Assistant Director, Mortgage Loan Servicing

Job description

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.

Qualifications

Required Skills

Strong change management and leadership skills. Extensive knowledge of mortgage servicing, GSE guidelines and federal regulations as it pertains to mortgage servicing. Experienced with driving and managing servicing system conversions and implementations. Proficient with IBS, and Black Knight MSP, servicing systems. Strong written and oral communication skills. Ability to exercise independent judgment skills to make decisions and solve problems.

Ability to organize and prioritize multiple work assignments and distribute (work) among multiple direct reports. Microsoft Word and Excel PC skills at an intermediate level. Ability to work in a high-pressure, fast paced, environment. Ability to communicate effectively in both English and Spanish is a plus.

Required Experience

Bachelors degree in Business Administration, Finance, Economics, Accounting, Management, Banking, or a related field and a minimum of 7 years of Mortgage Servicing and managerial experience.

Preferred Experience

Master's degree in Business Administration, Finance, Economics, Accounting, Management, banking or a related field and 10 years of Mortgage Servicing experience.