Servicing and 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

WHO We Are:
Self-Help started in 1980 with a focus on economic inequality, especially in communities that have faced systemic barriers to building wealth. At the core of what Self-Help does is a drive to create and protect ownership and economic opportunity. In other words, we’re committed to economic justice! Economic Justice means that all communities have the basic infrastructure they need to thrive, from high-quality schools to grocery stores selling fresh food resources that support opportunities at a neighborhood level regardless of demographics, income, or wealth. Since our founding, we’ve constantly sought new ways to pursue greater economic justice: from providing fair and affordable loans to working with partners to demand that lawmakers change unjust policies.

Job Description
WHO We Are:
Self-Help started in 1980 with a focus on economic inequality, especially in communities that have faced systemic barriers to building wealth. At the core of what Self-Help does is a drive to create and protect ownership and economic opportunity. In other words, we’re committed to economic justice! Economic Justice means that all communities have the basic infrastructure they need to thrive, from high-quality schools to grocery stores selling fresh food resources that support opportunities at a neighborhood level regardless of demographics, income, or wealth. Since our founding, we’ve constantly sought new ways to pursue greater economic justice: from providing fair and affordable loans to working with partners to demand that lawmakers change unjust policies.
We are seeking a Servicing and Operations Manager to join our Durham, NC. team

WHAT You’ll Do

• Manage the full servicing of loans, both consumer and mortgage, within the portfolio from acquisition through liquidation including:
• Maintain deep understanding of GSE policies, requirements, and guidelines as well as ensuring that government-sponsored enterprises (GSEs) sub-servicers meet GSE Guide 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, and provide recommendations for strategic improvements to help mitigate risk and improve portfolio performance.
• 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 the development and implementation of strategies, policies, and processes designed to increase borrower success and mitigate potential losses.
• Manage the Team’s default servicing operations, including the development and implementation of policies and procedures to mitigate financial losses due to repossession, consumer loan charge-off, foreclosure, deed-in-lieu, short sales, and property disposition.
• Monitor loan-level milestones to ensure timely progression and to minimize losses.
• Continually monitor industry standards to ensure compliance and best practices.

OPERATIONS

• Oversee the Team’s Quality Control program, including
• Manage quality control 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. Ensure that QC requirements are clear and achieved.
• Analyze lending product terms for origination risk and operational feasibility for front-end infrastructure and operations.
• Oversee the document management responsibilities for the assets acquired by the Secondary Market Team, including
• Manage the document custody program including multiple third-party custodians.
• Ensure audits of document custodians are completed accurately and on time.
• Ensure all collateral files contain required documents including: an executed Note, recorded Mortgage or Deed of Trust, & Final Title Policy.
• Ensure monitoring that all documents are accurately endorsed and assigned.
• Monitor industry and GSE requirements to ensure compliance with document management standards.

COMPLIANCE

• Manage annual audits of sub-servicers, both internal and external, to mitigate regulatory risk and ensure compliance with GSEs and Self-Help policies and servicing standards. Create and monitor remediation plans for any noted defects.
• Manage vendor review process, including working with Process Unity and Self-Help’s Vendor Management Team to onboard new servicers/vendors and to review existing servicers/vendors on a regular and recurring basis, as needed.
• Ensure compliance with GSE guidelines and applicable laws for servicing loans, loss mitigation, and charge-off.
• Ensure all Secondary Market purchase and quality control activities remain in compliance with regulatory and organizational requirements; oversee maintenance of QC Policies and Procedures as well as underwriting guidelines.

STAFF MANAGEMENT

• Oversee the management and development of direct reports including providing Secondary Market guidance, providing on-going feedback and coaching, and stewarding the development process.
• Work with direct reports to set individual performance and development goals, tracking progress against goals, and provide mid-year and annual progress reviews.

What You’ll Need

• 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

Self-Help is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Self-Help is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Company Disclaimer
Self-Help is committed to providing equal employment opportunities to all persons, regardless of race, religion, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression (including transgender status), age, sexual orientation, military and veteran status, class or family status.