Mortgage Servicing Manager

Overview

Old National Bank has been serving clients and communities since 1834. With over $70 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving. 

We continually seek highly motivated and talented individuals as our people are critical to our success. In return, we offer competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance.  401K, continuing education opportunities and an employee assistance program are also included in our benefit suite. Old National also offers a variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization.  We offer a unique opportunity to join a growing, community and client-focused company that is firmly rooted in its core values.

Responsibilities

The Mortgage Servicing Manager is a people leader accountable for the performance and results of multiple mortgage servicing teams, with primary responsibility for escrow, insurance, and special loans operations. The manager leads supervisors/managers both onshore (Gold team) as well as offshore(Blue team) translating departmental plans into short-term operating priorities, allocating resources, strengthening controls, developing talent, and resolving operational challenges across interconnected servicing processes. 

The role ensures tax, hazard, flood, force-placed insurance, specialty loan maintenance, payment, payoff, boarding, and quality-assurance activities are completed accurately, timely, and in accordance with investor, regulatory, contractual, and bank requirements while delivering consistent customer and partner experience. 

Salary Range

The salary range for this position is $83,300/yr - $168,400/yr plus bonus. The base salary indicated for this position reflects the compensation range applicable to all levels of the role across the United States. Actual salary offers within this range may vary based on a number of factors, including the specific responsibilities of the position, the candidate’s relevant skills and professional experience, educational qualifications, and geographic location.

Primary Responsibilities 

Operational Leadership and Service Delivery 

• Lead teams responsible for daily escrow, insurance, and special loans operations, establishing priorities and clear ownership across related workflows.
• Align employee and vendor capacity to service-level, quality, productivity, control, and exception-aging objectives; address backlogs, breakdowns, and single points of failure.
• Oversee escalated customer, investor, financial-institution, and internal-partner issues; ensure timely resolution, root-cause analysis, and appropriate communication.
• Use operating metrics, trend analysis, and risk indicators to identify emerging issues, make resource trade-offs, and provide concise recommendations to senior leadership.

Escrow and Insurance Servicing 

• Oversee tax, hazard, flood, private mortgage insurance, loss-claim, and force-placed insurance administration, including payments, maintenance, reconciliations, exceptions, and vendor activity.
• Ensure escrow analyses, disbursements, refunds, shortages, surpluses, delinquency follow-up, and related borrower communications are accurate and timely.
• Manage assigned tax and insurance vendors, including service levels, quality, contractual performance, costs, issue escalation, and corrective actions.

Special Loans and Specialty Servicing 

• Lead specialty loan boarding and maintenance, including review of newly boarded loans, manual boarding exceptions, system setup, purchase advice, service-transfer maintenance, and conversion-related changes.
• Oversee specialty payment activity, including payment posting and reversals, funds-management exceptions, payoffs, unapplied-funds resolution, refunds, wires, ACH activity, and balancing controls.
• Ensure accurate administration and quality review of adjustable-rate loans, construction rollovers and draws, recasts, secondary structures, purchased loans, and other non-standard servicing requirements assigned to the function.
• Maintain effective controls for deceased-borrower requests, legal or documentation requests, credit reporting adjustments, one-time payments, and other complex account-maintenance activity within the team scope.
• Partner with Mortgage Operations, Investor Reporting, Accounting, Treasury, Client Care, Technology, Compliance, Risk, and vendors to resolve cross-process exceptions and strengthen end-to-end ownership.

Risk, Compliance, Controls, and Resilience 

• Own and oversee assigned first-line controls(RCSA), reconciliations, evidence retention, key-risk indicators, issue remediation, and escalation of threshold breaches.
• Maintain compliance with applicable investor, agency, insurer, federal, state, and internal requirements, including Fannie Mae, Freddie Mac, FHLBI, FHA, USDA, VA, RESPA, flood insurance, and bank policies.
• Support Compliance, Quality Assurance, Internal Audit, investor reviews, and regulatory examinations; ensure findings and corrective actions are completed sustainably and on time.
• Execute business-continuity responsibilities, recovery testing, critical-process readiness, cross-training, and third-party risk escalation.

