Director, Mortgage Servicing Advocacy & Oversight

Position Summary

The Director Advocacy Programs & Oversight provides strategic and operational oversight for the Homeowner Advocacy (HOA) function, with a primary focus on quality, root cause analysis, vendor oversight, and enterprise reporting. This role operates as a leader of leaders, responsible for supporting managers who lead day to day execution across multiple advocacy work streams. The Director is accountable for risk identification, trend analysis, and executive-ready reporting, as well as ensuring that HOA programs are consistently executed and supported by strong training, quality controls, and vendor accountability.

This position also manages and oversees the fulfillment and timely completion of external compliance related monitoring, exams, and audits.

• Act as a trusted advisor to the VP, Homeowner Advocacy on program health, risks, and opportunities for improvement.
• Support and coach direct reports, focusing on empowerment, problem-solving, and professional development.
• Collaborate closely with Legal, Compliance, Operations, Exam Management, Portfolio Management, and other partners.
• Respond to inquiries related to complaints, exams, audits, and regulatory requests.
• Provide oversight and strategic support across five primary areas:
  Root Cause Analysis, Quality Review and Risk Mitigation, Vendor Oversight & Offshore Partnership, Training & Procedures Oversight, and Reporting, Analytics, & Trend Analysis.

• Oversee the Root Cause Manager and team responsible for investigating systemic issues driving complaints.
• Review root cause findings, conduct trend analysis, and support escalation of significant risks or trends.
• Partner with stakeholders across Legal, Compliance and Operations to drive awareness of systemic issues and track corrective actions.

• Provide oversight to the Review Manager and team responsible for quality reviews of high-risk correspondence prior to issuance.
• Ensure quality review processes are risk-based, consistent, and aligned with regulatory and legal expectations.
• Monitor review findings and trends to identify recurring issues, training opportunities, or process improvements.

• Provide leadership and support to the HOA Training Manager responsible for onboarding, ongoing training, and policy/procedure maintenance.
• Ensure training content aligns with regulatory expectations, internal standards, complaint trends, and recurring advocate knowledge gaps.
• Partner with HOA leadership to identify emerging risk areas requiring targeted training or procedural clarification.
• Promote consistent, well-documented, and easily accessible procedures across HOA teams.

• Lead HOA vendor oversight strategy for offshore letter completion support.
• Support the Vendor Oversight Manager in monitoring vendor productivity, quality, and adherence to service-level expectations.
• Serve as an escalation point for complex vendor questions related to complaint handling, expectations, or quality concerns.
• Ensure vendor performance reporting is accurate, actionable, and used to drive continuous improvement.

• Prepare presentations and materials for executive leadership, audits, exams, and regulatory reviews.
• Enhance reporting to better identify emerging risks, systemic trends, repeat complaints, and operational inefficiencies.
• Translate complex complaint and quality data into clear, visually compelling, and actionable insights.
• Ability to effectively and accurately convey information to others.
• Performs related duties as assigned by management.

• Bachelor’s degree required.
• 8+ years of experience in mortgage servicing, compliance, advocacy, regulatory response, or related risk-based functions.
• Demonstrated experience leading teams through managers or program leads.
• Strong analytical and problem-solving skills, with the ability to interpret trends and root cause drivers.
• Experience preparing or overseeing executive-level reporting, dashboards, or presentations.
• Excellent written and verbal communication skills.

• Must be punctual and reliable.
• Must present a professional appearance.
• Must have strong analytical skills and be detail oriented.
• Strong project-management skills, with a proven ability to coordinate across departments and functions.
• Proven ability to draft procedures and evaluate internal controls.
• Strong work ethic and hands‑on approach.
• Ability to address challenging issues while remaining objective and independent.

• Working on‑site at assigned office location.
• Regular and punctual attendance adhering to schedule established by leadership.
• Flexibility to work occasional adjusted work schedules,…