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About the Role

The Vice President (VP) of Portfolio Servicing & Client Solutions provides strategic and operational leadership for the credit union’s Real Estate, Consumer Lending, and Commercial Lending servicing functions. This role oversees the full lifecycle of loan servicing operations, ensuring exceptional member experience, operational excellence, and compliance with all State and Federal regulations. As a key leader, the VP drives continuous improvement, productivity, and risk‑mitigation initiatives across servicing teams, while fostering a high‑performance culture through effective coaching, development, and change leadership. The role partners closely with lending, compliance, risk, finance, and technology leaders to shape and execute servicing strategies that support loan portfolio health, sustainable growth, and organizational goals. Additionally, the VP provides leadership in the development and enhancement of servicing policies, workflows, and digital solutions. This leader actively monitors industry trends, regulatory changes, and economic conditions, using insights to recommend and implement proactive strategies that optimize operations, enhance member value, and maintain the safety and soundness of the overall loan portfolio.

Responsibilities

Provide executive oversight of loan servicing operations for Real Estate, Consumer, and Commercial lending portfolios.
Develop and implement servicing strategies, delivery channels, and support programs to enhance operational performance, member experience, and portfolio quality.
Partner with senior leaders across Lending, Risk, Finance, Operations, and Technology to improve servicing capabilities, processes, systems, and vendor partnerships.
Lead the development and refinement of servicing policies and procedures, ensuring alignment with regulatory requirements, internal controls, and industry best practices.
Oversee the creation and utilization of reporting tools and performance metrics to monitor productivity, service levels, and operational effectiveness.
Drive continuous process improvements, workflow enhancements, and technology-enabled efficiencies across all servicing functions.
Ensure all servicing activities adhere to applicable federal and state regulations, investor/insurer requirements, and internal policy standards.
Direct quality assurance reviews and internal audits of servicing operations, ensuring timely remediation and strengthening of controls.
Collaborate with Compliance and Risk Management to identify emerging risks, regulatory trends, and portfolio issues, implementing mitigation strategies.
Represent Loan Servicing in regulatory examinations, internal audits, and enterprise compliance initiatives.
Provide leadership, coaching, and development to servicing teams, fostering a high-performance, accountable, and member-focused culture.
Establish and monitor service level standards, productivity expectations, and performance metrics for direct reports.
Identify talent needs, develop team capabilities, and ensure effective succession planning within Loan Servicing.
Work closely with internal partners to ensure consistent servicing delivery across all channels and alignment with lending policies, product requirements, and organizational objectives.
Evaluate and recommend third-party vendors, technology platforms, and service providers to support servicing strategy and operational needs.
Maintain awareness of industry developments, regulatory changes, and competitive trends impacting loan servicing practices.
Perform other related duties and responsibilities as required to support organizational priorities and strategic goals.

Requirements

Proven experience leading large, multi-disciplinary servicing teams
Experience managing enterprise-level operational initiatives
Ability to operationalize regulatory requirements into compliant processes and strong internal controls
Ability to oversee complex operations
Ability to prioritize resources
Ability to manage multiple initiatives in a fast-paced, regulated environment
Ability to represent the institution professionally in regulatory, audit, and stakeholder engagements

Skills

Comprehensive knowledge of federal and state lending and servicing regulations (Reg Z, Reg B, ECOA, FACTA, FCRA, RESPA, TILA, HMDA, SCRA)
Proficiency with Microsoft Office
Proficiency with loan servicing technologies
Experience with Correlation Keystone (plus)
Experience with MeridianLink (plus)
Experience with Encompass (plus)
Strong leadership skills
Track record of developing high-performing teams
Ability to foster a culture of accountability and service excellence
Organizational planning
Change management
Continuous process improvement
Excellent written and verbal communication skills
Ability to convey complex information to executive leadership and cross-functional partners
Strong analytical and problem-solving abilities
Experience evaluating operational risks and business impacts
Effective project management skills
Experience leading cross-functional initiatives
Sound judgment
Integrity
Executive presence
Strong interpersonal and relationship-building skills
Ability to collaborate across all organizational levels and with external partners

Location

San Francisco, CA 94102

Work Type

Full Time

Experience Level

10+ years of experience in loan servicing or lending operations
5+ years in leadership roles within a regulated financial institution

Education Level

Bachelor’s degree in business, Finance, or related field
Advanced degree preferred or equivalent executive-level experience

Salary/Compensations

$180,000.00 - $200,000.00

Benefits

Health insurance plans
Generous PTO
401(k) Plan
Profit sharing
Competitive base salary
Bi-annual bonuses
Tuition reimbursement

About the Company

San Francisco Federal Credit Union (SFFedCU) has over 43,000 members and assets exceeding $1.3 billion.
SFFedCU has branches in San Francisco and San Mateo County.

Equal Opportunity

San Francisco Federal Credit Union (SFFedCU) is an Equal Employment Opportunity Employer.
SFFedCU does not discriminate in employment based on race, color, religion, sex, national origin, age, physical and mental disability, marital status, pregnancy, childbirth, breastfeeding or related condition, ancestry, medical condition, veteran or military status, sexual orientation, gender, gender identity or gender expression, HIV/AIDS status, genetic information, or any other characteristic protected by law.
Pursuant to the San Francisco Fair Chance Ordinance, qualified applicants with arrest and conviction records will be considered for employment.