Servicing Manager

Position Summary: The Servicing Manager oversees all post‑closing mortgage operations, manages the sub-servicer relationship, ensures accurate MERS reporting, and maintains compliance with all regulatory and investor requirements. Leads staff, monitors QC and risk metrics, and delivers operational and performance reporting across the mortgage portfolio.

Essential Functions

• Oversee daily operations for:
• Auditing closed loan files for completeness, accuracy, and compliance (e.g., TRID tolerances, underwriting conditions met, CD/HUD-1 verification).
• Tracking and curing trailing documents (e.g., recorded deeds, final title policies, assignments, endorsements).
• Preparing and shipping collateral packages (original notes, security instruments) to investors, custodians, or warehouse banks.
• Coordinating funding disbursements, wire instructions, and post-closing funding requests.
• Ensuring timely recording, MERS MIN updates/registrations/transfers, and investor delivery to minimize repurchases or delays.
• Managing post-closing QC checklists, exception resolution, and reporting on key metrics (e.g., trailing doc timelines, defect rates, investor purchase timelines).
• Manage the subservicing relationship via SLAs, performance scorecards, monthly/quarterly reporting, onsite/remote audits, and escalations. Ensure seamless transition of boarded loans from post-closing to sub-servicer.
• Oversee sub-servicer and internal post-closing execution of MERS functions:
• Ensure timely loan registration, MIN assignment, and updates (servicer changes, transfers, deactivations, payoffs).
• Lead and validate monthly and quarterly reconciliations (bank records vs. sub-servicer vs. MERS reports/extracts).
• Resolve exceptions, aging items, and annual QA/reporting (e.g. MERS annual report, third-party audits for >1,000 MINS).
• Coordinate MERS notification, legal challenges and foreclosures/transfers.
• Management/Leadership: set goals with measurements annually for assigned post-closing employees, create and implement development plans for staff, complete performance appraisals by deadline, and hold employees accountable for performance & behavior.
• Regular, reliable, and predictable attendance.

Marginal Functions

• Ensure post-closing and sub-servicer compliance with CFPB mortgage servicing rules (Reg X/Z), RESPA, TILA, fair lending, Fannie/Freddie Servicing Guides, Ginnie Mae MBS, FHA/VA/USDA guidelines, and state laws. Proactively monitor changes and coordinate implementation/testing.
• Monitor post-closing QC, sub-servicer defects, repurchase risks, EPD rates, complaints, and MERS findings. Lead remediation, root-cause analysis, and corrective plans; oversee third-party risk for sub-servicer.
• Track KPIs (e.g., post-closing SLAs for trailing docs/investor delivery, MERS data integrity, sub-servicer service levels). Deliver executive dashboards and board updates on performance, compliance, and portfolio health.
• Administer subservicing agreement; collaborate with legal/compliance/vendor management.
• Escalate complex issues; ensure fair servicing and continuity of contact.
• Partner with Compliance, Risk, Internal Audit, Secondary Marketing, Finance, and Legal; contribute to policies and training.
• Maintain compliance with and adhere to all state and federal regulations and Bank policies and procedures, including, but not limited to Bank Secrecy Act, SAR, CTR, FACT ACT, Community Reinvestment Act, EEO, and fair employment practices.
• All other duties as assigned.

Minimum Educational & Experience Requirements

• High school diploma or equivalent required
• Bachelor's degree in business or finance or relevant field preferred
• Certification (e.g. CRCM or CAMS) or MERS training preferred
• Minimum of 8 years' experience in mortgage servicing/master servicing/post-closing, with 5+ years of direct team management experience
• Experience in sub-servicer oversight, MERS compliance/reconciliation, and third-party vendor management. Proven experience leading post-closing teams in agency/Ginnie Mae environments.

Minimum Skill Requirements

• In-depth knowledge of the following:

• Fannie Mae/Freddie Mac servicing guides and Ginne Mae requirements

• MERS system rules/procedures (reconciliation, annual reporting and sub-servicer oversight)

• CFPB Reg X/Z, RESPA, TILA

• Post-closing processes (trailing documents, investor shipping, QC)

• Third-party risk frameworks (OCC/FDIC guidance)

• Strong leadership/mentoring skills

• Proficiency in servicing/LOS systems (e.g. Black Knight, MSP, Encompass, FiServ) and MERS tools

• Professional and effective verbal and written communications

• High degree of detail orientation

• Strong project management skills

• Ability to solve problems independently

• Ability to perform in highly regulated environments with experience with audits, examinations and MERS data reviews.

• Strong organizational skills

• Ability to work independently with minimal supervision

• Proficient with MS Office

Physical Demands

In terms of an 8-hour workday, "occasional" equals 1% to 33%, "frequent" equals 34% to 66% and "continuous" equals 67% to 100%. However, some duties are performed monthly, annually or sporadically throughout the year and are essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions of the position, if the accommodation does not impose an undue hardship that would require significant difficulty or expense.

• Continuous stationary position, particularly, but not limited to, at a desktop computer
• Continuous repetitive use of hands/arms; particularly concerning to typing, writing, phone & computer use
• Continuous communication: verbal and written, in-person, phone and electronic

Work Environment

• Office environment; remote and hybrid flexibility if determined by management