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Responsibilities include, but are not limited to:
- Provide leadership and oversight for a residential mortgage servicing portfolio exceeding $8 billion, ensuring strong operational performance, regulatory compliance, investor satisfaction, and customer service excellence.
- Partner with senior leadership to develop and execute business line strategies, priorities, and initiatives that support organizational objectives, portfolio growth, and operational scalability.
- Lead and develop servicing managers and associates by fostering a high-performing, customer-focused culture that emphasizes engagement, accountability, talent development, and succession planning.
- Establish and monitor key performance indicators, operational metrics, and management reporting to drive performance, identify opportunities for improvement, and support informed decision-making.
- Collaborate with business and technology partners to identify and implement process improvements, automation opportunities, and system enhancements that increase efficiency, strengthen controls, and improve the customer experience.
- Ensure adherence to all applicable federal and state regulations, investor requirements, and agency guidelines by maintaining effective controls, policies, procedures, and training programs.
- Serve as a primary liaison for internal audits, regulatory examinations, investor reviews, and compliance assessments, coordinating responses and remediation efforts as needed.
- Oversee key third-party vendor relationships and service providers, including performance management, contract administration, and ongoing evaluation of operational effectiveness and risk.
- Partner with Enterprise Risk Management and Compliance to identify, assess, monitor, and mitigate operational, regulatory, and reputational risks impacting the servicing organization.
- Support strategic growth initiatives, including servicing portfolio acquisitions, mergers and acquisitions integration activities, contract negotiations, and loan servicing conversions to ensure successful implementation and organizational readiness.
Qualifications
Required Skills:
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- Strong change management and leadership skills.
- Extensive knowledge of mortgage servicing, GSE guidelines and federal regulations as it pertains to mortgage servicing.
- Experienced with driving and managing servicing system conversions and implementations.
- Proficient with IBS, and Black Knight MSP, servicing systems.
- Strong written and oral communication skills.
- Ability to exercise independent judgment skills to make decisions and solve problems.
- Ability to organize and prioritize multiple work assignments and distribute (work) among multiple direct reports.
- Microsoft Word and Excel PC skills at an intermediate level.
- Ability to work in a high-pressure, fast paced, environment.
- Ability to communicate effectively in both English and Spanish is a plus.
Required Experience:
- Bachelors degree in Business Administration, Finance, Economics, Accounting, Management, Banking, or a related field and a minimum of 7 years of Mortgage Servicing and managerial experience.
Preferred Experience:
- Master's degree in Business Administration, Finance, Economics, Accounting, Management, banking or a related field and 10 years of Mortgage Servicing experience.
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