Senior Mortgage Servicing Operations Leader

Union Bank & Trust; United States; On-site; USD 110,000 - 140,000; Full time

Job summary

Union Bank & Trust is seeking a Mortgage Servicing Operations Manager to lead the performing loan servicing portfolio and drive process improvements while ensuring compliance with investor and regulatory requirements across 5,000–15,000+ loans. The role demands strategic leadership, risk awareness, and collaboration with Compliance, Audit, and senior management.

You will oversee training, performance management, and dashboard design, guiding teams through lifecycle stages, leveraging data

Qualifications

• Diploma or related field highly preferred (or equivalent industry relevant experience).
• Mortgage loan servicing experience with expertise across core servicing functions.
• Experience managing or supporting servicing portfolios within a moderate scale environment (5,000-15,000+ loans) or comparable complexity.
• At least 3 years in a leadership or management role, overseeing teams and driving performance.
• Must complete RCMS Level III within two years.
• Advanced knowledge of mortgage servicing strategy, operations, and lifecycle workflows with investor/agency guidelines.
• Experience supporting or leading departmental projects, system enhancements, or process improvements.
• High proficiency in Microsoft Office Suite and digital collaboration tools.
• Experience with Encompass and Fiserv Navigator servicing systems preferred.

Responsibilities

• Manage daily operations of the performing loan servicing portfolio, ensuring service standards, regulatory timelines, and investor requirements are met.
• Oversee customer service performance through leadership, including call quality and borrower experience.
• Lead process development, documentation review, and department projects across the loan servicing lifecycle.
• Monitor operational risk and collaborate to minimize risk while maintaining efficiency.
• Provide leadership in budgeting and financial monitoring.
• Oversee talent acquisition, workforce planning, and performance management.
• Deliver training, mentoring, and coaching to team members; promote cross-training.
• Conduct employee performance reviews and address personnel issues.

Skills

Leadership

Regulatory knowledge

Data analysis

Microsoft Office

Customer experience

Communication

Education

Diploma or related field (or equivalent experience)

RCMS Level III within two years

Tools

Encompass

Fiserv Navigator

Job description

Union Bank & Trust is seeking a Mortgage Servicing Operations Manager to lead the performing loan servicing portfolio and drive process improvements while ensuring compliance with investor and regulatory requirements across 5,000–15,000+ loans. The role demands strategic leadership, risk awareness, and collaboration with Compliance, Audit, and senior management.

You will oversee training, performance management, and dashboard design, guiding teams through lifecycle stages, leveraging data