AVP/VP, Loan Servicing & Operations

Department: Risk & Operations
Status: Full-Time, Exempt
Reports to: Chief Risk Officer (CRO)

Why join us? 

Joining our organization means stepping into a leadership role where your expertise has a direct, meaningful impact. You’ll lead a high-performing team, shape the future of loan servicing operations, influence strategic decisions, and contribute to an institution committed to operational excellence, innovation, and member-focused service. Here, your ideas are valued, your voice matters, and your leadership drives real change.

Overview

A confidential, well-established financial institution is seeking an experienced and strategic operational leader to oversee Loan Servicing operations. This role may be hired at either the Assistant Vice President (AVP) or Vice President (VP) level depending on experience.

This leader will be responsible for driving operational excellence, leading a high-performing team, ensuring regulatory compliance, and strengthening end-to-end loan servicing processes across consumer, residential mortgage, and commercial lending portfolios.

The ideal candidate brings hands-on loan servicing expertise, proven leadership experience, and a strong desire to modernize systems, workflows, and controls. Experience with COCC Insight or Fiserv DNA is a plus—not a requirement.

What You’ll Lead & Deliver

Leadership & Team Development

• Provide daily leadership, coaching, and direction to the Loan Servicing team.

• Manage on-site, hybrid, and remote staff to ensure strong performance, coverage, and accountability.

• Foster a culture of accuracy, collaboration, and continuous improvement.

• Support cross-training, staff development, and workflow optimization.

Loan Servicing Operations

• Oversee full lifecycle servicing for consumer, mortgage, and commercial loans including:
  loan onboarding, payment processing, escrow, insurance tracking, payoffs, lien releases, UCC filings, and data integrity.

• Ensure accuracy, regulatory compliance, and adherence to internal policies and investor/agency guidelines.

• Maintain and enhance servicing procedures, quality controls, and system functionality.

• Identify process improvements and implement technology-driven efficiencies.

Risk, Compliance & Audit Management

• Partner closely with Compliance, Risk, and Internal Audit during audits, exams, and reviews.

• Strengthen internal controls and maintain audit readiness.

• Ensure proper documentation and regulatory adherence.

• Complete all mandatory compliance training and uphold strict operational standards.

Cross-Functional Collaboration

• Partner with Collections, Lending, Accounting, Deposit Operations, IT, and other operational teams.

• Participate in system upgrades, enterprise initiatives, and loan lifecycle improvement projects.

• Support initiatives that enhance both member/customer experience and internal team efficiency.

Reporting & Analytics

• Prepare servicing performance metrics, dashboards, and operational reports.

• Use data to identify risks, trends, and opportunities.

• Present insights clearly and accurately to senior leadership.

Additional Responsibilities

• Represent the organization professionally at internal and external stakeholder meetings.

• Participate in at least one community or civic event per year (as applicable).

• Perform other duties as assigned.

Additional VP-Level Responsibilities (If Hired at VP Level)

• Provide higher-level oversight across expanded loan operations and servicing functions.

• Lead strategic, cross-departmental initiatives connected to the full loan lifecycle.

• Represent Loan Operations in senior-level regulatory, risk, and audit conversations.

• Drive long-term operational strategy, modernization, and transformation.

• Lead multi-team alignment across on-site, hybrid, and remote workflows.

Qualifications

Minimum Requirements for AVP

• Bachelor’s degree in Business, Finance, or related field—or equivalent experience.

• Minimum 3 years of experience in lending or loan servicing, including 2+ years in a supervisory role.

• Strong knowledge of consumer, mortgage, and commercial loan servicing processes.

• Familiarity with loan servicing platforms and core banking systems (COCC Insight or Fiserv DNA preferred but not required).

• Strong communication, analytical, and workflow management skills.

• Demonstrated ability to improve efficiency or implement new technology.

• High attention to detail and strong commitment to compliance.

What we need from you

• 7–10+ years of progressive experience in loan servicing or lending operations leadership.

• Experience overseeing multi-department functions or cross-functional loan lifecycle initiatives.

• Strong background in audits, regulatory exams, and enterprise risk environments.

• Proven success leading operational transformation at scale.

• Exceptional executive communication and team leadership skills.

Work Environment & Physical Requirements

• Standard professional office environment.

• Ability to sit or stand for extended periods.

Equal Opportunity Statement

This organization is proud to be an Equal Opportunity Employer.
We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. All qualified applicants are encouraged to apply.