Director, Advocacy Programs – Mortgage Servicing

Job Responsibilities

• Act as a trusted advisor to the VP of 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, Training & Procedures Oversight, and Reporting, Analytics, & Trend Analysis.
• Oversee the Root Cause Manager and team responsible for investigating systemic issues driving complaints.
• Ensure quality review processes are risk‑based, consistent, and aligned with regulatory and legal expectations.
• Provide leadership and support to the HOA Training Manager responsible for onboarding, ongoing training, and policy/procedure maintenance.
• Lead HOA vendor oversight strategy for offshore letter completion support.
• Prepare presentations and materials for executive leadership, audits, exams, and regulatory reviews.

• 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 managerial or program lead roles.
• 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.