Director of Loan Servicing & Lending Quality Control

Job Description

Job Description

About MCU:

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Our Mission:

To help hard-working New Yorkers build better tomorrows

Our Vision:

Be New York's most loved financial institution by helping our members build their best financial futures

Overview: Municipal Credit Union (MCU), one of New York City’s premier financial institutions, is seeking an experienced and innovative leader to serve as Head of Loan Servicing & Lending Quality Control. This strategic leadership role is responsible for overseeing the full spectrum of loan servicing functions—mortgage, consumer, and indirect—as well as quality control and assurance programs across the lending portfolio. The ideal candidate will bring thought leadership, operational excellence, and regulatory rigor to strengthen MCU’s lending infrastructure and member service experience.

Responsibilities:

Specific duties include, but are not limited to, the following:

• Provide executive leadership for all post-origination loan servicing activities, including payments processing, escrow administration, investor reporting, and collections support.
• Design and implement scalable servicing processes that align with regulatory standards (NCUA, CFPB, NYDFS) and support loan portfolio growth.
• Analyze and report on key performance indicators (KPIs), (loan findings, risk metrics, portfolio performance, member complaints, etc.) and drive continuous improvement to enhance operational efficiency and member satisfaction.
• Lead cross-functional initiatives with IT, Risk, and Lending to automate servicing workflows and ensure seamless member communication across channels.
• Oversee vendor management for third-party loan servicing partners.
• Lead the development, execution, and reporting of quality control and assurance programs for consumer, mortgage, and indirect lending.
• Evaluate underwriting, processing, and post-closing practices to identify trends, mitigate risk, and maintain compliance with internal policies and external regulations.
• Present findings to executive leadership and the Board of Directors with actionable recommendations to improve loan quality, mitigate losses, and ensure sound lending practices.
• Collaborate with Compliance, Risk Management, and Internal Audit to ensure all findings are addressed, tracked, and resolved within required timeframes.
• Recruit, develop, and lead a high-performing loan servicing and quality control teams.
• Provide coaching, training, and mentorship to ensure team members are equipped with the skills and knowledge to excel.
• Promote a culture of collaboration, accountability, and continuous learning.
• Monitor industry trends, regulatory updates, and market dynamics to inform strategic initiatives.
• Identify opportunities for process improvements, cost savings, and technology adoption.
• Act as a trusted advisor and subject matter expert to internal stakeholders and external partners.

Requirements:

• Bachelor’s degree in Finance, Business Administration, or a related field (MBA or advanced certifications preferred).
• 10+ years of experience in lending operations, with at least 5 years in a senior leadership role overseeing both loan servicing and quality control.
• Proven track record in driving operational change, improving loan servicing performance, and elevating quality control frameworks.
• Strong knowledge of federal and New York State lending and servicing regulations, including CFPB, NCUA, and NYDFS.
• Thorough knowledge of Fannie Mae and all other secondary market guidelines.
• Knowledge in the areas of TRID, Appendix Q, RESPA, MDIA, HMDA, TILA, ECOA, FCRA, Fair Lending

Competencies:

• Excellent analytical, decision-making and problem-solving skills.
• Demonstrated thought leadership with a strategic mindset and ability to lead with influence across the organization.
• Excellent communication and interpersonal skills.

• Ability to effectively prioritize tasks and meet deadlines.
• Must be flexible and adaptable in a changing environment.

• Proficiency in Excel and Microsoft Office Suite.
• Strong PC skills,
• Self-motivated, ability to communicate within a team to solve issues and drive results, positive attitude.
• Requires attention to detail and organizational skills.

• Highly Ethical

Why you'll be a good fit:

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you’ll bring the following

Results - We are passionate about winning.

Agility - We proactively anticipate, respond and pivot to ensure MCU wins.

Integrity - We operate with the highest ethical standards and highest degree of honesty.

Belonging - We cultivate a culture of inclusion and teamwork.

Ownership - We take personal responsibility and hold ourselves accountable for the results.

What we can offer you:

Competitive compensation, medical and dental benefits.

401K with employer match

Flexible paid time off

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.

Municipal Credit Union (MCU) is an Equal Opportunity Employer.

Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.