The primary purpose of this position is to lead and oversee mortgage loan servicing operations while developing a high-performing team that ensures accuracy, compliance and an exceptional member experience.

Essential Functions:

• Lead, Manage, and Promote Accountability

• Guide, inspire, and align your team with Nutmeg’s vision by setting a clear direction, aligning resources, and fostering a culture of accountability and trust.
• Organize people (People, Right Seats), process, and resources to achieve measurable results. Track performance, facilitate team meetings, and address issues promptly to maintain traction towards goals.
• Own and deliver on roles, responsibilities, and measurable outcomes that support Nutmeg’s vision. Provide clarity and coaching to address performance issues timely. Employ data-driven standards whenever possible. Foster a culture where teammates take ownership of their contributions, report progress, and resolve issues collaboratively.

• Loan Maintenance & Accuracy

• Oversee payment processing, payoffs, escrow activity, and loan maintenance.
• Ensure accurate posting, account updates, insurance tracking, and financial adjustments.
• Verify documentation quality and correct system-of-record entries.

• Resolve discrepancies and troubleshoot issues.

• Administer Loan Systems

• Manage user access, permissions, and system configurations.
• Support system updates, testing, and troubleshooting.
• Coordinate with relevant business lines and vendors on system enhancements.
• Maintain loan-related workflows to support accuracy.

• Member Experience & Issue Resolution

• Handle escalations related to loan servicing inquiries.
• Ensure timely, clear, and empathetic member communication.
• Resolve complex servicing issues and coordinate with other departments as needed.
• Identify service gaps and recommend process improvements.

• Compliance with Regulations, Laws, & Lending Policy

• Ensure adherence to loan servicing regulations and internal controls.
• Maintain compliance with documentation, notices, and timing requirements.
• Support audit readiness and implement corrective action.
• Reinforce proper procedures for servicing, maintenance, and reporting.

Responsibilities listed reflect general responsibilities of this position and are not to be construed as an exhaustive list of all duties. Other duties may be performed as needed.

Qualifications:

Experience, Education & Credentials:

• Associate’s or Bachelor's degree in a related field preferred.
• A minimum of 2 years in a supervisory or team lead role overseeing day-to-day operations and managing teams in a banking or lending environment.

Knowledge, Skills & Abilities:

• Knowledge of mortgage loan servicing process, including payments, escrow, payoffs, and loan maintenance required.
• Must be skilled in process oversight, quality control, and issue resolution.
• Ability to lead and hold a team accountable to defined outcomes.
• Ability to identify discrepancies, troubleshoot complex servicing issues, and implement corrective actions.
• Must be skilled in data-driven decision-making and operational problem solving.
• Must be able to communicate with team members and members in a clear and empathetic manner.

Competencies:

• Communication – the ability to communicate clearly, effectively, and empathetically.
• Emotional Intelligence – understands and manages their emotions and is attuned to the emotions of others.
• Integrity and Ethics – must act with integrity, honesty, and ethical behavior.
• Decision Making – should be able to make informed and timely decisions based on information, analysis, and critical thinking.
• Adaptability – must be adaptable to navigate through uncertainty and complexity.
• Strategic Thinking –ability to think strategically, envisioning the long-term direction for their team or organization.
• Conflict Resolution – should be skilled in handling conflicts and differences of opinion within their teams or organization.
• Team Building – understand team dynamics, leverage individual strengths, and create a positive team culture.

• Results Orientation – should be focused on achieving results and driving performance.
• Accountability – take responsibility for their actions and outcomes.
• Continuous Learning – committed to their own development and the growth of their team.

Physical Demands:

• Must be able to lift up to 10 pounds.
• Requires standing and/or sitting for an extended period of time.

Mental & Emotional Requirements:

• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be capable of dealing calmly and professionally with numerous personalities and diverse perspectives both within and outside of the organization.
• Must be able to perform responsibilities with composure under the stress of deadlines and requirements for quality and timeliness.
• Must be capable of exercising high levels of discretion on both internal and external confidential matters