Manager, Loan Support & Servicing

PenFed is hiring a Manager, Loan Support & Servicing to work onsite at our Omaha, Nebraska Service Center.  PenFed is seeking a highly experienced Manager of Loan Servicing to lead and optimize our loan servicing operations. This role is responsible for overseeing the end-to-end loan servicing process, ensuring compliance with regulatory requirements, enhancing operational efficiency, and driving a high level of customer satisfaction. The ideal candidate has strong leadership skills, deep knowledge of loan servicing practices and credit bureau reporting and disputes practices, and the ability to implement process improvements in a fast-paced environment.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned. 

• Lead, mentor and develop a high-performing loan servicing team, ensuring accuracy, efficiency, and compliance in servicing activities.
• Oversee daily operations including but not limited to payoffs and payments, credit disputes, and credit reporting.
• Identify and resolve operational issues in a timely and efficient manner.
• Ensure compliance with FCRA, NCUA and Investor guidelines, and all internal policies and procedures.
• Develop and monitor key performance indicators, prepare reports for senior leadership and implement data driven strategies for continues improvement.
• Develop strategies to improve member interactions, resolve escalated issues and enhance overall service levels.
• Ensure optimal use of loan servicing systems, collaborate on system upgrades, and drive digital transformation initiatives.
• Develop and update policies and procedures and develop controls to ensure the accuracy of the processes.
• Work closely with business leaders, technology teams, and stakeholders to ensure alignment between technology, operations, and business needs.
• As necessary negotiate with vendors on Statements of Work and cost.

Equivalent combination of education and experience is considered.

• Bachelor’s degree in related field required, master’s degree or MBA preferred.
• Minimum of six (6) years of experience in loan servicing, preferably in a financial institution.
• Minimum of three (3) years of supervisory / assistant manager experience.
• Minimum of three (3) years of experience with credit reporting and dispute processes preferred.
• In-depth knowledge of loan servicing regulations, compliance requirements, and industry best practices.
• NACHCA and ACH processing knowledge required.
• Experience balancing general ledgers in banking operations preferred.
• Proven ability to strategically lead teams, develop talent, and drive operational excellence.
• Strong problem-solving skills, analytical mindset and attention to detail.
• Proficiency in loan servicing platforms and familiarity with process automation tools.
• Excellent written and verbal communication skills and stakeholder management skills.
• Proficiency using all Microsoft Office Suite products.
• Experience using A.I. tools preferred.

Supervisory Responsibility

This position will supervise employees.

Licenses and Certifications

• PMP, Six Sigma, or Agile certification preferred.
• FCRA Certification for Data Users and Data Furnishers preferred.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to various worksites and be on-call is required.

Pay Transparency

The anticipated starting salary range for this role is $69,000.00 - $130,720.00.

This position is eligible for an organizational performance based annual bonus, subject to board discretion and approval.

This position is eligible for an individual performance based annual bonus.