Loan Servicing Manager

Overview

The Loan Servicing Manager is responsible for managing and safeguarding the credit union’s collateralized loan portfolio, including mortgages and auto loans across direct and indirect channels. This role oversees all servicing operations such as escrow administration, property loss management, insurance coverage, rate adjustments, account updates, and specialty case handling while ensuring full compliance with state, local, and investor regulations. Additionally, the Loan Servicing Manager leads the servicing team by driving performance, maintaining accurate records, conducting audits, and fostering employee development through training and effective employee relations.

Responsibilities

• Ensure protection of collateral loans, including mortgages and auto loans across direct and indirect portfolios
• Oversee daily servicing functions such as escrow administration, property loss handling, insurance coverage, rate adjustments, account updates, and specialty case resolution
• Maintain adherence to regulatory guidelines set by state, local, and investor agencies
• Manage servicing staff performance, by providing coaching, and fostering employee relations
• Design and deliver training programs to support staff growth and operational excellence
• Ensure accurate file maintenance, conduct audits, and uphold data integrity standards
• Provide operational oversight, support and resolve escalated requests
• Work in partnership with teams across the organization to deliver on projects that improve visibility into the member experience
• Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)
• Other duties as assigned

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Qualifications

Required

• High school diploma or equivalent
• Minimum of 5 years of experience in loan servicing area
• Minimum 2 years of management experience
• Working knowledge of regulatory guidelines to include CFPB, RESPA, BSA, SCRA and fair credit reporting
• Working knowledge of Fannie Mae and Freddie Mac servicing guidelines
• Working knowledge of all mortgage legal documentation to include loan Note, Deed of Trust and Power of Attorney (POA)
• Working knowledge of the auto loan titling and insurance process
• Advanced knowledge of Microsoft Office and databases
• Ability to review, analyze or interpret data and documentation to make decisions regarding subsequent actions
• Ability to manage team members and change management within the organization to include employee engagement
• Ability to manage multiple tasks and projects to enhance department
• Have effective communication and organization skills
• Demonstrated ability to maintain confidentiality and handle sensitive information with discretion.
• Ability to work onsite at NWFCU Headquarters in Herndon, VA
• Availability to work Monday through Friday, from 7:30 AM to 4:00 PM

Preferred 

• Knowledge of credit union operations, policies and procedures, and credit union account structure
• Knowledge of Core systems to include FISERV DNA, VITU (previously Dealertrack)

Additional Compensation

Northwest Federal offers a comprehensive and inclusive benefits program, which includes medical, dental and vision plans for you and your family, 4 weeks paid vacation, 12 paid holidays, 24 hours of paid volunteer time, parental leave, company paid disability and life insurance, and a generous 401(k) plan with up to 7% employer match.

EEO Notice

Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.

NWFCU complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at 703-709-8900 or HRDepartment@nwfcu.org.