People, Capacity, and Financial Leadership 

• Lead professional employees and, where assigned, supervisors or team leads; set clear expectations, coach performance, and reinforce accountability for outcomes and controls.
• Develop technical and leadership capability through individual development plans, cross-training, succession planning, and subject-matter-expert bench strength.
• Forecast workload and make near-term staffing, overtime, vendor-capacity, and resource decisions that balance service, control performance, customer impact, and cost.
• Use productivity, cost-to-serve, vendor variance, and capacity information to recommend improvements and support departmental planning.

Process Improvement, Technology, Automation, and AI 

• Lead approved workflow, system, automation, and AI-enabled changes using control-by-design principles.
• Coordinate process mapping, requirements, user acceptance testing, implementation readiness, change adoption, procedure updates, and benefit tracking.
• Ensure process changes maintain or improve service, quality, regulatory compliance, control performance, and operational resilience.

Key Competencies 

Business Expertise 

Understands mortgage servicing processes, controls, structures, platforms, and automation. Connects interdependent functions and translates strategy into measurable service, quality, productivity, and control outcomes. 

Leadership 

Leads employees and supervisors across multiple teams, sets priorities, allocates resources, manages complexity, provides candid feedback, and models integrity, accountability, and sound judgment. 

Problem Solving 

Uses data, controls, and root-cause analysis to resolve complex issues, assess broader impacts, establish risk ownership, meet remediation commitments, and prevent recurrence. 

Impact 

Makes evidence-based staffing, vendor, and investment trade-offs that deliver measurable service, risk, capacity, or financial benefits. 

People Development 

Builds engaged, accountable teams through coaching, development, succession planning, and technical bench strength while aligning partners to enterprise outcomes. 

Collaboration and Communication 

Collaborates across functions and delivers concise recommendations that clarify decisions, evidence, risks, ownership, and next steps. 

Accountability 

Owns results, critical-process readiness, vendor performance, and timely escalation and closure of third-party, continuity, and corrective-action risks. 

Interpersonal Skills 

Influences others, builds commitment to change, removes adoption barriers, and sustains measurable cross-team process, technology, automation, and AI improvements. 

Qualifications 

• Bachelor's degree in Business, Finance, Management, or a related field, or equivalent experience.
• Seven or more years of mortgage servicing, specialty servicing, banking operations, escrow, insurance, payments, or related experience.
• Three or more years of formal people-leadership experience; experience leading professional employees, supervisors, or multiple related workflows is preferred.
• Demonstrated knowledge of mortgage servicing regulations, investor requirements, specialty loan administration, operational controls, reconciliations, vendor oversight, and issue remediation.
• Strong leadership, communication, analytical, organizational, financial, change-management, and problem-solving skills.
• Proficiency with Microsoft Office and servicing platforms. MSP/ICE Mortgage Technology, Black Knight Passport, wire/ACH processes, and third-party vendor-management experience are preferred.

Key Measures of Success 

• Achieves service-level, quality, productivity, control, and exception-aging targets across escrow, insurance, and special loans operations.
• Maintains effective controls, timely reconciliations and remediation, strong audit and investor-review outcomes, and operational readiness.
• Develops and retains an engaged team with clear accountability, documented cross-training, effective backup coverage, and succession readiness.
• Reduces recurring exceptions and customer escalations through root-cause correction and improved end-to-end ownership.
• Delivers measurable service, capacity, quality, risk, customer, or cost benefits through process, technology, automation, and vendor improvements.
• Demonstrates the broad leadership standards by managing through others, adapting plans, allocating resources, and owning results across related teams.

Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles. 

As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law. 

We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, SVP, to fill a specific position.

Our culture is firmly rooted in our core values.

We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical.

We are Old National Bank.  Join our team!