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Leads the development, governance, review, and maintenance of mortgage servicing policies, procedures, and process documentation. Identifies documentation and control gaps, translates regulatory and business changes into updates, manages review cycles and repository inventory, coordinates cross-functional approvals, prepares executive reporting, supports audit readiness, and guides junior documentation contributors.

Owns product vision, roadmaps, prioritization, and delivery for technology initiatives. The role translates business needs into requirements, user stories, process flows, and scalable solutions; leads agile cross-functional teams; coordinates executives, operations, technology, compliance, and risk stakeholders; supports testing and deployment; and drives automation, integrations, AI, RPA, system modernization, change management, and continuous process improvement.

Supports mortgage loan acquisition, due diligence, securitization, and transaction execution activities. Coordinates vendors, counterparties, internal teams, servicers, timelines, risk assessments, and process improvements. Reviews loan-level factors, leads communications, identifies system and procedural enhancements, and assists with special projects. Requires mortgage industry experience, strong Excel skills, organization, communication, problem-solving, and the ability to manage competing priorities independently.

Manages a portfolio of seriously delinquent mortgage accounts as the borrower’s single point of contact. Contacts borrowers and authorized parties, evaluates financial circumstances, negotiates loss mitigation solutions, and initiates loan modifications, short sales, deeds in lieu, and related alternatives. Reviews title searches, performs light skip tracing, maintains account reports, meets performance goals, and ensures compliance with investor, legal, and company requirements in an on-site office environment.

Manages delinquent mortgage portfolios as a single point of contact, contacting borrowers and authorized parties to negotiate and complete loss mitigation options. Analyzes financial situations, recommends loan modifications, short sales, deeds-in-lieu, and other resolutions, reviews title searches, performs light skip tracing, maintains account reports, and ensures compliance with investor, legal, and company requirements.

Lead design, administration, and optimization of contact center telephony and IVR/IVA systems. Manage dialer campaigns, routing strategies, analytics, and integrations. Provide technical leadership, operational reporting, compliance support, and cross-functional project delivery to improve customer experience and contact center efficiency.

Leads enterprise business analytics and business intelligence strategy, overseeing data analysis, statistical methods, reporting, dashboards, data pipelines, and executive insights. Directs and develops analytics and BI teams, manages budgets and operational procedures, ensures data quality and compliance, and partners across business functions. The role requires deep mortgage industry knowledge, expertise with Microsoft BI tools and Looker, and the ability to translate complex data into actionable business recommendations.

Manages mortgage litigation cases from intake through resolution, including risk assessment, litigation strategy, discovery, hearings, depositions, settlements, outside counsel relationships, budgets, invoices, reporting, and investor communications. Maintains litigation databases, tracks deadlines, supports regulatory and law-enforcement requests, trains litigation staff, and recommends process improvements. Requires extensive mortgage servicing legal knowledge, strong organization, analytical ability, and independent case-management skills.

Manages contested residential mortgage foreclosure cases, including risk assessment, litigation strategy, discovery, outside counsel relationships, budgets, invoices, reporting, settlement negotiations, and investor communications. Maintains litigation databases, tracks case milestones, identifies high-risk matters, supports staff training, and recommends procedural improvements. Requires extensive mortgage servicing and foreclosure knowledge, strong analytical and organizational skills, and substantial paralegal or litigation specialist experience within a mortgage servicer’s legal department.

Represents the company in mediations, hearings, trials, and depositions involving mortgage default and loss mitigation matters. Conducts settlement negotiations, communicates with borrowers and attorneys, gathers documentation, tracks case activity, coordinates loan modifications and short sales, and researches servicing records. Reviews and signs affidavits, verifications, and discovery-related documents while collaborating with internal teams and external stakeholders to resolve contested cases efficiently and minimize risk.