Director Mortgage Servicing

Is it surprising to hear that a financial institution of 1.5 million members and over $30 billion in managed assets say that success comes from focusing on people, not profits?

Our “people helping people” philosophy has guided us since 1935, driving our deep commitment to serving our members, communities, and each other. When you join our team, you become part of a purpose-driven organization where your work makes a real difference.

While we’re proud of our history, we’re even more excited about our future. With business and technology transformation on the horizon, there’s never been a better time to be part of BECU.

You bring more than your expertise to your role, and that matters here. Your story, perspectives, and lived experiences help shape belonging at BECU and deepen how we connect with and support our employees, our members, and our communities.

PAY RANGE

BENEFITS – because people helping people starts with supporting you

• 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

IMPACT YOU’LL MAKE:

As the Director of Mortgage Servicing, you’ll shape the future of mortgage servicing at BECU by providing strategic leadership across all servicing functions. You’ll drive operational excellence, scalability, automation, and continuous improvement while ensuring an exceptional member experience. Through strong partnerships with our sub-servicer, retail banking, credit risk, and other key teams, you’ll bring people, processes, and technology together to build efficient, sustainable operations. You’ll oversee the mortgage servicing lifecycle, including performing and default servicing, member escalations, agency relationships, credit bureau reporting, dispute management, and default resolution.

Your leadership will strengthen vendor partnerships, champion regulatory compliance, optimize financial performance, and transform operations to support BECU’s continued growth. This is your opportunity to make a meaningful difference in our members’ financial lives while helping shape the future of mortgage servicing.

To join our dynamic team in this role, we require candidates to be residents of WA, OR, ID, CA, AZ, TX, NC, SC, GA, or VA. If you’re located in Washington state and within a reasonable driving distance to our Tukwila Headquarters (TFC), we encourage you come into the office on Tuesdays & Wednesdays each week. For those candidates that live outside the commutable distance to TFC and in any of our approved remote work locations, this role will be primarily remote. Remote or onsite, we are committed to ensuring you are fully engaged and included in our collaborative environment.

WHAT YOU’LL DO:

• 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.

QUALIFICATIONS:

Minimum Qualifications:

• 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).

Desired Qualifications:

• Advanced degree.
• Experience in preforming and default management practices.
• Experience with business reengineering, regulatory compliance, financial reporting/analytics, project management, process improvement and systems administration.
• Experience leading large-scale project teams.
• Experience managing GSE, GNMA, and MI claims.
• Advanced understanding of mortgage agency guidelines and relationships to include FNMA, FHLMC, HUD, VA. FHA, and Private Credit Portfolios.
• Effective leadership and negotiation skills and the ability to present information and/or training to individuals and groups.

JOIN THE JOURNEY:

Ready to make an indelible impact? Eager to be a part of a collaborative and innovative team where your ideas and contributions don’t just fill a role, but fuel the growth and success of BECU? This is more than a job – it’s a chance to elevate your career, skills, and future, all while contributing to the robust technological landscape of BECU.

Embrace the opportunity to grow with us. Apply now, bring your expertise to the table, and let’s achieve excellence together at BECU. Your journey of influence, innovation, and impactful contribution starts now. #BECU #YourGrowth #BECUJourney

EEO Statement:

BECU is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status.