Job Description

Director Loan Servicing - North Phoenix, AZ

Summary The incumbent for this role will serve as the leader and change agent for the management, administration and coordination of all Loan Servicing operations of the credit union’s loan portfolio. The position will be a direct report to the Vice President Credit Risk Management. Responsible for department's daily operations; requires a thorough understanding and experience in all facets of loan operations for all business lines, i.e. Business Lending, Consumer, Mortgage, and Equity Mortgage Loans. This position will work in back office environment in partnership with the ending operations (underwriting, processing, funding/closing), accounting, call center, members, branches, dealerships outside/inside mortgage production teams, business lending, IT, Risk Management, and third-party contacts. Must be able to develop and maintain a strong team that can handle a diverse workload due to the wide range of products being serviced.

Essential Duties and Responsibilities include the following with other duties as assigned:

  • Service a portfolio of consumer, residential, land, and commercial transactions.
  • Post loan and construction transactions
  • Ensure economic characteristics and risk profile of portfolio are correctly captured across risk, finance, and business records.
  • Demonstrate solid understanding of deal structure, funds flow, economics, and servicing requirements as extracted from deal summaries and legal documents.
  • Ensure subservicer adherence to contractual obligations and monitor servicer performance relative to service level agreements, including the development of scorecards to track servicer performance
  • Manage and resolve servicing issues identified by business partners, members, investors, regulators, associates, and other stakeholders.
  • Engage appropriate members of vendor leadership and staff whenever necessary to ensure optimal performance and prompt resolution of any issues.
  • Identify opportunities for improved subservicer performance and drive relevant parties, including third parties engaged to enhance subservicer performance, to implement changes.
  • Lead regular subservicer business and onsite reviews as necessary which will include detailed analysis of portfolio performance, subservicer performance vs. service level agreements and a review of specific operational issues and related remediation efforts to minimize / eliminate repeat future instances.
  • Communicate regularly with borrowers, city agencies, equity partners, and other external parties.
  • Ensure requirements/conditions are met prior to monthly loan advances. Display a strong understanding of policies and procedures.
  • Review and fund loan draw requests from borrowers including validating the supporting invoices, engineering and inspection reports, change orders, and lien waivers.
  • Monitor the ongoing updates of the portfolio, including participating in extensions, modifications, and other pipeline events.
  • Maintain deal ticklers to track taxes, tax protests, insurance policies, UCCs, flood status, escrow accounts, and collateral letters of credit.
  • Identify efficiency improvements in all operational aspects of the business.
  • Participate in special projects.
  • Other duties as assigned.


Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education and/or Experience

Bachelor's Degree in relevant field preferred or an equivalent combination of education/experience. Minimum of 10 years loan serving experience covering all functions escrow management, construction draws, loan reworks, titling work, and compliance management. Minimum of 5 years of loan servicing management experience. Expertise in related regulatory compliance requirements (i.e. flood insurance, FCRA, Regulation Z, Homeowners Protection Act).

2355 W. Pinnacle Peak Rd., Phoenix, AZ 85027 USA

Application Instructions

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