Provide strategic leadership and oversight for all loan servicing functions including payments, escrow, payoffs, account maintenance, collateral and insurance tracking, and servicing analytics.
Ensure compliance with regulatory, investor, and agency servicing requirements including FHA/HUD, VA, USDA, FNMA, FHLMC, and GNMA.
Serve as the primary escalation contact for investors, agencies, and sub-servicers.
Monitor servicing performance metrics, audits, and exception reporting, implementing corrective actions as needed.
Oversee escrow administration including setup, reconciliations, tax and insurance disbursements, and regulatory adherence.
Ensure timely and accurate payoff processing, lien releases, and satisfaction filings.
Guide loan boarding for new, renewed, or purchased loans, ensuring strong data integrity and QA controls.
Lead servicing data, reporting, and portfolio analytics to ensure accuracy and investor transparency.
Handle complex borrower issues, regulatory inquiries, and sensitive servicing matters.
Partner cross-functionally to ensure data accuracy and end-to-end process alignment.
Oversee vendor relationships supporting collateral, insurance, escrow, and servicing technology.
Drive process improvements, automation, and system optimization initiatives.
Manage staffing, performance development, coaching, and succession planning for the servicing team.
Additional responsibilities as assigned due to business needs.

High school diploma required; college degree preferred.
7+ years of experience in mortgage loan servicing required.
3+ years of management experience, including oversight of supervisors, specialists, or analysts.
Demonstrated leadership experience managing servicing operations for a GNMA portfolio including FHA, VA, and USDA loans.
Deep knowledge of GNMA MBS Guide requirements, issuer responsibilities, pooling, reporting, delinquency performance, and advancing.
Direct experience managing GNMA audits, Notices of Violation (NOVs), and corrective action plans.
Expert knowledge of mortgage loan servicing operations including escrow, payoffs, account maintenance, collateral, insurance, and compliance.
Strong understanding of servicing systems, data integrity, and workflow automation.
Proven ability to lead and develop managers and operational teams in a compliance-driven environment.
Advanced analytical and problem-solving skills with strong risk identification capabilities.
Excellent communication and stakeholder management skills.
Experience overseeing sub-servicers and vendor relationships.
Prior regulatory exam or investor audit leadership experience preferred.

EPM is an equal opportunity employer committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.

Loan Servicing Director

Key skills