Essential Job Duties and Responsibilities:
- Mortgage / HELOC Servicer Oversight
- Oversee daily operational execution performed by third-party sub-servicers.
- Monitor billing cycles, statement production, interest accrual calculations, minimum payment logic, and fee assessments.
- Validate payment application processes, refunds, adjustments, and exception handling.
- Monitor delinquency management, charge-offs, recoveries, and lifecycle events.
- Ensure operational execution aligns with regulatory and investor requirements.
- Product Management & Business Change Execution
- Develop deep understanding of the GoodLeap HELOC product structure, system configuration, and servicing workflows.
- Serve as servicing lead for product updates, enhancements, and new feature implementation.
- Translate business requests into clear operational requirements for the sub-servicer.
- Manage execution of servicing-related product changes including testing, validation, and deployment.
- Ensure alignment between Product, Technology, Compliance, and the sub-servicer during change implementation.
- Vendor Performance & Governance
- Monitor vendor performance against defined SLAs, KPIs, and contractual obligations.
- Conduct recurring operational and performance reviews with servicing partners.
- Lead root cause analysis and remediation planning for servicing defects or compliance gaps.
- Ensure vendor processes align with internal control standards and audit requirements.
- Regulatory Compliance & Controls
- Oversee compliance with applicable regulations including Reg X, Reg Z, FCRA, FDCPA (as applicable), and UDAAP.
- Support internal audits, regulatory exams, and investor reviews.
- Conduct targeted file reviews and transaction testing to validate servicing accuracy.
- Partner with Compliance and Risk teams to address findings and implement corrective actions.
- Data Integrity, Reporting & Issue Escalation
- Reconcile internal portfolio data to servicer source system reporting.
- Review investor reporting inputs and outputs for completeness and accuracy.
- Monitor credit bureau reporting (Metro 2) and dispute resolution processes.
- Identify emerging operational or regulatory risks and escalate material issues appropriately.
Required Skills, Knowledge and Abilities:
- Minimum of 5–8+ years of experience in mortgage and/or HELOC servicing operations.
- Direct experience working for or alongside mortgage/HELOC servicers in a regulated financial services environment.
- Strong understanding of mortgage servicing lifecycle including payment processing, escrow, delinquency, bankruptcy, and loss mitigation.
- Experience managing servicing-related product changes or operational enhancements preferred.
- Familiarity with applicable regulatory frameworks (Reg X, Reg Z, FCRA, UDAAP, FDCPA as applicable).
- Experience managing or overseeing third-party servicing vendors preferred.
- Strong analytical, reconciliation, and risk management skills.
- Technical aptitude with ability to review system logic and servicing calculations.
- Excellent verbal and written communication skills, with the ability to clearly convey project goals, expectations, and progress to stakeholders at all levels.
- Strong interpersonal skills, with the ability to build and maintain relationships with internal teams, senior leaders, vendors, and sub-servicers.
- Advanced proficiency with computer functions with MS office suite strongly preferred
- Demonstrated leadership abilities, with experience in guiding cross-functional teams and managing stakeholder expectations.
- Ability to motivate teams and drive collaboration in a fast-paced environment.
- Ability to adapt to changing priorities and work under pressure to meet tight deadlines.
- Flexibility to manage projects that span different time zones and involve international stakeholders.
- Bachelor’s degree required.
