Manager of Loan Servicing and Support

Piper Companies is seeking a Manager of Loan Servicing & Support to lead a high‑performing servicing team and drive operational excellence across multiple servicing streams. This position requires a true manager with strong operational banking experience, a data‑driven mindset, and a proven ability to enhance processes across a loan servicing environment.

You will oversee one team supporting four department streams, with a strong emphasis on ACH/GL reconciliation and operational accuracy. This is a pure servicing role — no collections work involved.

Key Responsibilities

• Lead, mentor, and develop a high‑performing loan servicing team.
• Oversee daily operations including payoffs, payments, credit disputes, and credit reporting.
• Quickly identify and resolve operational issues.
• Ensure compliance with investor guidelines and PenFed policies.
• Build, monitor, and present KPIs; implement data‑driven improvements.
• Improve member experience and manage escalated servicing issues.
• Lead system optimization efforts, support platform upgrades, and contribute to digital transformation.
• Maintain and update policies, procedures, and operational controls.
• Collaborate cross‑functionally with business, technology, and operational stakeholders.
• Negotiate vendor SOWs and cost structures as needed.

Required Qualifications

• Bachelor’s degree in a related field
• 8+ years of experience in loan servicing, ideally within a financial institution.
• 3+ years of supervisory or assistant manager experience.
• 3+ years of credit reporting and dispute resolution experience.
• Strong knowledge of loan servicing regulations and compliance requirements.
• Experience with NACHA/ACH processing.
• Experience with General Ledger reconciliation.
• Familiarity with loan servicing platforms, including reconciliation tools like BlackLine.
• Excellent analytical, problem‑solving, and communication skills.
• Proficiency in Microsoft Office Suite.

Keywords: Loan servicing manager, loan operations, loan support, financial services, banking operations, credit union operations, ACH processing, NACHA processing, general ledger reconciliation, GL reconciliation, loan payoffs, loan payments, credit disputes, credit reporting, operational accuracy, compliance, investor guidelines, KPI management, data‑driven improvements, operational excellence, member experience, escalation management, system optimization, platform upgrades, digital transformation, loan servicing platforms, reconciliation tools, Blackline, vendor management, vendor negotiations, SOW management, process improvement, team leadership, staff development, cross‑functional collaboration, operations control, policy management, procedure updates, analytical skills, problem‑solving, Microsoft Office proficiency, supervisory experience, assistant manager experience, financial institution experience, loan servicing regulations