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Handle inbound and outbound borrower calls to evaluate and offer loss mitigation options (modifications, forbearance, repayment plans). Review hardship documentation, communicate approvals/denials, escalate denials to liquidation teams, coordinate with intake and escalations, and ensure compliance with company policies and federal/state regulations.

Produce and validate default reporting and analytics for mortgage servicing portfolios. Investigate data discrepancies, perform root-cause analysis, modify reports for ad-hoc needs, document processes, and collaborate with default management to ensure regulatory and investor-compliant reporting.

Advise managers on employee relations, performance management, conflict resolution, leave accommodations, and policy interpretation. Partner with HR functions to execute talent initiatives, provide coaching, facilitate training, and resolve escalated, sensitive issues to support business objectives and ensure compliance with employment laws.

Prepare and distribute monthly investor accounting and loan-level remittance reports, forecast principal and interest advances, remit investor funds via wire transfers, reconcile pool-to-security and remittance differences, and validate cross-departmental data to ensure compliance with investor guidelines and servicing agreements.

Manage and coach Account Executives and broker relationships for wholesale and correspondent lending. Drive regional sales goals, forecasts, and reporting; ensure compliance with lending regulations; supervise loan submissions and CRM updates; provide training, mentoring, and operational collaboration; may include personal production and attendance at trade shows.

Lead teams managing mortgage collateral and original documents to ensure compliance with document custodian, investor and GSE requirements. Develop policies, processes, reporting, eNote implementation, QC and validation programs. Oversee vendor/custodian relationships, loan pool certification, repool/loan sale collateral needs, and produce control and pipeline reports to meet SLAs and quality objectives.