Senior Vice President, Real Estate Servicing – Specialized Operations

Navy Federal Credit Union

. Set and execute short- and long-term strategy, operating model, priorities, policies, and performance expectations for Real Estate Lending Servicing & Specialized Operations.

Posted 10/31/2026full-timeUnited StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive expertise in mortgage and home equity servicing, regulatory compliance, and risk management while leading large-scale operational transformations and cross-functional teams. Proven ability to set strategic direction, establish governance, and drive performance improvements in complex financial services environments.

Highest-signal resume keywords

Mortgage Servicing ExpertiseRegulatory Compliance KnowledgeOperational Transformation LeadershipRisk Management Framework DesignFinancial Acumen

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Mortgage ServicingHome Equity ServicingLoss MitigationFraud Risk ManagementQuality AssuranceRegulatory ComplianceData AnalyticsAI-Enabled Process ImprovementBudget ManagementOperational Effectiveness

Soft Skills

Executive CommunicationNegotiationInfluenceConsensus BuildingLeadership Development

Tools & Technologies

Digital Servicing PlatformsAutomation ToolsAnalytics SoftwareWorkflow Management Systems

Industry Keywords

Real Estate LendingConsumer Loan ServicingFinancial ServicesNCUA ComplianceCFPB GuidanceRisk ExposureMember ExperienceOperational StandardsPerformance MetricsCross-Functional Collaboration

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Set and execute short- and long-term strategy, operating model, priorities, policies, and performance expectations for Real Estate Lending Servicing & Specialized Operations.
Advise senior executive leadership on servicing strategy, portfolio performance, member-impact trends, regulatory developments, risk exposure, and business-improvement opportunities.
Establish governance, decision rights, accountability, and operating cadence across a complex organization.
Direct end-to-end mortgage and home equity servicing operations throughout the life of the loan.
Set service standards and KPIs for member experience, quality, timeliness, productivity, complaints, delinquency, cure performance, loss mitigation, and operational effectiveness.
Oversee performing and non-performing servicing, account maintenance, payment and escrow processes, delinquency management, default servicing, loss mitigation, and member assistance.
Lead fraud prevention, detection, investigation support, and fraud loss recovery across Real Estate Lending.
Oversee quality assurance, monitoring, issue management, legal reviews, title matters, OFAC requirements, and litigation response support.
Ensure compliance with applicable laws, regulations, investor and agency requirements, NCUA and CFPB guidance, and Navy Federal policies.
Lead first-line risk and control design, monitoring, testing, continuous improvement, exam readiness, and remediation.
Develop and execute a multi-year digital servicing transformation roadmap involving platform modernization, workflow streamlining, self-service, analytics, automation, artificial intelligence, and machine learning.
Partner with Technology, Data, Cybersecurity, Risk, Compliance, Legal, Finance, Internal Audit, and other enterprise functions.
Oversee budgets, forecasts, productivity targets, vendor spend, investment priorities, return on investment, and third-party performance.
Select, lead, coach, and develop a high-performing leadership team; build succession pipelines and manage performance and merit pay.

Requirements

What you’ll need

Bachelor’s degree in business administration, finance, accounting, economics, real estate, or a related field, or an equivalent combination of education, training, and experience.
Fifteen or more years of progressively responsible leadership experience in mortgage servicing, real estate lending operations, consumer loan servicing, or a closely related financial-services function, including senior leadership of a large and complex operation.
Deep end-to-end knowledge of mortgage and home equity servicing, including performing and non-performing servicing, default management, loss mitigation, fraud risk, quality assurance, legal/title matters, and member or borrower operations.
Expert knowledge of federal and state laws, regulations, and supervisory expectations governing mortgage servicing, real estate lending, fair lending, consumer protection, risk management, and regulatory compliance.
Demonstrated success leading enterprise-scale transformation, operating-model redesign, servicing-platform modernization, automation, advanced analytics, and/or AI-enabled process improvement.
Extensive experience designing and operating risk and control frameworks, managing regulatory examinations and audits, and driving issue remediation to sustainable closure.
Proven ability to lead large, cross-functional, multi-layered teams and complex initiatives with significant business, member, financial, regulatory, and reputational impact.
Strong financial acumen and experience managing large operating budgets, annual financial plans, workforce capacity, vendors, investment priorities, and measurable business outcomes.
Exceptional executive communication, negotiation, influence, and consensus-building skills, including the ability to advise senior executives and represent the organization with regulators, auditors, legal counsel, and external stakeholders.
Advanced analytical, quantitative, reconciliation, and deductive-reasoning skills; demonstrated ability to solve ambiguous, high-impact problems and make sound decisions in a dynamic environment.
Demonstrated leadership with diplomacy, resilience, adaptability, appropriate assertiveness, and a sustained record of developing high-performing leaders and teams.
Master’s degree and industry credentials are desired qualifications, not required.

Benefits

Comp & perks

Highly competitive pay
Generous benefits and perks
Culture that is energized, engaged and committed
Employee engagement, leadership development, knowledge transfer, workforce planning, and talent mobility opportunities