Servicing Oversight Analyst II

Role Overview

• Responsible for supporting the effective oversight of subservicer performance by conducting loan-level reviews, monitoring key risk indicators, and evaluating adherence to regulatory and contractual requirements.
• Ensures servicing activities are performed in alignment with company standards, investor guidelines, and compliance expectations.
• Identifies risks, resolves complex servicing issues, and provides insights that strengthen operational controls and enhance the borrower experience.
• Analyzes and audits loan-level data to evaluate subservicer performance and identify trends or exceptions.
• Performs oversight testing in accordance with the established Servicing Oversight Plan.
• Conducts ongoing supervision of business controls, including coordination of testing activities, root cause analysis, and assessment of key risk metrics.
• Identifies existing and emerging risks related to monitored servicing activities and recommends corrective actions.
• Ensures risks associated with business processes are effectively identified, monitored, documented, and escalated as appropriate.
• Resolves complex servicing issues or escalations by interpreting complaints, identifying root causes, and collaborating with subservicers or internal partners.
• Partners with servicing teams to support timely and accurate delivery of solutions that meet borrower needs and expectations.
• Adheres to written risk and compliance policies and procedures governing servicing oversight activities.
• Monitors monthly performance reporting, issue logs, and exception reports to track subservicer compliance and operational integrity.
• Performs other duties as assigned.

Requirements

• Minimum 3 years of experience in the mortgage servicing industry
• Demonstrated experience performing testing, auditing, or quality control activities to identify risk and ensure regulatory and contractual compliance.
• Strong analytical skills with the ability to identify trends, assess root causes, and evaluate performance metrics.
• Proficiency in Microsoft Office tools (Excel, Word, Outlook) and ability to adapt to new technologies and applications.
• Effective research, problem-solving, and critical-thinking skills.
• Strong written and verbal communication skills with the ability to collaborate across teams.
• Ability to operate effectively in a fast-paced, high-visibility environment while managing multiple priorities.
• Demonstrated ability to apply strategic thinking when assessing risk and making decisions.
• Knowledge of servicing operations and borrower experience processes related to performing loan operations, complaints management, default operations, or mortgage product types (including forward or reverse mortgage products).

Benefits

• health, dental, vision, life insurance
• paid time-off benefits
• flexible spending account
• 401(k) with employer match
• ESPP