Residential Loan Servicing Manager

German American; Fort Mitchell (KY); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) match

Paid time off

Parental leave

Job summary

Heartland Bank, a Division of German American Bancorp, is seeking a Residential Loan Servicing Manager to lead the mortgage servicing team, ensuring accurate, timely, and compliant service for the mortgage portfolio, with a focus on accountability and continuous improvement.

You will partner with Sales, Underwriting, and Operations to optimize processes, manage risk, and enhance borrower experience while driving profitability and regulatory compliance.

Qualifications

• Bachelor’s degree in Business Administration, Finance, Accounting or equivalent.
• At least five years of mortgage servicing experience and strong loan processing/documentation knowledge.
• Prior supervisory experience and customer service focus; strong verbal and written communication.

Responsibilities

• Lead Mortgage Servicing team to deliver accurate, timely, compliant service for mortgage portfolio.
• Oversee day-to-day servicing activities, escrow analysis, tax payments, insurance monitoring, and borrower communications.
• Collaborate with Mortgage, Accounting, Compliance, Risk, IT and vendors to strengthen controls and processes.

Skills

Supervisory experience

Customer service

Communication skills

Teamwork

Regulatory compliance knowledge

Education

Bachelor's degree in Business Administration/Finance/Accounting

Tools

Encompass

AUS (LP & DU)

Navigator

FHA Connection

VA portal

GUS

Microsoft Office Suite (Outlook)

Director

Job description

Job Title: Residential Loan Servicing Manager

Summary:

The ResidentialLoan Servicing Manager is responsible for leading all aspects of themortgage servicing activities to ensure compliance and exceptional customerservice. This role determines optimal team structure, sets KPIs, and aligns technologyto deliver best-in-class service. The managerpartners closely with Sales, Underwriting, and Operations teams to createseamless processes, mitigate risk, and optimize margin management. Attention to accuracy, compliance andprofitability are essential.

Duties and Responsibilities:

Everyday you will lead the Mortgage Servicing team in delivering accurate, timely,and compliant service for the mortgage loan portfolio. You will create aculture of accountability, engagement, and continuous improvement whileoverseeing day-to-day servicing activities, escrow analysis, tax payments,insurance monitoring, borrower communications, and resolution of complexcustomer concerns. In this role, you will partner with Mortgage, Accounting,Compliance, Risk, IT, vendors, and other stakeholders to strengthen servicingcontrols, support audits and regulatory reviews, improve processes, andimplement technology solutions that enhance efficiency, scalability, and theborrower experience. You will also coach and develop associates, monitor dailyperformance and deliverables, provide updates on regulatory and processchanges, and recommend procedural improvements to ensure servicing operationsremain accurate, current, and customer-focused.

Requirements:

Toqualify for this role, you must have a bachelor’s degree in BusinessAdministration, Finance, Accounting, or an equivalent combination of educationand experience, along with at least five years of mortgage servicing experienceand a strong understanding of loan processing and documentation. You shouldalso bring prior supervisory experience, demonstrated teamwork and customerservice skills, knowledge of real estate lending criteria, compliance, andfederal and state regulations, strong verbal and written communication skills,and the ability to think creatively and solve issues independently.

Bonus Points:

• Encompass, AUS (LP & DU), Navigator, Director, Microsoft Suite including Outlook, FHA Connection, VA portal, GUS

What we can offer you:

• Medical, dental, vision, STD, LTD, Life insurance, etc.
• 17 days paid time off, 11 paid holidays and bereavement leave
• Education Assistance Program
• Paid Parental Bonding Leave
• Wellness benefits
• Life event coverage
• Service awards
• Financial benefits including 401(k) match, stock purchase plan and more
• Great deals on both national and local discounts on everything from computers and vacations to phones and retail shopping.
• Logo wear discounts
• Free checking account, checks and discounted bank services

This position will be located at:

Ft. Mitchell

About Us:

Heartland Bank, a Division of German American Bancorp, and its family of financial services companies employ talented, compassionate people throughout the organization, truly making German American special. Delivering genuine, customized, personal service with a focus on truly serving customers andcommunities well, our employees bring the Shield of Excellence commitment to life with each and every interaction.