Customer Service Implementation Manager Jobs in Texas

FocusOne Mortgage is seeking a full-time, in-house Servicing Implementation Manager to join our team at our Northwest Houston, TX headquarters in an on-site/hybrid capacity. In this pivotal bridge role, you will lead the end-to-end onboarding of our credit union partners, managing the transition of their loan portfolios onto our ICE MSP servicing platform. Functioning as the key liaison between credit union stakeholders, our internal servicing team, and external vendors, you will oversee project timelines, technical file mappings, single sign-on (SSO) configurations, and go-live trial testing. If you have 4+ years of mortgage servicing or implementation experience—with strong project management skills and deep technical fluency in platform conversions—we invite you to drive our growth and deliver an exceptional partner experience.

Position Summary

The Servicing Implementation Manager owns the end-to-end onboarding of credit union partners and the transition of their loans onto our MSP servicing platform. This is the person who sits between the credit union, our servicing team, and needed vendor partners — facilitating how the pieces fit together and driving each implementation to a clean, on-time go-live.

The role is deliberately a bridge position. It requires enough technical fluency to explain how MSP exchanges the CIF file with a credit union’s core. It includes how the member-facing web experience and single sign-on (SSO) opportunities are configured, available branch payment options, and offered oversight functionality. Combined with the communication and organizational skills necessary to help manage clients through change and the detailed steps to completing a successful servicing transfer.

Key Responsibilities Implementation Project Management

• Own the full implementation lifecycle for each credit union conversion onto MSP — from kickoff through data conversion, testing, go-live, and post-conversion stabilization.
• Build and maintain implementation project plans, timelines, milestones, and go/no-go criteria; run recurring status calls with the credit union and internal stakeholders.
• Coordinate conversion trials and balancing/validation cycles, track issues to resolution, and surface risks to the VP of Mortgage Servicing early and clearly.
• Manage cutover dates with the discipline they require — no surprises, documented readiness, clear decision points.
• Successful handoff to Servicing Managers at completion of project and 30 days post support period.

Technical Liaison & Member Experience

• Serve as the primary point of contact for credit union partners, explaining in plain terms how MSP works with the CIF file the credit union will provide and how that data maps between their core and MSP.
• Explain and walk partners through the member-facing servicing web experience and the SSO connection between the credit union’s home banking / digital banking platform and the servicing portal.
• Help credit unions understand statement / print delivery, payment and ACH flows, and how the member experience will look and behave after conversion.
• Gather and document requirements from each partner, identify gaps between what the credit union has and what MSP needs, and set accurate expectations on both sides.
• Awareness to which Servicing team members to successfully engage in specific questions that will arise during the project.

Vendor Coordination

• Coordinate the servicing vendors involved in each implementation — credit union core systems (e.g., Fiserv DNA, Symitar/Episys, Corelation Keystone), home banking / digital banking providers, print/statement vendors, lockbox, and related partners.
• Manage hand‑offs, file specifications, integration points, and timelines across vendors so the credit union isn’t left to broker those conversations alone.
• Track vendor deliverables against the implementation plan, elevate slippage, and keep all parties aligned to the conversion date.

Hands-On Configuration & Testing (as needed)

• Perform light MSP configuration tasks during implementation when it keeps the project moving — setup steps, basic parameter configuration, and validation — without being the platform’s primary configuration owner.
• Coordinate and participate in testing and trial cycles, document results, and confirm readiness against go-live criteria.
• Capture repeatable implementation steps into checklists and playbooks to standardize and accelerate future credit union conversions.

Required Qualifications

• 4+ years in mortgage servicing, servicing operations, or financial-services implementation/onboarding, with direct exposure to a servicing platform (Black Knight / ICE MSP strongly preferred).
• Demonstrated project management ability: planning, timeline ownership, risk tracking, and driving cross-party deliverables to a hard deadline.
• Experience coordinating with external vendors — core systems, digital/home banking providers, and/or print/statement vendors.
• Strong communication skills: able to make technical concepts clear to non-technical credit union stakeholders, and translate partner needs back into technical requirements.

Preferred Qualifications

• Credit union and/or CUSO experience; familiarity with how credit unions operate and make decisions.
• Familiarity with SSO concepts and web/portal integrations in a member-facing context.
• Exposure to mortgage servicing functions (payment processing, escrow, default/loss mitigation, investor reporting).
• PMP, CAMS, or comparable project/process credential.

Success in the First 6–12 Months

• Owns and delivers credit union conversions onto MSP on schedule, with clean balancing and a smooth member experience at go-live.
• Becomes the trusted point of contact credit union partners rely on to explain the servicing platform and integrations.
• Establishes a repeatable, documented implementation playbook that shortens future onboarding timelines.