Manager, Loan Servicing (Credit Regulatory Compliance Officer)

The Manager, Loan Servicing (Credit Servicing Regulatory Compliance Officer) is responsible for leading the Quality Review, Regulatory Compliance, and Monitoring functions of Credit Servicing across Mortgage, Commercial, Auto, Consumer, and Credit Card products. The role ensures servicing activities comply with applicable regulations, investor requirements, internal policies, procedures, and controls while promoting operational quality, efficiency, and a strong customer experience.

This position combines compliance, audit, quality assurance, and operational improvement responsibilities within the business. The Manager serves as a proactive partner to Credit Servicing leaders and cross-functional stakeholders by identifying risks and process gaps before they result in regulatory or audit findings, implementing sustainable corrective actions, and leading a team responsible for monitoring, reporting, and continuous improvement. The role is expected not only to identify compliance and operational gaps, but also to work collaboratively with business partners to develop practical solutions, strengthen controls, improve processes, and ensure sustainable remediation. The Officer acts as a key liaison among Credit Servicing, Compliance, Risk, Legal, Audit, IT, and other business partners and supports organizational readiness for internal audits, external audits, regulatory examinations, and investor reviews. The position works hybrid and reports to Oriental Center in San Juan, Puerto Rico.

MAIN DUTIES & RESPONSIBILITIES:

• Manage the unit responsible for the Quality Review, Regulatory Compliance, and Monitoring functions of Credit Servicing across Mortgage, Commercial, Auto, Consumer, and Credit Card products. Lead the design, execution, and continuous enhancement of risk-based quality control and compliance-monitoring programs.
• Develop and maintain a comprehensive matrix of servicing processes, risks, controls, and responsible units. Establish review priorities and monitoring frequency based on regulatory and operational risk.
• Monitor credit servicing activities for compliance with applicable federal and state regulations, investor requirements, internal policies, procedures, and controls, including requirements established by the Consumer Financial Protection Bureau (CFPB), the Real Estate Settlement Procedures Act (RESPA), Fannie Mae, Freddie Mac, and other applicable authorities.
• Identify, document, escalate, and report regulatory, operational, and control deviations. Conduct root cause analyses and partner with business units to develop and implement sustainable corrective action plans.
• Evaluate servicing processes, operational data, recurring reports, system changes, and data-remediation activities to identify emerging risks, control gaps, inefficiencies, automation opportunities, and improvements to quality, compliance, productivity, and customer experience.
• Coordinate cross-functional remediation and process-improvement initiatives with Operations, Legal, Risk, Compliance, Information Technology, business units, branches, contact centers, and external service providers.
• Develop and maintain dashboards, key performance indicators (KPIs), management reports, monitoring results, audit-status reporting, and corrective action tracking to communicate trends, findings, priorities, and progress.
• Serve as the primary liaison for internal and external auditors, regulators, examiners, investors, and other oversight parties. Coordinate audit and examination preparation, information requests, responses, supporting evidence, findings, commitments, and remediation activities.
• Lead, coach, and develop quality analysts, compliance specialists, and other assigned employees. Establish priorities, drive accountability, and foster a culture of compliance, continuous improvement, innovation, and customer-centricity.
• Maintain current procedures, monitoring standards, documentation, and training materials; ensure completion of required regulatory and organizational training; and perform other duties as assigned.
• Other duties may be assigned.

MINIMUM REQUIREMENTS:

• Bachelor’s degree in Business Administration, Finance, Legal Studies, Accounting, Risk Management, or a related field required. Minimum education and experience requirements may be substituted with an equivalent combination of education, training, and relevant experience.
• Seven (7+) years of experience in credit servicing, mortgage servicing, audit, regulatory compliance, quality assurance, operational risk, or related disciplines, including at least three (3) years in a leadership role required. Strong mortgage servicing experience preferred.
• Strong knowledge of credit servicing operations across Mortgage, Commercial, Auto, Consumer, Credit Card, or related financial products.
• Extensive knowledge of financial institution regulations, internal controls, investor requirements, and credit servicing guidelines, including CFPB, RESPA, Fannie Mae, Freddie Mac, or related regulatory frameworks.
• Demonstrated expertise in designing, executing, and enhancing risk-based quality review, compliance, audit, and monitoring programs, including process-risk matrices, review plans, controls, findings, and corrective action plans.
• Strong root cause analysis and risk-assessment skills, with the ability to partner with business units to implement sustainable remediation and process improvements.
• Proven ability to lead audit-level discussions and serve as a liaison with internal and external auditors, regulators, examiners, investors, and other oversight parties.
• Experience developing management reports, dashboards, key performance indicators (KPIs), audit-status reporting, and compliance or operational-performance metrics. Proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook, required; experience with reporting, workflow, data-analysis, or automation tools preferred.
• Strong analytical, critical-thinking, decision-making, and problem-solving skills. Must be proactive, detail-oriented, innovative, and customer-focused, with the ability to identify emerging risks, establish priorities, and balance compliance, risk mitigation, operational efficiency, and customer experience.
• Strong leadership, coaching, communication, collaboration, influencing, and stakeholder management skills, with the ability to develop employees, drive accountability, manage competing priorities, and coordinate cross-functional initiatives.
• Effective written and verbal communication skills in English and Spanish required.

WORK AUTHORIZATION & ELEGIBILITY:

• Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
• Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)

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