Why have a job when you can build a career? We are proud to be defined by the excellent service and convenience offered to our members, as well as our diverse workforce and company culture. There are many reasons to work for MIDFLORIDA, which is probably why we were voted one of Florida Trend's "Best Places to Work." MIDFLORIDA offers a positive team culture, an open-door management style, a commitment to diversity, stability, competitive benefits, and a career path with a growing, successful company! Join us in our mission to improve the financial well-being of our members!
Provide overall leadership and oversight of the mortgage servicing function, ensuring the accurate, timely, and compliant administration of loans throughout their lifecycle.
Responsible for maintaining portfolio performance, safeguarding servicing data integrity, and delivering a high-quality, member-focused service experience while adhering to regulatory requirements, investor guidelines, and internal policies.
Directs and oversees all mortgage servicing activities, including payment processing, loan maintenance, payoffs, and recordkeeping, while ensuring accuracy and timeliness across all transactions.
Maintains the integrity of servicing systems and loan records, oversees system processes such as file transfers, and conducts audits to ensure operational consistency and quality.
Monitors portfolio performance, including payment activity, delinquencies, and operational metrics, and identifies trends to drive performance improvements. Reviews key servicing functions such as modifications and satisfactions, ensuring accuracy, compliance, and alignment with organizational standards.
Oversees escrow administration, including the collection, analysis, and disbursement of taxes and insurance, ensuring accurate application of borrower payments and reconciliation of accounts while maintaining full compliance with timing and disclosure requirements.
Ensures compliance with all regulatory requirements, investor guidelines, and internal policies, while establishing and monitoring internal controls to mitigate risk. Identifies, escalates, and resolves control gaps or policy violations, supports audits and regulatory reviews, and promotes a strong risk-aware culture across the servicing team.
Oversees the preparation and submission of regulatory and investor reports, including FHLB and monthly servicing reports, and ensures the accuracy of data related to delinquency, remittance, modifications, and exception tracking. Maintains documented reporting procedures and ensures timely and accurate submissions to external stakeholders.
Ensures delivery of prompt, accurate, and professional service to members and internal stakeholders by overseeing the resolution of complex servicing issues and escalated borrower inquiries. Promotes a service culture focused on responsiveness, accuracy, and an exceptional member experience.
Leads, coaches, and develops servicing staff to drive performance, accountability, and engagement, including training, cross-training, and performance management. Establishes staffing plans, conducts evaluations, maintains employee records, and fosters a collaborative, high-performing team aligned with organizational goals.
Develops, maintains, and updates servicing procedures and documentation, ensuring consistency and compliance across operations. Drives continuous improvement initiatives to enhance efficiency, quality, and control effectiveness while collaborating with Compliance, Risk, Audit, and operational partners.
Ensures completion of required compliance and industry training, including BSA/AML, and reinforces professionalism, ethical conduct, and adherence to organizational standards. Maintains knowledge of products, services, and servicing requirements to support both staff and member needs effectively.
Exercise sound judgment and discretion while remaining compliant with well-defined limits and guidelines.
Deliver problem solving solutions and perform research as needed.
Provide technical solutions in support of MIDFLORIDA’s electronic services.
Professional and efficient communications with all departments promoting synergy.
Exhibit a high degree of integrity, trustworthiness, and professionalism always.
Exude a positive and professional attitude with members and partners consistently.
Perform other duties as assigned.
Minimum 5 years Mortgage Industry and experience
Proven experience in mortgage servicing operations, including payment processing, escrow administration, and loan maintenance.
Strong knowledge of regulatory requirements (e.g., BSA/AML) and investor guidelines, including Fannie Mae and Freddie Mac.
Demonstrated leadership experience with a focus on staff development, training, coaching, and performance management.
Ability to analyze servicing portfolio performance, identify trends, and implement process improvements.
Strong problem-solving skills and experience managing escalated borrower issues while maintaining service excellence.
Excellent organizational, reporting, and audit management skills with strong attention to detail.
Proficiency with mortgage servicing systems such as Encompass and Nautilus.
Strong communication and collaboration skills to effectively support internal stakeholders, auditors, and regulators.
