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Processes and fulfills mortgage-related customer letters, including preparation, transmission, output tracking, and print-vendor oversight. Monitors vendor performance against service-level agreements, resolves data transmission and production issues, oversees automated workflows, supports cross-functional service delivery, contributes to process improvement, and ensures compliance with company commitments.

Oversee and enhance mortgage Compliance Monitoring and Testing programs, including procedures, test scripts, quality assurance, reporting, and risk assessment. Provide regulatory guidance across lending channels, coordinate regulatory examination and audit file requests, and support Branch Audit activities. The role evaluates control effectiveness, validates findings, escalates deficiencies, coordinates corrective actions, and drives continuous compliance improvements across mortgage operations.

Reviews foreclosure referrals, financial figures, pre-sale checklists, and legal documents for accuracy and regulatory compliance. Manages foreclosure workflows, exception reports, executed-document shipping, and assigned work to ensure timely resolutions and attorney performance. Requires foreclosure experience, with mortgage servicing, GSE, government, LoanSphere, and MSP experience preferred.

Handles escalated mortgage-servicing customer calls, resolves immediate concerns, identifies root causes, documents interactions, tracks improvement opportunities, and coordinates with call center leadership and other business lines. The role monitors escalation chat, uses multiple servicing systems, maintains compliance, and builds cross-department relationships.

Supports mortgage investor relationships by managing new applications, annual renewals, documentation, deadlines, escalations, and communications. Evaluates prospective investors based on product coverage, pricing, service, execution, and strategic fit. Identifies ways to improve investor competitiveness, prepares vetting materials for senior management, and maintains accurate mortgage product and investor guideline information.

Analyzes marketing performance, ROI, attribution, segmentation, cohorts, and testing across channels. Builds dashboards and reports, ensures data quality and lineage, partners with engineers and vendors on marketing data pipelines, and translates findings into strategic recommendations. Uses AI tools, SQL, statistical analysis, and business intelligence platforms to support demand generation, lifecycle marketing, and executive decision-making while maintaining privacy and regulatory compliance.

Manage the Non-Funded Support Team ensuring timely dispositioning, regulatory compliance (ECOA, FCRA, adverse action), oversight of LOS pipelines, JIRA-based risk lifecycle tasks, UAT and post-implementation validation, and act as primary stakeholder for audits, exams, and compliance inquiries.

Maintains mortgage insurance and escrow data, processes timely disbursements, resolves exceptions, monitors escrow and non-escrow loans, and communicates with borrowers, vendors, investors, and payees. Prepares exception and portfolio reports, ensures compliance with servicing policies and regulations, identifies process improvement opportunities, and supports special projects. Requires mortgage servicing and escrow knowledge, strong customer service, organization, reporting, and Microsoft Office skills.

Supervises a team responsible for quality assurance of loss mitigation and pre-foreclosure loan workouts. Reviews underwriting, borrower financial documents, title reports, valuations, net present value models, and loan records for compliance with government, insurer, and investor guidelines. Maintains current regulatory requirements, conducts team calibrations, improves quality processes, and ensures accurate documentation and adherence to servicing standards.

Provides strategic leadership for mortgage insurance claims and default functions. Oversees GSE and Ginnie Mae claims operations, ensuring timely filing, maximum recovery, regulatory compliance, process efficiency, risk mitigation, and operational readiness. Leads claims teams, develops scalable controls and procedures, manages escalations, and collaborates with internal stakeholders, vendors, and customers to drive accountability and continuous improvement.