Loan Servicing Manager

Pay Range: $101,200 - $126,500

Remote Eligible: Hybrid

We offer a pay-for-performance compensation program including bonuses for all employees and a competitive benefits package. See https://www.cuofco.org/careers for a high-level overview of our benefits package and bonus offerings.

General Purpose of the Position

• Responsible for planning, organizing, and directing the Credit Union’s collateral management, loan maintenance, records management, deceased member accounts with loan, micro business processing and funding
• Develops, reviews, and maintains clear and concise policies and procedures that ensure regulatory and legal compliance and mitigate risk for all department functions. Performs essential duties personally or through subordinate staff. Identifies, analyzes, develops, and assists in the implementation of process improvement solutions to enable a better member and employee experiences. Must be knowledgeable in all areas of the Credit Union operations.
• Responsible for overseeing the Loan Administration department, including collateral management for consumer, commercial and mortgage loans, loan maintenance, payment processing, and record retention.
• Ensures compliance with Credit Union policies, NCUA regulations, and federal and state laws.
• Provides leadership, guidance, and coaching to Loan Administration staff, ensuring efficient operations and regulatory adherence.
• Supports portfolio management by assisting in risk assessment, analysis, and mitigation.
• Develops and applies analytical risk models to identify and address systemic and process risks impacting members and employees.
• Conducts quality control reviews for collateral management and loan maintenance, ensuring accuracy and compliance.
• Oversees documentation processing, ensuring timely and accurate record retention.
• Analyzes and evaluates lending services to improve efficiency and effectiveness.
• Develops, reviews, and maintains clear, compliant procedures to mitigate risk across department functions.
• Introduces loan servicing innovations and process improvements to enhance member and employee experiences.
• Assesses business needs and implements efficient solutions to support Credit Union growth.
• Utilizes strong technical skills related to data and file transfer systems, including FTP and API connectivity.

Essential Duties and Responsibilities

Loan Administration Management

• Provides leadership to the Loan Administration team, including setting objectives, delegating tasks, communicating expectations, coaching, performance management, hiring, training, and making salary recommendations.
• Develops, implements, and maintains loan servicing procedures, forms, and quick reference guides to ensure compliance with all applicable regulations.
• Oversees the processing of consumer, commercial, and mortgage loan documentation, including lien perfection, UCC filings, and lien releases.
• Manages insurance claims and GAP processing in accordance with Credit Union policies.
• Oversees loan adjustments and the processing of Government Guaranteed Loan documentation, payments, and modifications.
• Serves as the primary liaison with vendors and external agencies to coordinate updates, resolve issues, and communicate changes.
• Analyzes and evaluates lending services, implementing process improvements to enhance both member and employee experiences.
• Prepares reports and maintains accurate records, researching and resolving discrepancies as needed.
• Oversees GAP refunds in compliance with state regulations while monitoring Credit Union liability.
• Ensures adherence to and compliance with SCRA and MLA regulations, including necessary reporting.
• Maintains compliance with Regulation Z, Regulation B, and real estate lending regulations.
• Manages third-party services for force-placed insurance, ensuring compliance and proper claims processing.

Record Retention and Document Management

• Supports oversight of File Transfer Protocol (FTP) and API connectors related to document management systems.
• Oversees scanning, indexing, and quality control of imaged records to ensure accuracy and accessibility.
• Maintains and updates the Credit Union's record retention schedule in compliance with regulatory requirements.
• Collaborates with branches and departments to streamline records storage and retrieval processes.
• Oversees the secure destruction of obsolete records in accordance with retention policies.
• Assists with the returned mail process, including address verification and resolution.
• Ensures compliance with FACTA, BSA, and AML regulations.

General Responsibilities

• Leads the mapping, analysis, prototyping, and continuous improvement of procedural and technical processes related to loan maintenance and record management systems.
• Communicates effectively across all levels of the organization, including senior management, to ensure transparency on key issues and progress.
• Collaborates with internal teams and external partners to drive operational efficiency and regulatory compliance.
• Assists in budgeting and cost management, identifying opportunities for cost savings.
• Actively participates in meetings and contributes to strategic discussions.
• Delivers exceptional member service with professionalism and courtesy.
• Upholds and enhances the Credit Union’s professional reputation.
• Performs additional duties and responsibilities as assigned

Requirements

EDUCATION AND EXPERIENCE

Bachelor’s degree (B.A.) from four-year college or university or four to six years related experience and/or training; or equivalent combination of education and experience, plus four years related experience.  Two years of supervisory experience and leadership skills required. Understanding of portfolio administration, lien management, loan documentation and dealership contracts.

PREFERRED TECHNICAL EXPERIENCE:

Understanding of File Transfer Protocol and API system connections and data transfer systems. Familiar with Jack Henry technical processes and data fields. Experience with product management, technical troubleshooting and prototyping, root cause analysis and data analysis.

OTHER SKILLS AND ABILITIES

Understanding of Credit Union’s field of membership. Thorough knowledge and understanding of CU of CO’s services and products; of Credit Union laws, rules, and regulations affecting credit union activities. Knowledge in real estate valuation software, property assessments, and appraisals. Ability to exercise judgment and discretion in applying and interpreting CU of CO’s policies and procedures. Demonstrated effective management and leadership skills to select, motivate, develop, and supervise assigned personnel. Ability to apply verbal and interpersonal skills that develop member confidence, respect and trust in CU of CO; establish and maintain effective working relationships with administrative officials, all levels of people throughout the organization, and the public.

DIRECT REPORTS
Manages the Loan Servicing Supervisor, Loan Servicing Specialists, and Senior Loan Servicing Representatives.

PHYSICAL DEMANDS 

While performing the duties of this job, the employee is typically required to sit for long periods.  The employee continually is required to talk or hear. The employee is occasionally required to stand, walk, stoop, and reach with hands and arms. The employee will occasionally lift and/or move up to [10] pounds.  Specific vision abilities required by this job include close vision and the ability to adjust focus.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Limited travel required to visit CU locations as needed.

Credit Union of Colorado is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local laws. 

Please note applicants can redact any information that identifies their age, birth date, or dates of schooling on either their resume or any additional materials provided.