Director Mortgage Servicing

• Build and Develop High-Performing Teams: You’ll build, lead, and develop a highly experienced mortgage servicing support team, establishing member-focused policies, practices, and operational standards that support sustainable growth and scalability.
• Coach, Mentor, and Inspire: You’ll provide ongoing coaching, mentoring, and training to support employee development, strengthen performance, and encourage professional growth. You’ll meet with team members regularly to conduct performance evaluations using BECU competencies and SuccessFactors as performance measures.
• Set Direction and Drive Accountability: You’ll establish departmental and individual goals aligned with BECU’s operating plan, providing clear direction, ongoing performance monitoring, and the support your team needs to deliver timely and accurate services.
• Oversee End-to-End Servicing Operations: You’ll provide strategic oversight of mortgage servicing workflows across BECU and its sub-servicer, ensuring strong performance management, contractual compliance, and adherence to established service-level expectations.
• Drive Process Improvement and Scalability: You’ll identify opportunities to streamline workflows, strengthen operational quality, and improve the member experience through automation, optimization, and scalable servicing solutions.
• Champion the Member Experience: You’ll evaluate and respond to member and employee feedback regarding remote services and delivery channels, translating insights into effective solutions that improve service delivery and meet evolving member needs.
• Strengthen Servicing Practices: You’ll maintain a comprehensive understanding of mortgage servicing operations, policies, procedures, and regulatory requirements to ensure consistent, effective, and compliant execution across the organization.
• Own Financial Performance: You’ll oversee P&L and budget performance, identifying opportunities to optimize revenue, manage expenses, and deliver sustainable long-term business value.
• Turn Insights into Action: You’ll lead business unit analytics and reporting, evaluate performance data, identify trends, and develop business cases that inform strategic decisions and operational improvements.
• Monitor Business Performance: You’ll oversee operational performance, key performance indicators (KPIs), vendor and business partner relationships, and service levels to ensure alignment with organizational goals.
• Champion Regulatory and Investor Compliance: You’ll maintain a strong oversight and internal control environment, proactively managing regulatory changes and ensuring adherence to applicable investor, agency, and regulatory guidelines.
• Lead Vendor and Sub-Servicer Relationships: You’ll serve as the Credit Union’s primary point of contact for mortgage servicing matters, ensuring consistent, compliant practices across BECU and applicable vendors, including the sub-servicer.
• Manage Complex Servicing Matters: You’ll oversee member escalations, agency relationship manager engagement, credit bureau management matters, consumer credit bureau reporting, default resolution, and dispute management.
• Strengthen Operational Controls: You’ll ensure mortgage servicing activities are consistently managed in accordance with contractual obligations, regulatory expectations, and applicable Credit Union standards.
• Translate Business Needs into Technology Solutions: You’ll lead system administration efforts by translating business requirements into technical specifications and ensuring technology solutions support business objectives.
• Oversee System Testing and Issue Resolution: You’ll establish business unit protocols for User Acceptance Testing (UAT) and lead the resolution of technology issues impacting mortgage servicing operations.
• Develop and Maintain Operational Documentation: You’ll lead the creation and ongoing maintenance of business workflows, procedure manuals, and supporting documentation, ensuring effective management of the forms library and compliance with state and federal regulations.
• Support Broader Business Priorities: You’ll perform additional duties as assigned, bringing your expertise, leadership, and collaborative approach to evolving business needs.

This isn’t just about ticking off tasks on a list. It's about making a significant, positive change in BECU’s journey, where your contributions are valued, and your growth is continually fostered.

WHAT YOU’LL GAIN

• Strategic Influence: Shape the direction and future of BECU’s mortgage servicing operations, influencing business strategy and enterprise-wide initiatives.
• Meaningful Leadership Impact: Lead and develop experienced professionals while building a culture of accountability, collaboration, and continuous improvement.
• Enterprise-Level Visibility: Partner with senior leaders and cross-functional teams across retail banking, credit risk, technology, and operations.
• Transformation Opportunities: Drive large-scale process improvements, automation, system enhancements, and operational modernization.
• Purpose-Driven Work: Make a meaningful difference in the financial well-being of members while contributing to the success of a member-owned credit union.