing daily servicing operations, ensuring accuracy, timeliness, and regulatory compliance across the mortgage lifecycle. You will support a high-performing team, manage end-to-end processes, and align service delivery with member-focused goals.

The role requires deep knowledge of mortgage servicing, collaboration with internal partners, and strong vendor management.