Manager – Loan Servicing - Credit Regulatory Oversight & Operational Integrity

The Manager, Credit Servicing Regulatory Oversight & Operational Integrity leads an integrated first-line oversight and assurance function supporting Credit Servicing. The position is responsible for three interrelated areas:
1. Regulatory Oversight and Monitoring
2. Operational Integrity and Data Analytics
3. Mortgage Collateral Custody

The Manager establishes risk-based monitoring practices to assess compliance with applicable laws, regulations, investor and insurer requirements, internal policies, procedures, and operational controls. The position identifies regulatory and operational risks, coordinates sustainable corrective actions, and provides management with timely and reliable reporting regarding findings, trends, remediation, and emerging risks.

The Manager serves as Credit Servicing’s primary coordinator for audits, examinations, investor reviews, and regulatory matters, working closely with Compliance, Risk, Legal, Internal Audit, Information Technology, Operations, and external service providers. The role also promotes operational integrity through data analysis, control enhancement, automation, process improvement, and effective collateral custody practices.
This is a hybrid position based at Oriental Center in San Juan, Puerto Rico.

MAIN DUTIES & RESPONSIBILITIES:

• Develop and maintain a risk-based monitoring framework covering Credit Servicing processes, applicable requirements, operational risks, key controls, responsible business units, review frequency, escalation criteria, and issue-management standards.
• Conduct or coordinate monitoring of Credit Servicing activities for compliance with applicable laws and regulations, investor and insurer requirements, contractual obligations, internal policies, procedures, and controls.
• Lead, coach, and develop quality analysts, compliance specialists, and other assigned employees. Establish priorities, drive accountability, and foster a culture of compliance, continuous improvement, innovation, and customer-centricity.
• Identify, assess, document, and escalate regulatory, operational, data, and control gaps; perform root cause analyses; and coordinate sustainable corrective action plans. Maintain clear ownership, target dates, evidence requirements, aging, escalation, validation, and closure standards through verified completion.
• Evaluate new or revised regulations, investor guidance, products, processes, system changes, and operational initiatives to determine their impact on Credit Servicing and its control environment. Advise leadership on regulatory risk, control design, procedural changes, operational decisions, and the practical implementation of new requirements.
• Coordinate Credit Servicing’s preparation for internal and external audits, regulatory examinations, investor reviews, and other oversight activities, including information requests, management responses, supporting evidence, commitments, and remediation tracking.
• Oversee recurring operational-integrity activities, including mass maintenance processes, management reports, dashboards, data remediation, and other high-impact or high-volume activities assigned to the unit.
• Apply data analytics to identify trends, exceptions, recurring errors, control breakdowns, and emerging risks, while assessing the reliability, completeness, and consistency of data used for monitoring, remediation, management reporting, and decision-making.
• Develop and maintain management information, including key risk indicators, key performance indicators, monitoring results, issue aging, corrective-action status, and operational trend reporting. Lead data-driven initiatives that reduce errors and cycle times, strengthen preventive controls, automate manual activities, improve workflows, and enhance the customer experience.
• Oversee the receipt, review, custody, tracking, safekeeping, release, and reconciliation of collateral documentation for mortgage and commercial loans in accordance with applicable legal, contractual, investor, internal-control, record-retention, and information-security requirements.
• Maintain effective controls over collateral-document movement, authorized access, exceptions, missing documentation, releases, reconciliations, and chain of custody.
• Other duties may be assigned.

MINIMUM REQUIREMENTS:

• Bachelor’s degree in Business Administration, Finance, Legal Studies, Accounting, Risk Management, or a related field required. Minimum education and experience requirements may be substituted with an equivalent combination of education, training, and relevant experience.
• Seven (7+) years of experience in credit servicing, mortgage servicing, audit, regulatory compliance, quality assurance, operational risk, or related disciplines, including at least three (3) years in a leadership role required. Strong mortgage servicing experience preferred.
• Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
• Strong knowledge of credit servicing operations across Mortgage, Commercial, Auto, Consumer, Credit Card, or related financial products.
• Extensive knowledge of financial institution regulations, internal controls, investor requirements, and credit servicing guidelines, including CFPB, RESPA, Fannie Mae, Freddie Mac, or related regulatory frameworks.
• Demonstrated expertise in designing, executing, and enhancing risk-based quality review, compliance, audit, and monitoring programs, including process-risk matrices, review plans, controls, findings, and corrective action plans.
• Strong root cause analysis and risk-assessment skills, with the ability to partner with business units to implement sustainable remediation and process improvements.
• Proven ability to lead audit-level discussions and serve as a liaison with internal and external auditors, regulators, examiners, investors, and other oversight parties.
• Experience developing management reports, dashboards, key performance indicators (KPIs), audit-status reporting, and compliance or operational-performance metrics. Proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook, required; experience with reporting, workflow, data-analysis, or automation tools preferred.
• Strong analytical, critical-thinking, decision-making, and problem-solving skills. Must be proactive, detail-oriented, innovative, and customer-focused, with the ability to identify emerging risks, establish priorities, and balance compliance, risk mitigation, operational efficiency, and customer experience.
• Strong leadership, coaching, communication, collaboration, influencing, and stakeholder management skills, with the ability to develop employees, drive accountability, manage competing priorities, and coordinate cross-functional initiatives.
• Effective written and verbal communication skills in English and Spanish required.

WORK AUTHORIZATION & ELEGIBILITY:

• Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
• Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)

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