Mortgage Servicing Policies and Procedures Manager

SUMMARY

The Mortgage Servicing Policies and Procedures Manager is a strategic leader within Servicing Operations and a key partner to the Mortgage division. This role will manage the integration of the Policies and Procedures (P&Ps) across all the departments with the objective of creating a unified and compliant set of P&Ps to govern the activities of the Servicing Platform. The leader is accountable for the development, enhancement, and maintenance of key servicing policies and operational functionality. The role supports multiple high-impact areas, including Customer Service, Collections, Executive Liaison, Complaints, Loss Mitigation, Foreclosure, Bankruptcy, Property Preservation, REO, Claims, Vendor Management, Attorney Network, Change Management, and Compliance with investors, insurers, and regulators.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

The Mortgage Servicing Policies and Procedures Manager will have the opportunity to lead with autonomy and purpose while working alongside a collaborative and committed team. Key responsibilities include:

• Lead the development and continuous improvement of the P&Ps to ensure Regulatory Compliance and Operational efficiency.
• Actively pursue the alignment and the integration of the P&Ps across the Servicing platform. Monitor and interpret changes in laws and regulations impacting P&Ps by exercising legal experience and precedents.
• To facilitate matters such as Mediations, Depositions, Contested Issues, Borrower inquiries etc. from a business perspective, and interfacing with Compliance and General Counsel as needed.
• Serve as the primary point of contact for Risk and Policy Management within the Mortgage Servicing division.
• Identify legal risks related to Servicing and develop strategies to mitigate them thereby strengthening our compliance posture.
• Prepare and present detailed reports, including operational updates and compliance outcomes, to senior leadership.
• Partner with executive stakeholders to identify risks and opportunities, ensuring alignment with strategic goals.
• Support implementation of new business initiatives and process improvements across servicing disciplines.
• Build and maintain strong vendor and third-party relationships to ensure high performance and adherence to regulatory standards.

EMPLOYEE SPECIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

• Legal background with Mortgage Servicing in the States of OK and TX
• Minimum of 10 years of Mortgage Servicing and Default experience.
• Minimum of 10 years Legal and Compliance experience.
• Experience with FHLMC, FNMA, GNMA, USDA, VA, HUD (FHA and 184), FDIC, CFPB and other regulatory agencies.
• Experience with Mediations, Depositions, Corporate Witness matters

Technical/Functional Competencies

• Experience with MSP
• Experience with Encompass
• JHA experience preferred

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned by supervisor to meet the ongoing needs of the organization.

If any applicant is unable to complete an application or respond to a job opening because of a disability, please email us at HR@firstunitedbank.com for assistance.