Associate Manager, Loan Servicing

Job Description

Job Description

First Entertainment Credit Union is looking for an Associate Manager, Loan Servicing & Compliance to join its Lending Operations team. In accordance with Credit Union policies and procedures, the Associate Manager provides day-to-day leadership support for post-origination loan servicing, payment and payoff processing, member communication, quality control activities, and lending compliance functions. This role is designed for a highly experienced professional who already serves as a team lead by knowledge, judgment, and day-to-day influence, and who is ready to transition into an entry-level leadership role with direct reports. The Associate Manager supports daily execution, coaching, escalation handling, process consistency, and compliance awareness while operating under the direction of the Sr. Loan Servicing & Compliance Manager.

The Associate Loan Servicing & Compliance Manager serves as a working operational leader and subject matter resource for the servicing team. The role helps maintain procedures, training resources, job aids, quality control routines, and daily workflow practices that support accuracy, compliance, service quality, and operational scalability. The Associate Manager focuses on direct teammate support, routine escalations, quality review follow-through, and consistent execution of approved servicing and compliance practices.

This is a full-time, hybrid opportunity reporting to the Sr. Loan Servicing & Compliance Manager and is based in Hollywood, CA.

Responsibilities

• Serve as a first-level escalation point for teammate questions, member service issues, servicing exceptions, and routine compliance concerns, escalating complex or higher-risk matters to the Loan Servicing & Compliance Manager as appropriate.
• Review routine quality control findings, error trends, servicing exceptions, and compliance observations; coach teammates on corrective actions and identify patterns for management review.
• Perform and oversee real estate loan servicing activities, including mortgage and home equity servicing, payoffs, lien releases, escrow administration, insurance tracking, servicing transfers, and post-closing loan maintenance to ensure accurate loan servicing, member support, and risk mitigation.
• Apply knowledge of real estate servicing and lending regulations to ensure servicing activities, member communications, documentation, and record retention practices comply with regulatory requirements and Credit Union policies.
• Support the intake, tracking, documentation, servicing coordination, and escalation of real estate loan extensions, renewals, and modification requests, ensuring approved changes are accurately reflected in servicing systems and supported by appropriate documentation.
• Support commercial loan servicing activity, including borrower communication, insurance and collateral tracking, payment and payoff support, loan maintenance, covenant or financial reporting follow-up, maturity and renewal tracking, and post-closing documentation support.
• Support consumer loan servicing activity, including payment, payoff, title, insurance, ancillary product, maintenance, and member service support.
• Assist with audit, compliance review, and examination preparation by gathering documentation, validating file evidence, researching servicing activity, and supporting timely response preparation under manager direction.
• Train, mentor, and provide real-time feedback to teammates to strengthen technical servicing knowledge, compliance awareness, member service quality, and consistency of execution.
• Support teammate lifecycle activities, including but not limited to talent acquisition, onboarding, offboarding, coaching, and talent development.
• Identify process gaps, training needs, recurring errors, control weaknesses, and member experience issues and recommend practical improvements to management.
• Partner with Lending Operations, Real Estate Lending, Commercial Lending, Collections, Compliance, Member Experience, the Retail team and other stakeholders to resolve servicing issues and support consistent cross-functional handoffs.
• Support the development, maintenance, and consistent use of procedures, job aids, checklists, training resources, and workflow documentation across servicing and quality control functions.
• Participate in projects or perform other duties, as needed.

Requirements

• A bachelor’s degree from an accredited college or university preferred.
• 3 to 4 or more years of experience in loan servicing, lending operations, lending compliance, quality control, or a related function within a financial institution.
• Certified Regulatory Compliance Manager (CRCM), mortgage servicing, compliance, or similar certification preferred but not required.

• Prior team lead, senior specialist, or informal leadership experience required.
• Proficient knowledge of real estate loan servicing, including mortgage and home equity servicing workflows, loan extensions, renewals and modifications, post-closing loan maintenance, lien perfection and release, payoff and reconveyance processes, insurance and flood tracking, escrow administration, servicing documentation, and member communications.
• Working knowledge of real estate lending and servicing compliance requirements, including applicable federal and state regulations, internal controls, quality control practices, audit readiness, documentation standards, risk identification and escalation, error resolution, and corrective action tracking.
• Commercial loan servicing knowledge, including familiarity with CRE and business loan servicing, borrower communication, insurance and collateral monitoring, financial reporting or covenant follow-up, maturity tracking, renewals, modifications, and post-closing documentation preferred.
• Consumer loan servicing experience, including knowledge of title processing, payment and payoff handling, ancillary products, insurance tracking, loan maintenance, and member service support helpful.

• Excellent communication skills, both written and verbal, with the ability to coach teammates, explain servicing requirements clearly, and communicate effectively with members and internal stakeholders.
• Strong member service skills, sound judgment, professionalism, and ability to handle escalated or sensitive servicing matters with appropriate urgency and care.
• Strong analytical thinking, attention to detail, problem-solving ability, and commitment to accurate documentation and follow-through.
• Proficiency in Microsoft Office products.
• Symitar, Meridian Link, Encompass, or other loan servicing and loan origination system experience highly preferred.

First Entertainment Credit Union does not utilize artificial intelligence (AI) tools in any part of the hiring process. This includes reviewing applications, analyzing resumes, or evaluating candidate responses. All hiring decisions are made exclusively by our hiring teams, in compliance with applicable employment laws and regulations to ensure fairness, transparency, and equal opportunity.