Principal Customer Facing

Overview

The Principal, Customer Facing is a senior individual contributor role embedded within the product organization. This is not a line operations or people management role. Instead, this position is designed for a deeply experienced servicing subject matter expert who understands, in detail, how borrower-facing interactions are executed in mortgage servicing and can translate that expertise into scalable product capabilities.

This role serves as the primary subject matter expert for borrower-facing interaction channels across performing and non-performing loan populations. The Principal, Customer Facing, brings deep operational expertise to support requirements definition, workflow design, and continuous improvement, ensuring consistent, compliant, and customer-centric engagement across all contact channels.

Reporting to the Director of Servicing Product, this role operates within the broader servicing product structure and brings customer-facing domain expertise into requirements definition, workflow validation, testing support, and implementation discussions to ensure that platform functionality accurately reflects real-world servicing complexity, regulatory requirements, and operational constraints. The Principal plays a critical role in validating that business rules and interaction flows are intentionally designed, explicitly defined, and not implicitly assumed.

This is a fully remote position that offers a competitive salary range of $115,500 to $166,100, plus an annual bonus. You'll also receive our excellent benefits package, which includes medical coverage starting on day one and a company-matched 401(k). Compensation may vary based on experience, location, and other job-related factors.

• Ensure product design reflects real customer-facing operations, including call handling, agent workflows, and regulatory requirements.
• Translate customer interaction processes into clear product requirements, business rules, controls, and system logic.
• Ensure real-time interaction workflows operate with appropriate controls, traceability, and auditability.

• Define and validate end-to-end (E2E) workflows across customer-facing interaction channels, including inbound/ outbound calls, escalation handling, and resolution pathways.
• Document workflows across happy paths and edge cases, ensuring intentional handling of queueing, routing, and escalation scenarios.
• Validate completeness and consistency of rules, logic, and dependencies across upstream and downstream systems.

• Translate domain expertise into product requirements, business rules, and system logic, and advise Product and Engineering on the operational implications of design and prioritization decisions.
• Ensure requirements are sufficiently detailed and unambiguous to support scalable, repeatable system behavior.
• Evaluate trade-offs across compliance, scalability, operational complexity, and speed to market.
• Surface risks early, particularly related to customer experience breakdowns, regulatory exposure, borrower impact, and operational inefficiencies.

• Partner closely with engineering teams to refine requirements, clarify logic, and support implementation.
• Support backlog refinement and design discussions by clarifying business rules, validating workflows, and advising on operational impacts.

• Contribute to the development of known-answer and scenario-based test cases for customer-facing interaction workflows.
• Validate system behavior and outputs against expected regulatory, operational, and customer experience outcomes.
• Support UAT execution, defect triage, regression testing, and release readiness validation.
• Partner with QA and engineering to design and implement an automated test suite informed by customer-facing domain logic.

• Establish control frameworks for customer interaction channels, including call handling, routing, escalation, and audit evidence standards.
• Define requirements for call center operations, including inbound and outbound call flows, queue management, service level expectations, and call disposition tracking.
• Specify agent assignment logic, including skill-based routing, workload balancing, priority handling, and reassignment rules.
• Define Single Point of Contact (SPOC) workflows, including borrower assignment, continuity of contact, escalation ownership, and performance tracking.
• Define IVR integration requirements, including menu structures, call routing logic, authentication steps, and self-service capabilities.
• Specify requirements for intelligent call routing, including prioritization by delinquency status, borrower risk, regulatory timelines, and campaign objectives.
• Define customer contact preference management, including preferred channels, time-of-day restrictions, consent tracking, and…