Job ID: AS21299312
Location: Lincoln, NE
Category: Office & Professional
Employment Type: Permanent
Date Added: 03/17/2026
Customer Service Manager | Direct Hire $75,000 + DOE |M-F|8:00a.m.-5:00 | Lincoln, NE| On Site
What Matters Most
- $75,000 + DOE plus additional compensation
- Monday -Friday 8:00 a.m. – 5:00 p.m.
- On-site
- Lincoln, NE
Job Summary:
We are seeking a dynamic leader to oversee key functions within our residential mortgage servicing operations. This role is responsible for managing the processing of payoff quotes, lien releases, loan modifications, successor-in-interest requests, partial releases, and general servicing inquiries.
Success in this role requires strong leadership, critical thinking, and a commitment to delivering exceptional service. You will play a key role in fostering a collaborative, team-oriented environment focused on member advocacy, accountability, and continuous improvement.
Responsibilities:
- Foster a strong culture of compliance by ensuring adherence to internal policies, procedures, and regulatory requirements.
- Provide supervision and guidance to employees in the assigned area; manage their workflow, timeliness, work quality, and provide excellent customer service.
- Ensure accurate and timely processing of requests for ACH, name changes, pay-offs, release of liabilities, modifications/recast, successor of interest, partial releases, and general mortgage servicing functions and questions.
- Continuously evaluate and improve processes to increase operational efficiency without compromising quality.
- Develop team members by providing regular feedback to enhance engagement, employee retention, and establish goals. Develop cadence for 1:1’s with team members.
- Develop and/or update processes and procedures. Review annually for compliance and operational additions, deletions, or changes.
- Interface with other departments, vendors, and agencies to resolve support-related issues.
- Work on special projects and other duties as assigned by the department manager.
- Complete performance reviews and approve employee time records, vacation, and sick pay.
- Recommend and participate in hiring, promotions, disciplinary action, and termination.
Qualifications and Requirements:
- 3+ years of progressive experience in mortgage servicing, with deep exposure to customer-facing operations
- 2+ years of leadership experience with a proven ability to develop, coach, and lead high-performing teams in a fast-paced environment
- Demonstrated success driving process improvements, leading change initiatives, and influencing outcomes across cross-functional teams
- Strong working knowledge of mortgage servicing regulations and investor/insurer guidelines, including FNMA, FHLMC, GNMA, private investors, and government programs (FHA, VA, USDA)
- Track record of achieving and exceeding operational performance metrics while maintaining strict compliance standards
- Ability to think strategically while executing tactically, with strong problem-solving and decision-making skills
- Strong knowledge of regulatory and investor/insurer guidelines, including FNMA, FHLMC, GNMA, and private investors, as well as FHA, VA, and USDA programs
- Demonstrated success in achieving operational metrics, maintaining compliance, and leading high-performing teams.
Benefits and Perks:
- Starting $75,000
- Medical Benefits
- Holidays
- Training & Growth
Your Career Partner:
The Reserves Network, a veteran-founded and family-owned company, connects exceptional talent with rewarding opportunities. With extensive industry experience, we are dedicated to helping you achieve your professional goals and shine in your field. The Reserves Network values diversity and encourages applicants from all backgrounds to apply. As an equal opportunity employer, we foster an environment of respect, integrity, and trust in every aspect of employment.
The base pay range for this position is $75,000 + DOE, excluding benefits, bonuses, or other compensation. Your final compensation will depend on your skills, qualifications, experience, location, and internal pay equity. Please note that hiring at the top of the range is uncommon to allow room for future growth.
