Overseeing all servicing-related activities for the company
Managing performance of primary mortgage sub servicer
Driving operational excellence and customer outcomes across all servicing functions
Leading a team of approximately 35 servicing professionals
Ensuring adherence to contractual obligations, performance standards, service-level agreements, and regulatory requirements
Coordinating with sub-servicer on implementation of new products and services
Establishing and maintaining governance frameworks, escalation protocols, and issue-resolution processes
Overseeing internal processes including loan boarding, cash management, complaints management, default servicing, servicing transfers, and non-agency servicing activities
Driving continuous improvement, process optimization, automation, and operational scalability
Developing and executing a servicing operations strategy aligned with company goals

15+ years of related experience in Loan Servicing or similar field
Bachelor's degree in related field required
Previous leadership experience required
Expert knowledge of residential mortgage industry in Correspondent or Retail Lending, including sales, operations, capital markets and/or other residential mortgage products and services
Expert knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices
Expert analytical skills with high attention to detail and accuracy
Expert speaking and writing communication skills
May require up to 25% travel

EVP – Head of Servicing Operations

Key skills