Supervisor, Mortgage Loan Servicing

Job Description

This position is responsible for assisting the Department Manager in the administration and supervision of the Mortgage Loan Servicing Department and employees in the timely and accurate completion of all tasks and member request's regarding their first mortgage loan (including, but not limited to, FNMA conforming products, CHFA, El Paso Bond program, FHA and VA), construction loans, land loans and employee loans. This individual will also be responsible for day to day monitoring of the Mortgage Loan Servicing Staffs workload, monitoring and assigning tasks and member requests as necessary, assisting with training, participating on the management team, assisting with work priorities, implementing new requirements, streamlining workflows where possible, and member/staff complaint resolution. They will remain informed of current practices in Mortgage Loan Servicing. They will assist in developing internal work procedures and policies consistent with departmental and overall Credit Union goals.

Essential Functions

• Mortgage Loan Servicing Operational Oversight
  • Address escalated member concerns.
  • Provide support answering questions relating to guideline and regulatory interpretations.
  • Liaison for escalated situations for internal and external members, and 3rd party vendors.
  • Assist with daily frontline workload as necessary.
  • Assessing and prioritizing the daily workload.
  • Pipeline management.
  • Staff scheduling.
• Mortgage Loan Servicing Staff Alignment / Department Development
  • Coach and develop staff weekly.
  • Address personnel issues / best practices as needed.
  • Write and deliver performance evaluations.
  • Assess and revise performance standards to align with strategic department goals / regulatory changes.
  • Research, recommend, and implement approved process and/or procedural changes.
  • Work on special projects as needed for revision of department standards (for example, researching various regulatory or investor guidelines, emerging industry standards / technology)
• Bank Secrecy Act
  • Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for this Position:

• Preferred: Bachelor's Degree in Finance, Business Administration, Accounting, Economics, Management, Marketing, Sociology, Sales Management, or Organizational Leadership.
• Required: 2+ relevant lending, insurance, or financial services experience.
• Required: 1+ years supervisory or team leadership experience.

Technical or Specialized Knowledge/Skills:

• Advanced conflict resolution and problem solving skills.
• Ability to lead by example and be a positive role model to others.
• Possess leadership abilities.
• Self-motivated.
• Ability to give oral presentations to a group.
• Ability to recognize needed improvements and take necessary steps to implement changes.
• Strong interpersonal communication skills.
• Ability to coach and mentor staff, providing support and direction.
• Able to train staff with clear and concise communication orally and in written form.
• Display positive, professional disposition/behavior.
• Extensive working knowledge of 1st mortgage products that may include Conventional, FHA, VA, construction, land and portfolio investment properties loans.
• Extensive knowledge of investor and lending regulatory guidelines.
• In depth understanding of the note and Deed of Trust and how they impact the servicing of the loan.
• Ability to analyze insurance claim adjuster reports, repair estimates, repair contracts, county requirements, and recognize potential red flags/fraud.
• Ability to analyze and problem solve to create positive outcomes for all interested parties.
• Able to make sound decisions in all aspects of the job.
• Organized, detail oriented, flexible and able to multi- task in an ever-changing environment.
• Ability to prioritize/manage workload and allocate resources.
• Initiative to meet and/or exceed job standards and willingness to take on other tasks that aren't part of their regular job.
• Ability to work with peers in other departments for necessary crossover functions.
• Proficient with the Microsoft Office Suite (Word, Excel, Outlook).

Additional Information

PAY RANGE: $71,000 to $83,000 Annually + 10% Annual Target Bonus(S15).
Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, location and internal pay equity.

BENEFITS:

• Generous 401(k) match
• 401k Discretionary Profit Sharing
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Short Term and Long Term Disability
• Health Savings Account with company contribution
• Employee Assistance Program
• Paid Vacation, Sick, Floating Holidays and Volunteer Time Off
• Paid Holidays
• Tuition Reimbursement
• Paid Parental Leave
  
  We anticipate this position to close on 10/21/2026. Please submit your application at your earliest convenience to be considered.
  
  Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
   

Compensation: 70000 to 83000 (USD) (YEARLY)