Principal Customer Service

Lakeview Loan Servicing, LLC. is seeking a Principal, Customer Service to serve as a senior individual contributor within their product organization. This role focuses on translating customer service expertise in mortgage servicing into scalable product capabilities, ensuring compliant and customer-centric servicing experiences across complex domains.

Responsibilities:

• Ensure product design reflects real customer service operations, including regulatory and investor requirements
• Translate customer service processes into clear product requirements, business rules, controls, and system logic
• Ensure customer-facing workflows operate with appropriate controls, traceability, and auditability
• Define and validate end-to-end (E2E) workflows across customer service domains, including correspondence, dispute handling, and borrower interaction channels
• Document workflows across happy paths and edge cases, ensuring intentional handling of exceptions and escalations
• Validate completeness and consistency of rules, logic, and dependencies across upstream and downstream systems
• Translate domain expertise into product requirements, business rules, and system logic, and advise Product and Engineering on the operational implications of design and prioritization decisions
• Ensure requirements are sufficiently detailed and unambiguous to support scalable, repeatable system behavior
• Evaluate trade-offs across compliance, scalability, operational complexity, and speed to market
• Surface risks early, particularly related to regulatory exposure, borrower impact, and operational breakdowns
• Partner closely with engineering teams to refine requirements, clarify logic, and support implementation
• Support backlog refinement and design discussions by clarifying business rules, validating workflows, and advising on operational impacts
• Contribute to the development of known-answer and scenario-based test cases for customer service workflows
• Validate system behavior and outputs against expected regulatory, operational, and customer experience outcomes
• Support UAT execution, defect triage, regression testing, and release readiness validation
• Partner with QA and engineering to design and implement an automated test suite informed by customer service domain logic
• Establish control frameworks for customer service operations, including intake, tracking, response, approvals, and audit evidence standards
• Define requirements for Qualified Written Requests (QWR), including Requests for Information (RFI) and Notices of Error (NOE), ensuring compliance with RESPA timelines, response standards, and documentation requirements
• Specify workflows for complaint intake (including CFPB and internal complaint channels), categorization, research, escalation, and resolution, including regulatory tracking and root cause linkage
• Define requirements for borrower correspondence management, including inbound/outbound communications, templates, tracking, and auditability
• Establish requirements for Servicemembers Civil Relief Act (SCRA) identification, eligibility validation, benefit application (rate reductions, foreclosure protections), and monitoring
• Define workflows for authorized third-party access, including borrower-authorized representatives and attorney-represented borrowers, ensuring proper validation, documentation, and communication controls
• Define Successor in Interest (SII) identification, validation, and onboarding workflows, including documentation requirements and downstream servicing impacts
• Specify loan assumption workflows, including eligibility evaluation, documentation, underwriting dependencies, and boarding of assumed loans
• Define credit reporting requirements, including furnishing logic, data accuracy controls, and timing across credit bureaus
• Establish dispute resolution workflows, including intake, investigation, response, and correction processes via e-OSCAR, ensuring compliance and auditability
• Define requirements for year-end reporting, including IRS Form 1098 & 1099 generation, validation, delivery, and customer support workflows
• Establish customer service protocols for natural disaster events, including borrower outreach, forbearance handling, disaster codes, and alignment with investor and regulatory guidance
• Define requirements for billing statements and periodic statements, ensuring compliance with Reg Z and clarity of borrower-facing information
• Define requirements for privacy notices and other regulatory disclosures, including timing, delivery methods, and content governance
• Define monitoring, reporting, and escalation routines for complaints, regulatory requests, SLA adherence, and customer experience metrics
• Support adjacent servicing domains as needed based on program priorities and evolving platform needs
• Partner across domains to ensure alignment of workflows, data, and operational dependencies throughout the servicing lifecycle
• Contribute to resolution of cross-domain issues, gaps, and edge cases to ensure cohesive end-to-end platform behavior
• Apply servicing expertise to broader platform design decisions beyond primary area of ownership

Requirements:

• 8+ years in mortgage servicing, specifically in customer service or related operational domains (AVP preferred; VP considered)
• Strong understanding of borrower interaction lifecycle and servicing touchpoints
• Deep expertise in regulatory customer service requirements, including RESPA (QWR), SCRA, credit reporting, and borrower communications
• Strong understanding of complaint management, dispute handling, and regulatory response processes
• Experience translating operational and regulatory processes into clear product requirements, business rules, controls, and test scenarios, and experience supporting UAT validation
• Proven functional leadership across cross-functional teams, including Technology, Operations, Product, Compliance, and external partners