The primary function of this position is to assist Community Credit Union of Florida in living out our Mission, “Always improve the financial well-being of our members and make a positive difference in our community.” One of the primary means to achieve this mission is to develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership, while ensuring that outstanding service is delivered to both internal and external members and stakeholders.
The Mgr, Mortgage Loan Servicing, is responsible for leading the servicing team, maintaining regulatory compliance, optimizing operational efficiency, and delivering exceptional member experience. The manager serves as the primary point of escalation for servicing issues and plays a key role in developing staff, improving processes, and supporting organizational goals.
Community Credit Union of Florida is an equal opportunity employer (EEO) that supports a drug-free workplace.
ESSENTIAL DUTIES
The Mgr, Mortgage Loan Servicing will oversee the daily operations of the mortgage servicing team, ensuring efficiency. This role requires a strong leader with extensive knowledge of compliant mortgage lending, excellent organizational skills, and the ability to manage the team effectively.
Leadership & Team Management
- Provide daily leadership, coaching, and performance management for the mortgage servicing team.
- Recruit, train, and develop staff to ensure strong job knowledge, accuracy, and service quality.
- Conduct regular one-on-one meetings, performance evaluations, and ongoing skills development.
- Foster a culture of accountability, professionalism, and continuous improvement.
Mortgage Servicing Operations
- Oversee all servicing activities, including payment processing, escrow administration, payoff requests, lien releases, and force-placed insurance.
- Ensure timely and accurate completion of high-risk tasks such as tax disbursements, insurance monitoring, MI premium processing, and satisfaction recording.
- Monitor daily workflows to ensure service levels, accuracy standards, and regulatory timelines are met.
- Resolve complex member issues and escalations with professionalism and sound judgment.
Compliance & Risk Management
- Ensure servicing operations comply with federal and state regulations, agency guidelines, and internal policies.
- Maintain strong internal controls to mitigate financial, operational, and regulatory risk.
- Partner with Compliance, Accounting, Underwriting, and Risk teams to address findings and implement corrective actions.
- Stay current on regulatory changes affecting mortgage servicing and update procedures accordingly.
- Follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.
Process Improvement & Quality Control
- Evaluate existing processes and identify opportunities to improve efficiency, accuracy, and member experience.
- Develop, update, and maintain clear and compliant Standard Operating Procedures (SOPs) and job aids.
- Implement quality control measures to monitor accuracy and reduce recurring errors.
- Lead or support servicing-related projects, system enhancements, and cross-department initiatives.
Member Experience & Communication
- Ensure all member interactions are handled with professionalism, accuracy, and empathy.
- Provide guidance to staff on complex account inquiries, payment disputes, escrow questions, and regulatory notices.
- Collaborate with internal partners, including Originations, Collections, Branches, and Executive Leadership, to support seamless member service.
Reporting & Performance Monitoring
- Prepare and analyze servicing reports, including escrow, payoff, and operational performance metrics.
- Track team productivity, accuracy, and service levels to ensure departmental goals are met.
- Present servicing updates and performance trends to leadership as required.
Performs all other duties as assigned and works on special projects as assigned.
ENVIRONMENT AND PHYSICAL ACTIVITY
The environment for this position is an open office that is clean and comfortable. It may include some minor annoyances such as noise, odors, drafts, etc. The incumbent is in a non-confined office-type setting in which the individual is free to move about at will and includes driving a vehicle as needed in the course of the incumbent’s duties. This position may also offer a hybrid work arrangement, allowing for a combination of on site and remote work, based on business needs and role requirements.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
While performing the duties of this job, the employee is frequently required to spend time writing, typing, speaking, listening, lifting (up to 25 pounds), carrying, seeing (such as close, color, and peripheral vision, depth perception, and adjusted focus), sitting for long periods of time (up to 8 hours), pulling, walking, standing, squatting, kneeling, and reaching.
The incumbent for this position must be able to operate routine office equipment, including any or all of the following: computer, telephone, copy and fax machines, calculator, camera equipment, and an automobile.
MENTAL DEMANDS
The incumbent in this position must be able to: read and interpret documents or instruments, perform highly detailed work, assist or guide problem solving, resolve employee issues, perform mathematical functions, conduct meetings and presentations, prepare written communication, perform analytical reasoning, withstand stress, handle multiple, concurrent tasks, and constant interruptions. Possess excellent member contact and verbal and written communication skills.
POSITION REQUIREMENTS
These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.
Associate degree; and/or three (3) to five (5) or more years of related experience and/or training; or the equivalent combination of education and experience. Work-related experience should consist of financial institution sales and mortgage lending with exceptional customer service. Two years in a supervisory or management role.- Current Florida driver’s license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.
The incumbent must be able to perform this position safely, without endangering the health or safety of the individual or others.
Management reserves the right to change this position description at any time according to business needs.
