Summary:
The Vice President, HELOC Servicing Program provides strategic leadership, governance, and cross-functional oversight for the end-to-end HELOC servicing program across the full loan lifecycle, including loan boarding, servicing, customer support, default management, loss mitigation, payoff, and liquidation activities. Serving as the primary business leader for the HELOC servicing program, this role is accountable for establishing program strategy, governance frameworks, operational readiness, performance oversight, and regulatory alignment to support organizational objectives, client commitments, and customer outcomes.
The Vice President partners closely with Operations, Technology, Compliance, Risk, Legal, Finance, Product, Training, and external vendors to provide governance, oversight, and strategic coordination across servicing initiatives, portfolio boarding, conversion and transfer activities, and business and technology enhancements impacting the HELOC portfolio. Working collaboratively with functional leaders, the role helps ensure HELOC program objectives, servicing performance expectations, governance standards, regulatory requirements, risk management expectations, and client commitments are consistently achieved. The VP maintains a comprehensive view of HELOC servicing requirements, risks, dependencies, decisions, and readiness activities, facilitating alignment, executive decision-making, issue resolution, and transparency across stakeholders to support successful program outcomes.
Additionally, the Vice President establishes and oversees program-level performance expectations through service level agreements (SLAs), key performance indicators (KPIs), operational and quality metrics, and key risk and control indicators. In partnership with functional leaders, the role monitors overall program health, facilitates the resolution of cross-functional issues and risks, and promotes continuous improvement opportunities to enhance servicing effectiveness, strengthen controls, improve customer outcomes, and ensure adherence to regulatory, investor, client, and organizational requirements.
Essential Job Duties and Responsibilities:
- Provide end-to-end program leadership and governance for HELOC servicing across the servicing lifecycle.
- Serve as the business lead for the HELOC servicing program, coordinating across functional areas while business leaders retain accountability for execution and performance within their organizations.
- Maintain an integrated view of HELOC requirements, business decisions, dependencies, risks, readiness, and performance.
- Partner with Technology, Product, Compliance, Risk, Legal, Finance, and Operations to define requirements, resolve cross-functional decisions, and implement servicing solutions.
- Establish and maintain the HELOC servicing operating model, including functional ownership, business rules, handoffs, escalation paths, governance, metrics, and reporting.
- Drive continuous improvement and coordinate ongoing servicing enhancements, product changes, system changes, and new requirements to improve efficiency, quality, controls, and customer experience.
- Coordinate development and maintenance of HELOC policies, procedures, operational documentation, and business controls with accountable functional areas.
- Lead organizational and operational readiness, including staffing/resource planning, communications, training, change management, and transition activities.
- Serve as the primary cross-functional business liaison with vendors, strategic partners, and key stakeholders supporting HELOC servicing.
- Coordinate ongoing servicing enhancements, product changes, system changes, and new requirements following launch.
- Provide program coordination across key HELOC servicing capabilities, including:
- Loan boarding, conversions, and servicing transfers
- Product/account servicing rules and draw/available credit management
- Payments, ACH, cash management, payoffs, and paydowns
- Variable rates, interest, minimum payments, and billing
- Escrow, tax, and insurance, where applicable
- Customer Care, digital servicing, and borrower communications
- Delinquency, Loss Mitigation, Default, and charge-offs
- Credit/default reporting, controls, and operational reporting
Other Job Duties and Responsibilities:
- Perform special projects or strategic initiatives as assigned.
- Comply with all company policies and procedures.
- Maintain reliable and punctual attendance.
- Build and maintain effective relationships with business partners and stakeholders supporting HELOC servicing.
- Provide guidance and share HELOC servicing best practices with business and operational teams.
Supervisory Responsibilities:
May have direct supervisory responsibility for team members supporting the HELOC servicing governance program. In addition, provides cross-functional leadership and direction to resources across the organization in support of program objectives.
Qualifications:
- Minimum 10 years of mortgage/consumer loan servicing experience, including at least 5 years of direct HELOC servicing leadership experience and demonstrated leadership across multiple servicing functions.
- Comprehensive knowledge of HELOC products and the end-to-end servicing lifecycle, including loan boarding and transfers, account servicing, payments and draws, customer servicing, delinquency/default, loss mitigation, foreclosure, payoff, and liquidation.
- Strong knowledge of mortgage servicing operations, regulatory requirements, investor guidelines, business controls, and industry practices applicable to HELOC servicing.
- Demonstrated experience leading complex, cross-functional initiatives involving Operations, Technology, Product, Compliance, Risk, Legal, Finance, and external business partners.
- Experience supporting servicing system implementations, conversions, portfolio acquisitions, and servicing transfers.
- Proven ability to manage multiple priorities, dependencies, risks, and critical deadlines in a complex operating environment.
- Strong analytical, problem-solving, organizational, and decision-making skills, including the ability to translate business and regulatory requirements into operational processes and controls.
- Excellent verbal, written, presentation, and executive communication skills, with the ability to influence and drive accountability across teams without direct supervisory authority.
- Strong facilitation and relationship-management skills with experience leading cross-functional workgroups and driving decisions and issues to resolution.
- Experience supporting operational readiness and change, including procedures, training, knowledge transfer, and change management.
- Experience with ICE MSP (formerly Black Knight MSP) and HELOC/consumer servicing functionality strongly preferred.
- Experience supporting diverse HELOC products, portfolios, and servicing relationships preferred.
Education and/or Experience:
- High School diploma or equivalent is required.
- Bachelor’s degree in Business Administration, Finance, Accounting, or a related field preferred, or equivalent relevant work experience is preferred.
- Minimum 10 years of mortgage/consumer loan servicing experience, including at least 5 years of direct HELOC servicing experience with responsibility for servicing operations, portfolio transfers, and program leadership.
- Demonstrated experience supporting the end-to-end HELOC servicing lifecycle, including loan boarding, ongoing servicing, default, and liquidation.
- Experience with ICE MSP (formerly Black Knight MSP) and HELOC/consumer servicing functionality strongly preferred.
Certificates, Licenses, Registrations:
Language Skills
Ability to communicate clearly and professionally with external and internal Lines of Business often relaying agency requirements. Ability to effectively present information in professional documents and instructions to external clients, and Servicing line of Business partners.
Work Complexity:
Problems and issues faced are highly complex, numerous and undefined, and require rigorous information gathering, analysis and investigation to understand the problem. Problems typically impact many departments or sub-functions. Problems are typically solved through drawing from market knowledge, prior experience and analysis of issues.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.
Job Responsibilities:
The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.
