Location: Middletown, RI

Department:  Loan Servicing

General Business Hours: M-F: 9:00 a.m. – 5:00 p.m. 

Shift:  Full Time - Exempt

Managed by (Title): CFO

Compensation:   Salary

FLSA Status: Exempt

Last Updated: 9/15/2025

SUMMARY

The Loan Servicing Manager will oversee all functions and staff related to the servicing, quality control and collections efforts of the servicing of mortgage loans, including associated post close activities that affect servicing and trading of servicing.  Embrace uses a sub-servicer to perform most of the servicing functions, so ability to communicate and manage our vendor and our data is paramount.  

KNOWLEDGE, EXPERIENCE AND SKILLS REQUIRED 

Technical Knowledge, Years of Related Experience, Skills, Licenses, and Systems Experience

1. Education: College Degree or equivalent experience
2. Experience: Exceptional customer service skills; 3-5 years in a managerial role preferred 
3. Skills: Strong organizational skills, effective time management, excellent communication skills
4. Systems: Proficient computer skills (MS Office Suite including Outlook, MSWord, Excel); Empower LOS knowledge preferred

TRAINING REQUIRED

Participate in additional training on sales, technology, products, procedures and pricing on an ongoing basis.  Complete annual training as required by company policy and law on an annual basis in a timely manner.  

RESPONSIBILITIES

Relationship Manager for interim and sub-servicers, early buyout facilities, and sub-servicing oversight vendor

Custodial oversight 

Oversight of the day-to-day sub servicing activities – 

Liaison between internal departments as it pertains to servicing activities

Monthly oversight of all collection activities at sub-servicer

Management of monthly meeting with business units with sub-servicer

Oversight of the quality control process to monitor of sub-servicer

Oversight of the EBO Pipeline and any opportunities to buy out GNMA loans 

Ensure REO pipeline is progressing towards disposing of properties

Support corporate, regulatory, MERS, and agency audits 

Manage sales of Portfolio Loans

Oversight of process to reboard repurchased loans

Make sure servicing complaints are shared with Compliance

Management of any future MSR sales

SPECIFIC ACTIVITIES  

Attend and participate in all Monthly Awards Ceremonies, Corporate Gatherings & Training Events

Read all newsletters and bulletins to remain current on corporate policies, procedures, and developments. 

COMPETENCIES REQUIRED

Dealing with Ambiguity: Operate effectively, even when things are not certain or the way forward is not clear. 

Approachability: Ability to build strong relationships with internal and external individuals 

Decision Quality: Making good and timely decisions that keep the organization moving forward

Problem Solving: Accurately assesses problems and effectively and efficiently arrives at excellent solutions.

Communicative: Provide timely and helpful information to customers and teammates across the organization, verbally or in writing.

Business Acumen: Interpreting and applying understanding of key financial indicators to make better

business decisions

WORK ENVIRONMENT AND DEMANDS 

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

Office

Possible Work Hazards:

Minimal

Physical Demands:

Light

OTHER CONSIDERATIONS

Embrace Home Loans is an Equal Opportunity and ADA compliant Employer, committed to diversity in the workplace.

This job description is a general description of essential job functions.  It is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform.  All employees are expected to perform tasks as assigned by supervisory personnel, regardless of job title or routine job duties.

Disclaimer for Connecticut Applicants: The applicant is not required to disclose the existence of any erased criminal history record information, erased criminal history record information are records pertaining to a finding of delinquency or that a child was a member of a family with service needs, an adjudication as a youthful offender, a criminal charge that has been dismissed or paroled, a criminal charge for which the person has been found not guilty or a conviction for which the person received an absolute pardon or criminal records that are erased pursuant to statute or by other operation of law, and Any person with erased criminal history record information shall be deemed to have never been arrested within the meaning of the general statutes with respect to the proceedings so erased and may so swear under oath.