Assistant Manager, Residential Loan Servicing
- Salary
- $66.3K–$100.8K
- Hiring from
- United States
- Work type
- Hybrid
- Posted
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Salary Range: $66,300.00 To $100,800.00 Annually
About MCU:
At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.
Our Mission:
To help hard-working New Yorkers build better tomorrows
Our Vision:
Be New York's most loved financial institution by helping our members build their best financial futures
Overview:
The Assistant Manager, Residential Loan Servicing, is responsible for supporting the day-to-day management of MCU's residential mortgage servicing operations and ensuring activities are completed accurately, timely, and in compliance with applicable regulatory requirements, investor guidelines, internal policies and procedures. This role provides operational leadership, strengthens internal controls, drives process improvements, enhances the member experience, and supports the effective execution of servicing activities across the department while promoting compliance with applicable regulatory requirements, investor guidelines, and internal policies.
Responsibilities:
Specific duties include, but are not limited to, the following:
- Supervise, coach, and support Residential Loan Servicing staff to ensure work is completed accurately, timely, and in accordance with established service levels and regulatory requirements.
- Assign, prioritize, and monitor daily workloads, ensuring appropriate coverage and timely resolution of servicing activities, exceptions, and member requests.
- Identify, develop, and implement process improvements that enhance operational efficiency, strengthen controls, reduce risk, and support a positive member experience.
- Perform quality control reviews to validate the accuracy, completeness, and timeliness of servicing activities, member communications, regulatory notices, supporting documentation, and loan imaging records. Ensure required loan documents are accurately scanned and maintained within the document imaging system, and that identified exceptions are tracked through resolution.
- Review and approve servicing transactions, corrections, adjustments, and exception requests within established authority limits.
- Oversee the E-OSCAR dispute resolution process, ensuring Automated Consumer Dispute Verification (ACDV) and Automated Universal Data (AUD) requests are timely researched, investigated, documented, resolved, and submitted within applicable regulatory timeframes. Monitor dispute queues, aging reports, and exception tracking to ensure compliance with Fair Credit Reporting Act (FCRA) requirements and departmental service standards.
- Monitor and review file maintenance logs, quality control findings, and corrective action plans to ensure issues are appropriately remediated and controls remain effective.
- Oversee the loan onboarding process, ensuring newly originated and transferred loans are accurately boarded, supporting documentation is reviewed, servicing data is validated, and identified exceptions are resolved timely in accordance with regulatory, investor, and internal requirements.
- Provide oversight of payment processing, investor reporting, loss mitigation support, and default servicing activities, ensuring compliance with regulatory and investor requirements, timely resolution of exceptions, effective operational controls, and a high level of external and internal member service.
- Monitor departmental work queues, service-level expectations, and regulatory deadlines to ensure servicing activities, member requests, disputes, and correspondence are completed timely and accurately.
- Partner with senior management to align mortgage servicing operations with organizational goals and regulatory expectations.
- Ensure mortgage servicing operations comply with applicable federal and state regulations, investor requirements, and internal policies by monitoring servicing activities, regulatory notices, member communications, and operational performance for accuracy, timeliness, and compliance.
- Review servicing reports, exception logs, aging reports, and key performance metrics to identify trends, monitor operational performance, and ensure timely resolution of outstanding issues.
- Support internal audits, compliance reviews, and regulatory examinations, including coordinating document requests, responding to findings, and tracking corrective actions through resolution.
- Ensure timely resolution of member inquiries and escalations, maintaining a high level of service quality.
- Participate in servicing system enhancements and process improvement initiatives to support operational efficiency and improve the member experience.
- Assist in the development, implementation, and maintenance of servicing procedures, controls, monitoring activities, and quality assurance programs to support regulatory compliance and operational effectiveness.
- Identify training opportunities, provide ongoing coaching, and support employee development to strengthen operational knowledge, regulatory compliance, and servicing expertise.
- Stay informed on industry trends and emerging best practices to position MCU as a leader in mortgage servicing.
- Support the Manager, Residential Loan Servicing in overseeing residential loan servicing operations, regulatory compliance, quality control, statement reviews, project implementation, staff development, and exception management. Assist in ensuring operational effectiveness, regulatory compliance, timely resolution of servicing issues, and successful execution of departmental initiatives and projects.
- Support departmental projects, strategic planning efforts, and other duties as assigned by management.
Requirements:
- Bachelor’s degree in business, Finance, or a related field (or equivalent experience).
- 5+ years of experience in mortgage servicing, with at least 2 years in a leadership or supervisory role.
- In-depth knowledge of NCUA and NY DFS regulations, as well as federal and state mortgage servicing laws.
- Proven ability to drive process improvements, manage risk, and ensure compliance.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent communication and leadership abilities, with a passion for coaching and developing teams.
- Experience working with mortgage servicing software and core banking systems.
Leadership Competencies:
- Proven ability to manage change
- Capacity to take calculated risks and innovate
- Experience in setting vision and strategy
- Lead by example and encourage team in developing adaptability
- Successful in communicating effectively
- Prioritizes developing others
- Thinking that values diversity and difference
- Proven ability to build and maintain relationships at all levels of the organization
- Skilled at managing effective teams and work groups that default to action, are accountable, and take ownership of work
Why you'll be a good fit:
Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following
Results - We are passionate about winning.
Agility - We proactively anticipate, respond and pivot to ensure MCU wins.
Integrity - We operate with the highest ethical standards and highest degree of honesty.
Belonging - We cultivate a culture of inclusion and teamwork.
Ownership - We take personal responsibility and hold ourselves accountable for the results.
Why You’ll Love Working Here:
The pay range for this position is between $66,300-100,800 annually. Actual base pay offered may vary depending on a number of factors such as job-related knowledge, skills, experience, and location. Employees in this position may also be eligible for a discretionary bonus, 401(k) with an 6% employer match per pay period. Benefits for this position include Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually.
Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.
We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.
