Mtg Servicing Department Head

Position Summary: The Mortgage Servicing Department Head is responsible for the leadership, strategic direction, and overall performance of the Bank's mortgage servicing organization. This role owns both the day-to-day operations and long-term strategy of mortgage servicing, ensuring all functions are performed in accordance with investor requirements, agency guidelines, regulatory expectations, Bank policies, and customer service standards. This leader manages through managers and functional leaders to drive alignment across servicing operations, servicing finance and controls, customer experience, and process improvement. The position is accountable for developing leaders, strengthening operational controls, enhancing scalability, and driving meaningful process improvements to support long-term portfolio growth. The Mortgage Servicing Department Head brings broad mortgage servicing leadership experience, rather than deep specialization in a single discipline. This role requires strong executive presence and the ability to balance operational discipline with people-centered leadership, challenge assumptions, and lead change in a way that improves both performance and employee engagement.

Essential Functions

Department Leadership

• Establish priorities, performance expectations, and accountability across mortgage servicing functions.
• Develop, coach, and mentor managers and future leaders, fostering a culture of collaboration, continuous improvement, and customer service excellence.
• Represent mortgage servicing in leadership discussions, strategic initiatives, project planning, audits, examinations, and cross-functional decision-making.

Servicing Operations

• Oversee mortgage servicing operations, including loan servicing, customer experience, servicing finance and controls, loan administration, escrow administration, insurance administration, and related functions.
• Ensure all servicing activities are performed accurately, timely, and in compliance with regulatory, investor, agency, and Bank requirements.
• Monitor service levels, operational performance, staffing needs, escalated issues, and overall departmental effectiveness.

Strategic Leadership and Organizational Development

• Lead the development of a scalable mortgage servicing organization that supports portfolio growth, operational excellence, risk management, and customer experience.
• Evaluate organizational structure, processes, technology, reporting, and resource allocation to drive efficiency and effectiveness.
• Partner with leadership to prepare for future servicing capabilities and organizational growth, including integration of default servicing functions.

Change Leadership and Process Improvement

• Lead operational change initiatives that strengthen controls, improve efficiency, enhance the customer experience, and support long-term business objectives.
• Champion continuous improvement and innovation while balancing employee engagement, operational readiness, and organizational priorities.
• Participate in servicing-related system enhancements, technology initiatives, workflow optimization, testing, and implementation efforts.

Risk, Compliance, and Controls

• Ensure servicing activities comply with applicable laws, regulations, investor requirements, agency guidelines, and Bank policies.
• Maintain an effective first-line control environment by identifying, assessing, and mitigating operational and compliance risk.
• Lead servicing participation in audits, examinations, investor reviews, issue remediation efforts, regulatory reviews, and management action plans.

Financial and Performance Management

• Establish and monitor departmental goals, performance metrics, key risk indicators, and key performance indicators.
• Support budgeting, staffing recommendations, resource planning, and business case development.
• Hold leaders accountable for achieving operational, service, quality, and risk management objectives.

Vendor and Business Partnership

• Oversee servicing-related vendor relationships, system utilization, third-party performance, issue escalation, and operational readiness.
• Partner with internal stakeholders to ensure servicing objectives, customer needs, and operational requirements are effectively addressed.
• Serve as a trusted resource on mortgage servicing matters across the organization.

Other Duties

• Ensure team members are trained and comply with bank policy, laws, and regulations applicable to their roles. Monitor their adherence to internal controls and take action to address employee performance issues.
• Understand and adhere to all applicable bank policies, laws, and regulations applicable to the role. Complete required compliance training. Follow internal processes and controls as required.
• Report all compliance issues, violations of law or regulations in accordance with the steps defined in Bank policies.
• Perform or assist with other job-related duties or special projects as assigned.
• Regular and reliable attendance is an essential function of this position.

Qualifications

• Bachelor's degree in business, finance, accounting, management, economics, or a related field.
• 15+ years of progressive mortgage servicing experience.
• 10+ years of leadership experience, including oversight of managers, functional leaders, or multiple operational areas.
• Experience within a mortgage servicing organization supporting portfolios of 5,000-15,000+ loans, or equivalent operational complexity in an agency- or investor-driven servicing environment.
• Broad exposure across multiple mortgage servicing disciplines.
• Strong knowledge of mortgage servicing regulations, investor requirements, operational controls, and industry best practices.
• Experience with Fannie Mae and Mortgage Partnership Finance (MPF) servicing requirements.
• Demonstrated success leading organizational change, process improvement, and operational transformation initiatives.
• Experience in one or more of the following areas preferred:
  
  
  
  • Retained servicing bank environments.
  • Servicing finance, investor reporting, custodial account management, reconciliations, or mortgage accounting functions.
  • Default servicing operations, including collections, loss mitigation, bankruptcy, or foreclosure.
  • Leading servicing system implementations, workflow automation, or operational modernization initiatives.
  • Encompass, Fiserv Navigator, or comparable mortgage servicing platforms.
  
  
  
  

Preferred Talents

• Strategic thinker with strong operational execution capability.
• People-focused leader who develops managers and builds future leaders.
• Demonstrates strong executive presence and sound professional judgment.
• Effective change leader who balances urgency with employee adoption and engagement.
• Comfortable challenging assumptions and benchmarking internal practices against industry standards.
• Strong ownership mindset with a focus on accountability, delivery, and follow-through.
• Collaborative partner who builds trust and alignment across departments.
• Data-informed decision maker and problem solver.
• Clear, concise communicator who can translate complex servicing concepts into understandable terms.
• Customer-focused leader with a strong commitment to control, compliance, and risk management.
• Ability to establish structure, clarify roles and ownership, and reduce ambiguity.
• Calm, credible leader who performs effectively in high-pressure or high-stakes situations.

Working Environment:

• Indoor work - not exposed to outdoor elements or hazards.
• Some sedentary work and occasional lifting and/or carrying up to 20 pounds.
• This role is eligible for hybrid work from home opportunity under the work from home guidelines upon completion of onboarding.