VP, Loan Servicing

Job Description:

Position Summary:

The Vice President, Loan Servicing is responsible for the strategic direction, oversight, and performance of retail loan servicing for Everwise Credit Union. This includes managing both performing and non-performing loans within the consumer and mortgage loan portfolios. The Vice President, Loan Servicing oversees all aspects of consumer and mortgage loan servicing, including the loan servicing contact center, lien and title administration, escrow account management, tax document preparation, collections, recovery services, and loss mitigation. The Vice President ensures compliance with all regulatory requirements, drives operational excellence, and fosters a culture of member service, efficiency, and risk management.

Primary Responsibilities and Duties:

• Provide strategic leadership for the loan servicing department, overseeing day-to-day operations and long-term strategy.
• Develop and implement policies, procedures, and metrics to ensure efficient, compliant, and member-focused loan servicing operations.
• Collaborate with other senior leaders to align servicing strategies with organizational goals.
• Direct all activities related to consumer and mortgage loan servicing, including payment administration, escrow account management, investor reporting, credit disputes, and member service requests.
• Ensure accurate and timely servicing of loan portfolios and compliance with all state and federal laws and regulation and adhere to all internal policies and investor guidelines.
• Lead the collections and recovery teams to minimize losses and delinquencies while maintaining a member-centric approach.
• Oversee loss mitigation strategies, including loan modifications, forbearance, and foreclosure processes.
• Monitor non-performing assets and develop effective strategies for resolution and recovery, including the strategic management of repossession, asset disposal, legal recovery, and bankruptcy processes.
• Partner with internal audit, compliance, and legal teams to address findings and ensure readiness for regulatory examinations.
• Identify and implement opportunities for automation and process enhancement to improve accuracy, efficiency, and member experience.
• Collaborate with both internal and external business partners to manage servicing platforms and system integration.
• Serve as a business leader and subject matter expert on internal project teams to guide and implement change initiatives.
• Assume additional responsibilities as necessary for the continued growth and advancement of Everwise.

Knowledge/Skills:

• Proven ability to build, lead, and mentor a high-performing team of loan servicing and collection professionals.
• Strong leadership, decision-making, and strategic planning skills.
• Deep understanding of loan servicing and collections best practices, regulation, and investor requirements.
• Exceptional problem-solving abilities, particularly in handling complex servicing and recovery issues.
• Understanding of bank and/or credit union retail/lending processes.
• Ability to manage and participate in projects involving multiple or cross-functional teams.
• Strong analytical skills and critical thinking abilities coupled with sound judgment.
• Organizational abilities to manage multiple projects and priorities.
• Interpersonal skills to work with internal and external stakeholders, including software vendors.
• High level of integrity, professionalism, and commitment to member service.
• Efficiently, effectively, and concisely communicate with members, peer leaders, and executive management.
• Strong understanding of banking operations, processes, and regulatory requirements.
• Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams and external partners.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)

Minimum Requirement

• High School Diploma, GED or equivalent certification
• Bachelor's degree in business, finance, accounting, or related field required. Master's degree or MBA preferred.
• 10+ years' progressive experience in loan servicing, lending operations, or collections required.
• 8+ years leadership leading teams, driving operational efficiency, and implementing process improvements experience required.
• Experience with industry standard loan servicing platforms, core banking systems, collections management software, and/or third-party card management platforms.
• Certified Credit Union Executive (CCUE), PMP, Six Sigma, or other relevant certifications preferred

Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.