Manager, Loan Support & Servicing

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.

Responsibilities:

• 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.

Qualifications:

• Bachelor's degree in related field required, master's degree or MBA preferred.
• Minimum of eight (8) 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.
• In-depth knowledge of loan servicing regulations, compliance requirements, and industry best practices.
• NACHA and ACH processing knowledge required.
• Experience balancing general ledgers in banking operations required.
• 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 (e.g., BlackLine, etc) and familiarity with process automation tools.
• Excellent written and verbal communication skills and stakeholder management skills.
• Proficiency using all Microsoft Office Suite products.

Supervisory Responsibility:

This positon will supervise employees.

Licenses and Certifications:

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

Benefits:

At PenFed, we offer a robust benefits package designed to support you both personally and professionally. You'll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access. Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage. We also support growth via education assistance, community involvement, and volunteer opportunities.

About Us:

Established in 1935, PenFed today is one of the country's strongest and most stable financial institutions with over 2.9 million members and over $31 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam and Puerto Rico. We are federally insured by NCUA and we are an Equal Housing Lender. Berkshire Hathaway HomeServices PenFed Realty, LLC is a full-service real estate company ready to assist our clients with buying, selling and renting a home. The company is a wholly owned subsidiary of PenFed Credit Union and is the largest independently-owned brokerage in the Berkshire Hathaway HomeServices network, placing us in the top 1% of all real estate brokerages in the country. With almost 60 offices and nearly 2,000 world-class sales professionals, we offer complete service coverage in Virginia, Maryland, the District of Columbia, Delaware, Pennsylvania, West Virginia, Florida, Tennessee, Kansas and Texas. In addition, we also offer specialized client services which include management of vacation properties and long-term rentals, corporate relocation services and national referral network.

Equal Employment Opportunity:

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same. PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 402-639-8568.