AVP LOAN OPERATIONS MANAGER

SUMMARY: The Assistant Vice President, Loan Operations Manager leads the credit union’s loan servicing function and manages the sale of eligible first mortgages to the secondary market. The position is responsible for accurate and timely servicing, responsive member support, effective operational and financial controls, compliant mortgage delivery and settlement, reporting integrity, and continuous improvement across loan operations.

This is not a remote position.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Leadership, Management, & Accountability

Lead loan servicing operations and establish clear priorities, service standards, controls, and performance expectations.

Manage, coach, and develop loan servicing employees.

Monitor operational performance, audit findings, vendor performance, and corrective actions.

Partner with Lending, Collections, Finance, Accounting, Compliance, Risk, and Information Technology to improve processes and member experience.

Ensure operations comply with applicable laws, regulations, policies, investor requirements, and internal controls.

Loan Servicing Administration & Reporting

Oversee loan boarding, account maintenance, payoffs, refunds, collateral releases, lien discharges, and servicing transfers.

Ensure member inquiries, complaints, research requests, and account corrections are resolved accurately and within established service standards.

Maintain complete and accurate loan records, documents, notices, and post-closing files.

Ensure servicing, operational, financial, investor, and regulatory reports are accurate, timely, and reconciled to source systems and the general ledger.

Resolve reporting exceptions and data-quality issues to maintain operational and financial integrity.

Escrow & Payment Administration

Oversee payment posting, account application, corrections, reversals, reconciliations, suspense, and unapplied funds.

Manage escrow analyses, tax and insurance disbursements, mortgage insurance, shortages, surpluses, and member notifications.

Ensure payoffs, paid-loan processing, refunds, fund transfers, and related general ledger activity are accurate and timely.

Monitor payment and escrow controls and resolve exceptions affecting accuracy or service delivery.

Coordinate resolution of complex monetary issues with internal partners, vendors, and members.

Secondary Market Sales

Manage the sale of eligible first mortgages to approved secondary-market investors.

Confirm loan eligibility, documentation, data, collateral, and delivery requirements before commitment or sale.

Manage commitments, delivery deadlines, extensions, investor conditions, funding receipts, settlement, and post-sale administration.

Coordinate pricing, rate locks, delivery, accounting, servicing transfers, and investor reporting with internal partners.

Monitor sale proceeds, gain on sale, extension costs, and repurchase exposure.

Maintain investor relationships and ensure compliance with applicable agency, custodial, quality-control, warranty, and record-retention requirements.

Loan Operations Systems & Process Improvement

Partner with the Loan Origination System Administrator to support operational workflows and business requirements.

Identify opportunities to improve efficiency through automation, workflow enhancements, and system capabilities.

Participate in testing and validation of system changes affecting loan servicing and mortgage operations.

Ensure operational procedures, reports, and controls remain aligned with system functionality.

Communicate operational requirements and process improvements to lending and technology stakeholders.

QUALIFICATION REQUIREMENTS:

Bachelor’s degree in business, finance, accounting, management, or a related field preferred; equivalent education and relevant experience may be considered.

Minimum of 5 years of progressively responsible loan servicing, mortgage operations, consumer loan administration, or related financial-services experience, including at least three years in a leadership role.

Experience overseeing loan servicing, escrow and payment administration, operational reporting, financial reconciliations, and collateral or lien-release activities.

Experience with first-mortgage secondary-market sales and investor delivery preferred.

Strong knowledge of lending and servicing regulations, investor requirements, internal controls, privacy, information security, and records retention.

Demonstrated ability to lead employees, manage operational risk, improve processes, and collaborate effectively across departments.

Strong analytical, organizational, problem-solving, project-management, and communication skills.

EDUCATION and/or EXPERIENCE: Bachelor’s degree in business, finance, accounting, management, or a related field preferred; equivalent education and relevant experience may be considered. Minimum of seven years of progressively responsible loan servicing, mortgage operations, consumer loan administration, or related financial-services experience, including at least three years in a leadership role.