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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strategic leadership in mortgage servicing operations, focusing on operational excellence, compliance, and member experience. Proven ability to manage teams, oversee workflows, and drive continuous improvement through automation and optimization.
Highest-signal resume keywords
Mortgage Servicing OperationsPeople LeadershipRegulatory CompliancePerformance ManagementProcess Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Mortgage BankingDefault ManagementFinancial ReportingProject ManagementBusiness ReengineeringSystems AdministrationKPI MonitoringUAT ProtocolsContractual ComplianceCredit Bureau Reporting
Soft Skills
Effective LeadershipNegotiation SkillsCoachingMentoringTraining
Tools & Technologies
SuccessFactorsPerformance Management Systems
Certifications & Qualifications
Mortgage Loan Originator (MLO) Registration
Industry Keywords
GSEGNMAFNMAFHLMCHUDVAFHAPrivate Credit PortfoliosP&L ManagementService Levels
About the role
Key responsibilities & impact- Provide strategic leadership across all mortgage servicing functions
- Drive operational excellence, scalability, automation, and continuous improvement
- Ensure an exceptional member experience
- Partner with the sub-servicer, retail banking, credit risk, and other key teams
- Oversee the mortgage servicing lifecycle, including performing and default servicing, member escalations, agency relationships, credit bureau reporting, dispute management, and default resolution
- Build, lead, and develop a highly experienced mortgage servicing support team
- Coach, mentor, and train employees; conduct performance evaluations using BECU competencies and SuccessFactors
- Establish departmental and individual goals and monitor performance
- Oversee servicing workflows across BECU and its sub-servicer, including performance management, contractual compliance, and service levels
- Streamline workflows and improve operations through automation, optimization, and scalable servicing solutions
- Evaluate feedback regarding remote services and delivery channels and improve service delivery
- Oversee P&L and budget performance
- Lead business unit analytics and reporting and develop business cases
- Monitor KPIs, vendor and business partner relationships, and service levels
- Manage regulatory, investor, agency, and internal control compliance
- Lead vendor and sub-servicer relationships as the primary point of contact
- Oversee escalations, agency relationship management, credit bureau matters, default resolution, and dispute management
- Translate business requirements into technical specifications
- Establish UAT protocols and resolve technology issues
- Maintain workflows, procedure manuals, forms library, and compliance documentation
- Perform additional duties as assigned
Requirements
What you’ll need- Bachelor’s degree in business, business operations or related field, or equivalent work or educational experience
- 8 years of experience in mortgage servicing operations, mortgage banking, or closely related field
- 5 years of people leader experience
- Comply with SAFE Act Legislation, which requires annual registration as a Mortgage Loan Originator (MLO)
- Advanced degree (desired)
- Experience in performing and default management practices (desired)
- Experience with business reengineering, regulatory compliance, financial reporting/analytics, project management, process improvement and systems administration (desired)
- Experience leading large-scale project teams (desired)
- Experience managing GSE, GNMA, and MI claims (desired)
- Advanced understanding of mortgage agency guidelines and relationships including FNMA, FHLMC, HUD, VA, FHA, and Private Credit Portfolios (desired)
- Effective leadership and negotiation skills and ability to present information and/or training to individuals and groups (desired)
- Must be a resident of WA, OR, ID, CA, AZ, TX, NC, SC, GA, or VA
Benefits
Comp & perks- 401(k) Company Match (up to 3%)
- 4% annual contribution to your 401(k) by BECU
- Medical, Dental and Vision (family contributions as well)
- PTO Program + Exchange Program
- Tuition Reimbursement Program
- BECU Cares volunteer time off + donation match
- Performance-based compensation incentives