Job Details

Lead Mortgage Servicing Analyst

Location: Hybrid (Must reside in North Carolina) with the ability to commute to Raleigh for training and on an as needed basis Department: Finance - Mortgage Loan Servicing Salary Range: $85,450 - $106,315 (Based on experience and education)

About Us

At the North Carolina Housing Finance Agency (NCHFA), we make homeownership possible. Since our start, we've helped finance over 310,700 affordable homes and apartments across North Carolina. We're a public, self-supporting agency working to improve lives through safe, affordable housing.

About the Role

We're looking for a Lead Mortgage Servicing Analyst to bring their expertise to our Mortgage Loan Servicing team, which manages servicing for agency-held loans. If you're experienced in loan servicing, great at problem-solving, and ready to step into a leadership role, this could be the job for you.

You'll be responsible for analyzing, improving, and supporting day-to-day servicing operations like payment processing, delinquencies, lien releases, customer support, and more. You will supervise staff and will be a key resource for both the team and leadership.

What You'll Do

• Perform senior level tasks that may include analysis, review and approval of end of day cash balancing, incoming call monitoring, quality control of loan servicing system data reports, key loan servicing production and exception reports
• Serve as a subject matter expert in loan servicing systems (External systems such as PACER (Public Access to Court Electronic Records), County Tax and GIS (Geographical Information System) and Register of Deeds and internal systems such as FICS, HOS, MistrData and Lien Release.)
• Hire and supervise staff who perform tasks such as payment processing, customer service, multifamily insurance tracking, bankruptcy, occupancy and foreclosure, payoff quotes or subordinations. Support in a back-up capacity as needed
• Support team performance, training, and professional development
• Help to resolve borrower disputes and complex account issues
• Identify and implement process improvements to increase efficiency and reduce risk
• Ensure compliance with servicing standards (FHA, VA, USDA, CFPB, Fair Debt Collection laws, etc.)
• Produce and analyze key reports and dashboards for internal stakeholders
• Analyze data and trends to detect potential workflow backlogs and implements changes to mitigate risk.
• Review and update written loan servicing procedures

What You Bring

• Bachelor's degree in business, finance, accounting, or a related field
• 8+ years of experience in mortgage loan servicing or a similar area (or equivalent mix of education & experience)
• Advanced knowledge of industry practices and regulations such as Consumer Financial Protection Bureau (CFPB), Fair Debt Collection laws and government insuring entity (FHA, VA and USDA) servicing requirements that govern loan servicing processing
• Strong experience working with automated loan servicing systems and producing data reports
• Strong ability to act as subject matter expert to the team and the organization
• Ability to analyze trends, troubleshoot issues, and recommend operational improvements
• Leadership and mentoring skills, with the ability to manage team performance and coaching
• Advanced Excel skills; proficient in Word, Outlook, and Teams
• Excellent written and verbal communication skills

Why Work With Us?

We care about your career, your well-being, and your future. Our benefits include:

Health & Wellness: Medical, dental, vision, cancer, critical illness, accident, and disability insurance Retirement Plans: 401(k), 457, plus the NC Teachers' and State Employees Retirement System (Pension!) Growth Opportunities: Professional development, continuing education, performance coaching Generous PTO: 12 paid holidays + vacation, sick, personal, parental, bereavement, and community service leave Extras: Annual longevity checks, FSA options, travel assistance, and more

Ready to Apply?

If you're a mortgage servicing professional looking for a meaningful career at a mission-driven organization, we'd love to hear from you. Join a team that values your contributions and helps make homeownership possible for thousands of North Carolinians.