Senior Manager Investor Services

Job Description

Job Description

We are looking for an experienced Senior Manager Investor Services to lead client-facing mortgage servicing operations in the northwest suburbs of Chicago Illinois. This role combines strategic account leadership with oversight of servicing performance, helping ensure investor and client expectations are met through responsive support, strong execution, and consistent delivery. The position works closely with senior leaders and cross-functional teams to strengthen client partnerships, guide portfolio transitions, and advance service quality across the organization.

Responsibilities:

• Build and maintain strong relationships with investors, servicing clients, and external partners, acting as a trusted point of contact for high-level business needs.

• Address complex client issues and escalations with urgency, coordinating internal teams to deliver effective and timely resolutions.

• Contribute to client retention and growth by identifying service enhancements, supporting expansion opportunities, and sustaining a high standard of client experience.

• Collaborate with sales and executive stakeholders on business development efforts, including presentations, prospect evaluations, and due diligence activities.

• Establish and refine reporting approaches that highlight operational results, service trends, and client experience metrics for internal and external audiences.

• Lead the planning and execution of portfolio onboarding, loan boarding, acquisitions, and servicing transfers while ensuring smooth implementation.

• Direct cross-functional coordination during portfolio transitions to reduce risk, maintain service continuity, and support successful delivery.

• Promote operational improvements that increase efficiency, strengthen controls, improve scalability, and elevate quality and client satisfaction.

• Oversee quality management practices, compliance controls, and service commitments to ensure alignment with contractual, organizational, and regulatory standards.

• Manage and develop department staff through goal setting, coaching, performance feedback, and accountability measures that support a collaborative, high-performing team culture.

• Bachelor’s degree in business, finance, or a related field.
• At least 5 years of mortgage servicing experience.
• 5+ years of people leadership experience, including management of 5 or more direct reports.
• Practical knowledge of mortgage servicing regulations and compliance expectations.
• Demonstrated ability to manage client relationships, reporting, and service delivery in a servicing environment.
• Experience overseeing loan administration activities, including onboarding or portfolio transfer coordination.
• Strong leadership, communication, and stakeholder management skills.
• Willingness and ability to travel up to 25% as needed.