loanDepot

Servicing Oversight Manager

loanDepot • $90K — $120K *
Plano, TX 75025In-Person
Finance & Insurance
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree preferred; minimum 5 years of relevant experience.
  • Proven ability in developing vendor strategies and implementation plans.
  • 2+ years in the mortgage industry with strong understanding of loan servicing.
  • Experience in compliance with federal and state regulations.
  • Strong leadership and team management skills.

Responsibilities

  • Lead daily oversight of loanDepot's servicing operations to ensure compliance.
  • Manage monthly audits to assess servicing performance and implement improvements.
  • Guide servicing staff to enhance overall performance and customer satisfaction.
  • Develop and review performance scorecards for servicing activities.
  • Support customer monitoring programs to align with needs and expectations.
  • Facilitate call calibration sessions to maintain high customer service quality.
  • Manage oversight staff and participate in related projects.

Benefits

  • Inclusive and collaborative workplace culture.
  • Opportunities for internal growth and professional development, including tuition reimbursement.
  • Comprehensive health benefits package including Medical, Dental, and Vision.
  • Wellness program promoting mental and physical health.
  • Generous paid time off policy.
Full Job Description
Description

Position Summary:

Responsible for ensuring servicing partners are providing loanDepot with servicing practices that are best in class and fully compliant with agreed upon contractual terms and conditions, state, federal, and agency guidelines. Assists in the maintenance and management of servicing oversight review plans and governance, including call monitoring, to ensure optimal portfolio performance and world class customer experiences emanate from these servicing relationships. This position ensures the performance of all duties in accordance with the company's policies and procedures, all U.S. state and federal laws and regulations, wherein the company operates.

Responsibilities:
  • Provides day-to-day leadership for the oversight of loanDepot's Servicing operations in accordance with all state, federal and agency compliance requirements.
  • Manages the distribution and completion of monthly audits associated with servicing performance.
  • Works directly with servicing staff to guide performance improvement as it pertains to overall servicing performance.
  • Manages the development, completion, and review of monthly scorecards for the servicing portfolio.
  • Manages and supports customer and client monitoring programs to identify customer needs and expectations.
  • Improves customer service quality and aims to keep it at a consistently high level, including overseeing and facilitating call calibration sessions for call center staff.
  • Responsible for the daily management of Servicing Oversight staff at loanDepot.
  • Leads and participates in projects related to Servicing Oversight.
  • Establishes service level agreements, compliance adherence at all levels, development of performance templates, facilitation of communication with the business, scorecard, and new vendor due diligence.
  • Evaluates servicer call center performance and associated loanDepot led monitoring efforts to validate that quality customer service is provided.
  • Develops and maintains policies and procedures that ensure compliance with applicable servicing standards and to achieve service level agreements.
  • Responsible for proper adherence to legal, regulatory, and company policies/procedures; follows proper risk, audit, and compliance controls to mitigate financial risk to the organization, while maintaining an environment focused on quality customer service.
  • Assists in the maintenance of appropriate staffing levels to meet operational needs.
  • Assists in the training, motivation, assessments (hiring, disciplinary action, team and personal goals, performance reviews), and setting performance standards for the department.
  • Assists senior management in setting a strategic direction for the department.
  • Acts as a company ambassador when interacting with vendor partners, displaying high integrity, transparency, and fairness with an emphasis on promoting Enterprise core values.
  • Performs other duties and projects assigned.

Requirements:
  • Bachelor's Degree preferred and a minimum of five (5) + years' experience working in a similar field.
  • Prior experience in and proven ability to develop vendor strategies and implementation plans.
  • Two (2) + years in the Mortgage Industry, including a strong understanding of the mortgage process, programs, and loan servicing.

  • Aggressive compensation package based on experience and skill set.
  • Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive.
  • Work with other passionate, purposeful, and customer-centric people.
  • Extensive internal growth and professional development opportunities including tuition reimbursement.
  • Comprehensive benefits package including Medical/Dental/Vision.
  • Wellness program to support both mental and physical health.
  • Generous paid time off for both exempt and non-exempt positions.

About loanDepot

LoanDepot, sometimes stylized as loanDepot, is a Lake Forest, California-based holding company which sells mortgage and non-mortgage lending products. In 2015, the company claimed to be the second largest non-bank provider of direct-to-consumer loans in the United States. LoanDepot was founded in 2010 by entrepreneur Anthony Hsieh, who had previously founded mortgage companies LoansDirect.com which he sold to E*Trade, and HomeLoanCenter.com, which he sold to LendingTree. The company's products at the time included fixed rate, jumbo, FHA and home equity loans, in addition to more controversial adjustable-rate mortgages and negative amortization products. In November 2015, the company postponed a planned IPO, citing poor market conditions. In March 2017, the company introduced technology to automate the loan process, allowing customers to apply for a mortgage without talking to a loan officer. In January 2018, the company announced two products as part of its technology platform, now called Mello, a home improvement unit to allow contractors to offer financing to customers, and Mello Home, a platform to connect pre-approved buyers to realtors. In September 2019, the company partnered with Century 21 Redwood Realty to form a new mortgage platform for the mid-Atlantic area, Day 1 Mortgage. loanDepot went public on the New York Stock Exchange on February 11, 2021 under the ticker symbol LDI.
Learn more about loanDepot
Market Cap
$453.5 million
Industry
Finance & Insurance
Founded
2010
5 Year Trend
+26.8%
NASDAQ
LDI
* Ladders Estimates

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