Senior Loan Servicing & Operations Leader

Habitat For Humanity Of Durham; Durham (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

Self-Help seeks a Servicing and Operations Manager in Durham, NC to lead the full lifecycle of consumer and mortgage loans, ensuring GSE compliance and driving risk-mitigating strategies across the portfolio.

You will supervise the team, coordinate reporting, conduct vendor and sub-servicer reviews, and partner with cross-functional staff to uphold servicing standards and regulatory requirements, supporting economic justice goals.

Qualifications

• Bachelor’s degree OR equivalent related experience.
• 7 years of experience in compliance, finance, loan operations, loan servicing and/or loss mitigation.
• Excellent leadership skills with a proven ability to lead, motivate, and supervise employees, as well as operate as a working manager with a hands‑on approach.
• Strong commitment to our mission – creating economic opportunity for traditionally underserved communities.
• Deep knowledge of the mortgage industry, lending principles, and products.
• Ability to build and maintain productive relationships throughout the organization and with servicing and vendor partners across multiple locations throughout the US.
• Ability to collaborate with management to create a Secondary Market leadership vision as well as strategize methods to implement.
• Preference for working in organizations that place priority on teamwork and collaboration.
• Keen attention to detail and excellent problem‑solving skills.
• Ability to hire, develop, and supervise staff.
• Ability and willingness to learn new asset classes, servicing strategies, and engage with the portfolio on a loan‑level basis, as needed.
• Strong written and verbal communication skills and ability to present information in an effective manner.
• Proficient in Microsoft products, including Outlook, Word, PowerPoint, Office365; advanced Excel skills and aptitude to quickly learn other data systems.
• Familiarity with loan servicing systems.
• Ability and willingness to work overtime as needed.
• Ability to demonstrate Self-Help's Core Values: Mission Before Self, Service With Excellence, Embracing & Promoting Change, Results Not Credit, Diversity as a Strength, Financial Sustainability for Mission Impact

Responsibilities

• Manage the full servicing of loans, both consumer and mortgage, within the portfolio from acquisition through liquidation.
• Maintain deep understanding of GSE policies, requirements, and guidelines and ensure GSE sub-servicers meet requirements.
• Monitor whole loan sub-servicers and ensure they are compliant with Self-Help requirements.
• Respond to requests from third parties, including GSEs, vendors, and sub-servicers, and work with them to resolve loan or portfolio issues.
• Continuous assessment of loan portfolio performance and risk, loss mitigation activities, and default management activities, with recommendations for strategic improvements.
• Work with staff and Systems and Reporting work group to ensure accurate and timely reporting across all servicing activities.
• Manage servicer reviews for prospective purchases including evaluating policies and procedures, system controls, and transactional reports.
• Manage the Team’s loss mitigation activities including strategies, policies, and processes to increase borrower success and mitigate losses.
• Manage the Team’s default servicing operations, including policies and procedures to mitigate financial losses due to repossession, charge-off, foreclosure, deed-in-lieu, short sales, and property disposition.
• Monitor loan-level milestones to ensure timely progression and minimize losses.
• Continually monitor industry standards to ensure compliance and best practices.
• Oversee the Team’s Quality Control program, including review, analysis and identification of loans with repurchase or credit risk potential.
• Maintain cooperative relationships with QC third-party partners, including GSEs, lenders, and vendors.
• Manage due diligence of underwriting quality, data validation and collateral assessment.
• Analyze lending product terms for origination risk and feasibility for front-end infrastructure and operations.
• Oversee document management responsibilities for assets acquired by the Secondary Market Team, including the document custody program and audits.
• Ensure all collateral files contain required documents and that documents are endorsed and assigned.
• Monitor industry and GSE requirements to ensure compliance with document management standards.
• Manage annual audits of sub-servicers to mitigate regulatory risk and ensure compliance; create remediation plans.
• Manage vendor review process with Process Unity and Vendor Management Team.
• Ensure compliance with GSE guidelines and applicable laws for servicing loans, loss mitigation, and charge-off.
• Ensure all Secondary Market purchase and QC activities remain compliant; maintain QC Policies and Procedures.

Skills

Leadership

Mortgage industry knowledge

Relationship building

Communication skills

MS Office proficiency

Education

Bachelor’s degree or related experience

Tools

Microsoft Excel

Office 365

Job description

Self-Help seeks a Servicing and Operations Manager in Durham, NC to lead the full lifecycle of consumer and mortgage loans, ensuring GSE compliance and driving risk-mitigating strategies across the portfolio.

You will supervise the team, coordinate reporting, conduct vendor and sub-servicer reviews, and partner with cross-functional staff to uphold servicing standards and regulatory requirements, supporting economic justice goals.