Mortgage Servicing Supervisor

Capital Credit Union; Wisconsin; Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Equal Opportunity Employer

E-Verify participation

Job summary

Capital Credit Union is seeking a Mortgage Servicing Supervisor to oversee the mortgage servicing department, ensuring accurate disbursing of mortgages, processing paid loans, escrow analyses, HMDA reporting, and compliance with BSA/OFAC policies. The role involves leading staff, coaching, performance reviews, and cross-team collaboration.

The position emphasizes strong leadership, attention to detail, and the ability to manage budgets, audits, and vendor interactions.

Qualifications

• Senior/leadership experience in mortgage servicing or lending is preferred.
• Strong supervisory skills and ability to develop others.
• Proven ability to manage timelines, budgets, and compliance requirements.

Responsibilities

• Oversee mortgage servicing activities, assign tasks, coach staff.
• Communicate procedures, changes and policies; hold staff meetings.
• Model professionalism and uphold credit union policies.
• Evaluate performance and administer disciplinary actions.
• Approve leave and overtime; monitor hours and schedules.
• Ensure training and cross-training; resolve member and employee issues.
• Protect privacy and maintain security controls; manage department budget.
• Complete internal audits and assist with various projects as needed.
• Handle mortgage servicing software operations and vendor documentation.

Skills

Leadership

Communication

Time management

Attention to detail

Problem solving

Coaching/mentoring

Education

High School Diploma or equivalent

Bachelor's or Associate Degree preferred

Tools

Credit union software

Office productivity tools

Job description

The Ridge Operations
1121 W Main Ave
De Pere, WI 54115, USA

Description

Upholds the Credit Union’s mission of “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” by being responsible for the overall supervision of all functions in the mortgage servicing department, including but not limited to disbursing mortgages, processing paid loans, tracking hazard and flood insurance, HMDA reporting, escrow disbursals, escrow analysis, funding and setting up of FHLB loans, preparing audit requests, and all other department functions to ensure service to members, potential members, and employees is provided by following the Credit Union’s mission statement.

Essential Responsibilities

• Supervises the activities of the mortgage servicing area by assigning responsibility, answering questions, solving problems, and coaching/mentoring employees.
• Is available to help and assist employees. Communicates all procedures, changes, programs, and policies. Holds periodic staff meetings.
• Is a positive role model to staff. Supports the Credit Union’s policies and procedures to create a cohesive and positive atmosphere for employees.
• Evaluates the job performance of employees. Carries out disciplinary actions.
• Approves all sick/vacation leave and overtime. Monitors hours and schedules.
• Ensures employees are trained and cross-trained as necessary.
• Resolves member and employee complaints and concerns. Keeps supervisor informed of critical issues.
• Carries out operations to protect and uphold member and employee privacy and secure information properly. Maintains security controls of the office.
• Maintains the department budget, schedule, and inventory.
• Completes internal departmental audits in a timely manner.
• Assists with departmental tasks on an as needed basis.
• Handles administrative functions within mortgage servicing softwares including but not limited to system setup, managing updates/upgrades, and working with vendors to ensure accurate documentation to meet compliance requirements.
• Works with the Mortgage Servicing Specialists and Mortgage Quality Specialists to emphasize the Credit Union’s member advocacy culture.
• Assists AVP – Mortgage Lending with various projects as necessary.
• Attends and actively participates in various Credit Union meetings and programs. Encourages participation of employees in Credit Union sponsored activities and events.
• Actively attends meetings and training sessions to remain up to date and be responsible for policies, regulations, procedures, products and legal requirements, including the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) policies and regulations.
• Performs other duties as assigned to assist others in completing tasks and work assignments.

Necessary Experience and Qualifications

• High School Diploma or equivalent. Bachelors or Associate Degree preferred with emphasis in business, finance or related field.
• Two to three year’s previous financial, mortgage, and lending experience preferred. Supervisory or leadership experience preferred.
• Excellent leadership/supervisory skills and ability to direct and develop others.
• General office/administrative skills and experience. Ability to write reports, memos, and business letters.
• Good math aptitude and attention to detail.
• Interpersonal skills necessary to deal effectively and efficiently with a diverse group of employees, members, and vendors. Requires strong communication/listening skills.
• Ability to project a professional image and practice professionalism in a financial environment.
• Ability to interpret documents, define and solve problems, and make decisions.
• Proven time management and organizational skills.
• Ability to learn and use credit union computer systems and software.
• Possess valid driver’s license and acceptable driving record.

Work Environment and Physical Requirements

• Occasional travel to other branch locations, meetings, conferences, training, etc.
• Office environment with moderate level of noise.
• Frequent use of telephone, scanner, copier, computer, fax machine and other office machines.
• Prolonged sitting or standing.
• Frequent mental and visual concentration.
• Minimal lifting up to 25 pounds.

NOTE: This job has the potential to work hybrid contingent upon supervisor approval. Approval will be based on the Work From Home Policy eligibility requirements, the ability to perform from home at a high level, as well as the department needs in terms of having their supervisor physically present in the office.

The above statements are intended to describe the general nature and level of the work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, or requirements.

Capital Credit Union is an Equal Opportunity Employer. We participate in E-Verify. Click the Learn more about Capital Credit Union link below for more information, as well as information on employee rights under the Family Medical Leave Act and the Employee Polygraph Protection Act.

Qualifications

Licenses & Certifications

Required

Driver's License

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.