Job Purpose

This role manages the full lifecycle of assigned client projects, serving as the primary point of contact for clients and internal teams. Responsibilities include coordinating work assignments, leading kick-off calls, delivering client reports, and providing coaching and training to staff. The role also requires subject matter expertise in default mortgage servicing — including NPL, RPL, and Scratch & Dent portfolios — to review complex exceptions and ensure consistent, accurate outcomes.

Responsibilities

• Manage all aspects of assigned client projects.
• System set up, scope and script requirements.
• Communicate project-specific requirements and job aids to staff.
• Coordinate work assignments and manage completion timelines.
• Assist with QC and staff questions and feedback.
• Prepare and deliver client reports on agreed schedule.
• Introduce new clients and projects to a team of analysts and quality control staff.
• For new clients or unique projects, lead a kick-off call with the team, providing details on the client, project, and key requirements for execution.
• Serve as the primary point of contact for assigned clients.
• Manage client communications, ensuring expectations are met, and all stakeholders are aligned.
• Coordinate training needs with the training and leadership teams for assigned staff.
• Provide coaching and training feedback to staff.
• Hold regular team meetings to address training topics, project updates, system issues, and questions or concerns.
• Provide subject matter expertise for servicing reviews involving NPL, RPL, and Scratch & Dent portfolios, ensuring consistency in the evaluation of payment history, servicing notes, borrower outreach, loss mitigation efforts, bankruptcy, foreclosure, inability-to-repay determinations, and investor or client-specific servicing requirements.
• Review and resolve complex servicing exceptions, provide guidance on default servicing regulations and best practices, and support quality assurance efforts to ensure accurate and consistent review outcomes.

Knowledge and Experience

• 7+ years proven mortgage Due Diligence experience.
• 4 years of experience as a Team Leader or in a supervisory role.
• Strong working knowledge in products such as Jumbo Prime, Non-Prime, Conforming, FHA/VA, Non-QM, DSCR, NPL/RPL, and MSR.
• Proven working knowledge of current mortgage compliance requirements, including but not limited to RESPA, TILA, TRID, ATR/QM, Dodd/Frank, and other applicable State and Federal regulations.
• Comprehensive knowledge of mortgage servicing operations and servicing file reviews, including payment history analysis, servicing comments, escrow administration, borrower correspondence, loss mitigation, bankruptcy, foreclosure, default servicing, and investor reporting.
• Extensive experience reviewing non-performing (NPL), re-performing (RPL), and Scratch & Dent loan files, including the ability to assess regulatory compliance, inability-to-repay scenarios, servicing practices, and applicable investor or client-specific requirements.
• Understanding of Rating Agency criteria and grading as it pertains to RMBS reviews.
• Extensive experience with mortgage loan review platforms and systems, along with a strong working knowledge of the Microsoft Office suite.
• Ability to manage time and priorities effectively in a fast-paced environment.
• Proven experience in client service and deal management.
• Proven personnel training and mentoring skills.
• Strong leadership, organizational, and problem-solving skills.
• Effective written and verbal communication skills.