Director, Mortgage Loan Servicing Support

Description

The Director, Mortgage Loan Servicing Support lead the mortgage servicing operation that delivers exceptional member experiences while driving operational excellence, compliance, and portfolio performance. This role partners across lending, payments, compliance, finance, technology, and member experience to improve processes, lead strategic initiatives, and support business growth. The ideal candidate is a collaborative leader who develops teams, drives results, and fosters a culture of continuous improvement.

Here's what you can expect from the job and what you need to be successful:

What You'll Do:

• Directs mortgage loan servicing operations and executes strategic priorities that support member service excellence, regulatory compliance, portfolio performance, and operational efficiency.
• Provides leadership on complex servicing matters, balancing member impact, regulatory requirements, investor and insurer expectations, and operational risk.
• Partners with senior leadership and cross-functional stakeholders to implement servicing strategy, align priorities, and support enterprise initiatives.
• Leads leaders and mortgage servicing teams with accountability for staffing, performance management, workflow oversight, budgeting, and employee development.
• Fosters effective partnerships across lending, collections and asset management, compliance, member experience, finance, and technology teams to drive alignment and operational results.
• Directs mortgage servicing process improvement efforts, including workflow standardization, control development, performance metric reporting, and implementation of sustainable operational enhancements; including release and defect testing, and operational efficiencies.
• Ensures training, procedures, and communication support policy adherence, regulatory compliance, effective change management, and consistent servicing execution
• Supports regulatory and risk examinations, audits, and special projects as needed.

Essential Skills:

• Required Experience: 8+ years of progressive experience in mortgage servicing, mortgage operations, consumer lending, loan operations, loan administration, or other applicable lending functions.
• 4+ years of experience as a People Leader, leading a diverse team including hiring, coaching and performance management
• Extensive experience in mortgage lending, including strong exposure across origination, underwriting, operations, servicing, and/or secondary market functions.
• Demonstrated ability to lead large-scale or multi-functional programs within a complex lending environment.
• Strong understanding of residential mortgage products, processes, regulatory requirements, and industry practices.
• Proven leadership experience managing managers and teams, with accountability for performance, staffing, and development.
• Advanced analytical and problem-solving skills, with the ability to assess complex operational and business challenges.
• Ability to influence senior leaders and collaborate effectively across business lines and functional areas.
• Strong operational and systems mindset, with experience improving processes, workflows, and supporting technologies.
• Excellent communication skills, with the ability to convey complex concepts clearly to diverse audiences.
• Required Education: Bachelor's degree in field relevant to role (or 4 additional years of relevant experience in lieu of a degree), advanced degree preferred.

Location: Hillsboro Corporate Office | Hillsboro, OR 97124

Work Arrangement: Hybrid, with a minimum of 1 day per week in office

Target Compensation: $131,000 to $157,000 annually + annual bonus

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