Servicing Manager

This position provides leadership to the loan servicing operations of the mortgage company.

The primary accountabilities are to manage the functional areas of the mortgage servicing department.

Required knowledge and abilities include the management of various functions of loan servicing including project management.

Primary contacts include loss mitigation, servicing representative staff, partners, vendors, management staff and others involved in business development and the servicing process.

• Manage day-to-day activities of the Servicing team.
• Communicate and reinforce individual goals, objectives, and expectations.
• Train employees on specific job duties, and monitor progress towards individual goals and expectations.
• Effectively resolve escalations and complex assignments in a manner that is clear, concise and time sensitive.
• Delegate tasks to employees.
• Monitor employee performance, provide appropriate feedback, and find developmental opportunities for continuous staff improvement.
• Develop and encourage various team building activities to bring the whole team together.
• Handle multiple business, organizational and interpersonal changes or stresses that may exist in the employee’s work, work processes,
• Create and assign employee work schedules including assignments and job rotation.
• Maintain day to day communications with team members including providing general technical direction and coaching.
• Provide reports as directed to keep Director of Loan Servicing informed.
• Monitor and approve time and attendance, vacation/PTO requests, overtime scheduling and scheduling/time off requests.
• Actively participate in quarterly performance meetings; meet or exceed all performance metrics.
• Follows company policies and procedures.

• Manage the end-to-end default servicing process, including:
• Early delinquency and collections
• Loss mitigation (repayment plans, modifications, forbearance, partial claims)
• Foreclosure and liquidation
• Ensure timely and accurate borrower outreach in accordance with:
• CFPB/Regulation X and Z
• FDCPA (as applicable)
• State-specific requirements
• investor and insurer guidelines (FNMA, Freddie Mac, GNMA, FHA, VA, USDA, private investors)

• Maintain strong internal controls and quality assurance processes across default activities by ensuring adherence to:
• Servicing agreements
• Investor reporting and timeline requirements
• Fair lending and UDAAP standards
• Prepare for and support internal audits, investor reviews, and regulatory examinations.
• Identify, escalare, and remediate compliance issues or process gaps.
• Directly manage default servicing staff (collections, loss mitigation, foreclosure, bankruptcy).
• Set performance expectations and key metrics (e.g., cure rates, roll rates, timeline adherence).
• Conduct coaching, training, and performance evaluations.
• Foster a culture of accountability, borrower advocacy, and regulatory compliance.
• Oversee relationships with foreclosure attorneys, bankruptcy firms, and default-related vendors.
• Monitor vendor performance, SLAs, billing accuracy, and compliance.
• Approve and control default-related expenses in accordance with investor rules.
• Analyze delinquency trends, roll rates, loss mitigation outcomes, and liquidation results.
• Provide regular reporting to senior management and stakeholders.
• Recommend process improvements or staffing adjustments based on portfolio performance.
• Support budgeting and forecasting for default-related costs.

• Develop and implement policies, procedures, and workflows for default servicing.
• Identify automation opportunities and system enhancements.
• Partner with servicing leadership, compliance, and IT to improve efficiency and controls.
• Stay current on regulatory changes and investor updates affecting default servicing.

• Strong knowledge of mortgage default lifecycle
• Knowledge of CFPB servicing rules
• Knowledge of Investor guidelines (FNMA, Freddie Mac, FHA/VA/USDA)
• Experience with mortgage servicing systems (e.g., Sagent, or similar).
• Proficiency in reporting, data…