Senior Loan Servicing & Operations Leader

Testing Site - JPMC; Columbus (OH); On-site; USD 110,000 - 160,000; Full time

Job summary

JPMorganChase in Columbus, OH is seeking a Loan Servicing Manager III to lead a team of loan servicing specialists, ensuring accurate interpretation of loan documents, timely execution, and strong operational controls.

You will partner with product and operations leadership, drive continuous improvement, mentor future leaders, and manage budgeting and strategic planning to meet business objectives.

Qualifications

• Bachelor's degree in banking or financial services is required.
• Minimum seven years of management experience in loan servicing operations or customer service within financial services.
• Proven experience leading diverse teams to drive performance and continuous improvement.
• Advanced proficiency in conflict management with a record of resolving complex issues with stakeholders.
• Expertise in strategic planning and making impactful decisions aligned to long-term goals.
• Experience designing and implementing work processes with measurable efficiency, quality, and risk outcomes.
• Strong analytical and problem-solving skills in a high-paced environment.
• Excellent verbal and written communication and customer de-escalation skills.
• Proficiency with Microsoft software tools.
• Demonstrated ability to mentor and develop future leaders through coaching and feedback.
• Deep understanding of loan servicing and lending services, including interpreting loan documents and managing deadlines.

Responsibilities

• Lead and develop a loan servicing team to deliver high-quality portfolio servicing and strong operational controls.
• Oversee accurate interpretation of loan documents and on-time execution across servicing workflows and deadlines.
• Drive a culture of continuous improvement and performance, mentor and nurture future leaders through coaching and feedback.
• Resolve complex issues using advanced conflict management while partnering with internal and external stakeholders.
• Identify, develop, revise, and implement processes, controls, policies, and procedures to enhance efficiency, quality, and risk control.
• Champion adoption of new tools and applications; oversee implementation to ensure system-of-record effectiveness and high-quality portfolio data.
• Collaborate with product leadership, operations leadership, senior management, and cross-functional partners to deliver business objectives.
• Participate in long-term strategic planning and annual budgeting; determine team structure and resource allocation to support growth.
• Support training, coaching, and continuous improvement to build a high-performing team.
• Ensure timely execution of daily controls and adherence to key performance indicators; maintain regulatory compliance and audit readiness.
• Maintain excellence in customer service, relationship management, and accurate system-of-record maintenance for the portfolio.

Skills

Loan servicing

Team leadership

Conflict management

Strategic planning

Mentoring

Data analysis

Budgeting

Cross-functional collaboration

Education

Bachelor's degree

Tools

Microsoft Office

Job description

JPMorganChase in Columbus, OH is seeking a Loan Servicing Manager III to lead a team of loan servicing specialists, ensuring accurate interpretation of loan documents, timely execution, and strong operational controls.

You will partner with product and operations leadership, drive continuous improvement, mentor future leaders, and manage budgeting and strategic planning to meet business objectives.