Servicing Oversight Manager

Position Summary

Responsible for ensuring servicing partners are providing loan Depot with servicing practices that are best in class and fully compliant with agreed upon contractual terms and conditions, state, federal, and agency guidelines. Assists in the maintenance and management of servicing oversight review plans and governance, including call monitoring, to ensure optimal portfolio performance and world class customer experiences emanate from these servicing relationships.

This position ensures the performance of all duties in accordance with the company’s policies and procedures, all U.S. state and federal laws and regulations, wherein the company operates.

• Provides day-to-day leadership for the oversight of loan Depot’s Servicing operations in accordance with all state, federal and agency compliance requirements.
• Manages the distribution and completion of monthly audits associated with servicing performance.
• Works directly with servicing staff to guide performance improvement as it pertains to overall servicing performance.
• Manages the development, completion, and review of monthly scorecards for the servicing portfolio.
• Manages and supports customer and client monitoring programs to identify customer needs and expectations.
• Improves customer service quality and aims to keep it at a consistently high level, including overseeing and facilitating call calibration sessions for call center staff.
• Responsible for the daily management of Servicing Oversight staff at loan Depot.
• Leads and participates in projects related to Servicing Oversight.
• Establishes service level agreements, compliance adherence at all levels, development of performance templates, facilitation of communication with the business, scorecard, and new vendor due diligence.
• Evaluates servicer call center performance and associated loan Depot led monitoring efforts to validate that quality customer service is provided.
• Develops and maintains policies and procedures that ensure compliance with applicable servicing standards and to achieve service level agreements.
• Responsible for proper adherence to legal, regulatory, and company policies/procedures; follows proper risk, audit, and compliance controls to mitigate financial risk to the organization, while maintaining an environment focused on quality customer service.
• Assists in the maintenance of appropriate staffing levels to meet operational needs.
• Assists in the training, motivation, assessments (hiring, disciplinary action, team and personal goals, performance reviews), and setting performance standards for the department.
• Assists senior management in setting a strategic direction for the department.
• Acts as a company ambassador when interacting with vendor partners, displaying high integrity, transparency, and fairness with an emphasis on promoting Enterprise core values.
• Performs other duties and projects assigned.

• Bachelor’s Degree preferred and a minimum of five (5) + years’ experience working in a similar field.
• Prior experience in and proven ability to develop vendor strategies and implementation plans.
• Two (2) + years in the Mortgage Industry, including a strong understanding of the mortgage process, programs, and loan servicing.

• Aggressive compensation package based on experience and skill set.
• Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive.
• Work with other passionate, purposeful, and customer-centric people.
• Extensive internal growth and professional development opportunities including tuition reimbursement.
• Comprehensive benefits package including Medical/Dental/Vision.
• Wellness program to support both mental and physical health.
• Generous paid time off for both exempt and non-exempt positions.

We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.