Assistant Director, Mortgage Loan Servicing

Responsibilities include, but are not limited to:

• Provide leadership and oversight for a residential mortgage servicing portfolio exceeding $8 billion, ensuring strong operational performance, regulatory compliance, investor satisfaction, and customer service excellence.
• Partner with senior leadership to develop and execute business line strategies, priorities, and initiatives that support organizational objectives, portfolio growth, and operational scalability.
• Lead and develop servicing managers and associates by fostering a high-performing, customer-focused culture that emphasizes engagement, accountability, talent development, and succession planning.
• Establish and monitor key performance indicators, operational metrics, and management reporting to drive performance, identify opportunities for improvement, and support informed decision-making.
• Collaborate with business and technology partners to identify and implement process improvements, automation opportunities, and system enhancements that increase efficiency, strengthen controls, and improve the customer experience.
• Ensure adherence to all applicable federal and state regulations, investor requirements, and agency guidelines by maintaining effective controls, policies, procedures, and training programs.
• Serve as a primary liaison for internal audits, regulatory examinations, investor reviews, and compliance assessments, coordinating responses and remediation efforts as needed.
• Oversee key third-party vendor relationships and service providers, including performance management, contract administration, and ongoing evaluation of operational effectiveness and risk.
• Partner with Enterprise Risk Management and Compliance to identify, assess, monitor, and mitigate operational, regulatory, and reputational risks impacting the servicing organization.
• Support strategic growth initiatives, including servicing portfolio acquisitions, mergers and acquisitions integration activities, contract negotiations, and loan servicing conversions to ensure successful implementation and organizational readiness.