Senior Vice President, Real Estate Servicing & Specialized Operations

The Senior Vice President, Real Estate Servicing & Specialized Operations, provides enterprise leadership for Navy Federal’s end-to-end mortgage and home equity servicing portfolio and the specialized operations that protect members, the institution, and the integrity of the real estate lending business. The role is accountable for operational performance, member experience, regulatory compliance, first-line risk and controls, portfolio quality, and enterprise transformation across the life of the loan.

This executive sets the long-range strategy and operating model for Real Estate Lending (REL) Servicing & Specialized Operations; advises senior executive leadership on portfolio performance, risk, regulatory developments, and investment priorities; and partners across Legal, Risk, Compliance, Technology, Data, Finance, Internal Audit, Member Strategy, and other enterprise functions. The mandate is to deliver member-centered, digitally enabled, resilient operations that combine disciplined execution with strong governance, measurable outcomes, and a high-performing leadership bench.

- Bachelor’s degree in business administration, finance, accounting, economics, real estate, or a related field, or an equivalent combination of education, training, and experience.
- Fifteen or more years of progressively responsible leadership experience in mortgage servicing, real estate lending operations, consumer loan servicing, or a closely related financial-services function, including senior leadership of a large and complex operation.
- Deep end-to-end knowledge of mortgage and home equity servicing, including performing and non-performing servicing, default management, loss mitigation, fraud risk, quality assurance, legal/title matters, and member or borrower operations.
- Expert knowledge of federal and state laws, regulations, and supervisory expectations governing mortgage servicing, real estate lending, fair lending, consumer protection, risk management, and regulatory compliance.
- Demonstrated success leading enterprise-scale transformation, operating-model redesign, servicing-platform modernization, automation, advanced analytics, and/or AI-enabled process improvement.
- Extensive experience designing and operating risk and control frameworks, managing regulatory examinations and audits, and driving issue remediation to sustainable closure.
- Proven ability to lead large, cross-functional, multi-layered teams and complex initiatives with significant business, member, financial, regulatory, and reputational impact.
- Strong financial acumen and experience managing large operating budgets, annual financial plans, workforce capacity, vendors, investment priorities, and measurable business outcomes.
- Exceptional executive communication, negotiation, influence, and consensus-building skills, including the ability to advise senior executives and represent the organization with regulators, auditors, legal counsel, and external stakeholders.
- Advanced analytical, quantitative, reconciliation, and deductive-reasoning skills; demonstrated ability to solve ambiguous, high-impact problems and make sound decisions in a dynamic environment.
- Demonstrated leadership with diplomacy, resilience, adaptability, appropriate assertiveness, and a sustained record of developing high-performing leaders and teams.

Desired Qualifications

- Master’s degree in business administration, finance, accounting, economics, real estate, or a related discipline.
- Prior experience as an SVP, head of servicing, or comparable executive within a large credit union, bank, mortgage servicer, or other highly regulated financial institution.
- Advanced knowledge of credit union or retail banking operations and the member-owned financial services model.
- Direct experience with NCUA, CFPB, state regulatory, GSE, agency, investor, or other mortgage-servicing examinations and requirements, as applicable.
- Demonstrated leadership of digital borrower/member experience, servicing-platform implementation, omnichannel service, predictive analytics, AI governance, and responsible automation.
- Experience leading mortgage fraud, OFAC/exclusionary-list screening, title-claim response, legal-document review, litigation support, and complex loss-mitigation functions.
- Industry credentials such as Residential Certified Mortgage Servicer (RCMS), Certified Mortgage Banker (CMB), Certified Mortgage Compliance Professional (CMCP), Certified Regulatory Compliance Manager (CRCM), Certified Anti-Money Laundering Specialist (CAMS), or comparable credentials.
- Familiarity with Navy Federal’s mission, products, services, policies, procedures, and commitment to serving members of the military community and their families.

Additional Information

Hours:

- Monday - Friday, 8:00AM - 4:30PM Hybrid

Locations:

- 820 Follin Lane, Vienna, VA 22180
- 5510 Heritage Oaks Dr. Pensacola, FL 32526