Senior Loan Servicing & Operations Manager

Self-Help Credit Union; Durham (NC); On-site; USD 90,000 - 130,000; Full time

Job summary

Self-Help Credit Union in Durham, NC seeks a Servicing and Operations Manager to direct the full loan servicing lifecycle from acquisition to liquidation, ensuring GSE compliance and strong risk controls. You will lead a team, manage sub-servicers, and drive loss mitigation strategies to protect portfolio performance.

The role requires 7 years in compliance/loan operations, a bachelor’s degree or equivalent, and exceptional leadership, communication, and Excel skills.

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 hands-on management style.
• Strong commitment to creating economic opportunity for underserved communities.
• Deep knowledge of mortgage industry, lending principles, and products.
• Ability to build and maintain productive relationships across locations.
• Ability to collaborate to create Secondary Market leadership vision.
• Preference for teamwork and collaboration.
• Keen attention to detail and strong problem-solving skills.
• Ability to hire, develop, and supervise staff.
• Willingness to learn new asset classes and servicing strategies.
• Strong written and verbal communication skills.
• Proficient in Microsoft products; advanced Excel; quick to learn data systems.
• Familiarity with loan servicing systems.
• Willingness to work overtime as needed.
• Demonstrate Self-Help's Core Values.

Responsibilities

• Manage the full servicing of loans (consumer and mortgage) from acquisition through liquidation.
• Monitor GSE policies and ensure sub-servicers meet requirements.
• Ensure sub-servicers comply with Self-Help guidelines.
• Respond to requests from GSEs, vendors, and sub-servicers and resolve issues.
• Assess loan portfolio performance and risk; suggest strategic improvements.
• Coordinate with staff and reporting groups for timely servicing reports.
• Manage servicer reviews for prospective purchases and evaluate policies and controls.
• Lead loss mitigation strategy development and implementation.
• Oversee default servicing operations to minimize losses and repossessions.
• Oversee Quality Control programs and third-party partners.
• Oversee document management and custody for assets; ensure audits are timely.

Skills

Leadership

Communication

Teamwork

Problem solving

Staff development

Education

Bachelor’s degree or equivalent

Tools

Microsoft Excel

Outlook

Word

PowerPoint

Office365

Job description

Self-Help Credit Union in Durham, NC seeks a Servicing and Operations Manager to direct the full loan servicing lifecycle from acquisition to liquidation, ensuring GSE compliance and strong risk controls. You will lead a team, manage sub-servicers, and drive loss mitigation strategies to protect portfolio performance.

The role requires 7 years in compliance/loan operations, a bachelor’s degree or equivalent, and exceptional leadership, communication, and Excel skills.