Proven ability to enforce vendor performance metrics and contract adherence
Strong analytical skills for evaluating loan-level servicing data
Excellent written communication skills for executive reporting and compliance documentation
Bachelor's degree or equivalent experience.
Responsibilities
Manage the daily relationship with PHM's subservicer as the main point of contact
Define service levels and performance indicators for the subservicer
Maintain performance scorecards covering compliance and borrower experience
Address and resolve escalated borrower complaints
Verify proper handling of payoff requests and refinance inquiries
Lead compliance oversight and monitoring programs for regulatory accountability
Ensure accuracy and timeliness in investor reporting to various agencies
Monitor and improve borrower experience across all touchpoints.
Benefits
Comprehensive support for professional development and growth
Collaborative team environment with a focus on customer service
Opportunity to influence and enhance borrower experiences
Engagement in meaningful relationships and compliance oversight
Exposure to diverse aspects of the mortgage servicing industry.
Full Job Description
About the role
Prosperity Home Mortgage is looking for an individual to oversee our servicing team and manage the relationship with our subservicer. This role is responsible not only for ensuring overall servicing compliance, but also for leading the internal servicing group and interim servicing activities. This is a customer centric role which demands a strong understanding of customer service expectations and responsibilities. Servicing is the longest-running touchpoint we have with a customer and protecting the integrity of that experience is one of the primary responsibilities of this role.
What you will own
Subservicer performance and relationship management
Own the day-to-day relationship with PHM's subservicer as the primary point of accountability on both sides
Define and maintain the service level and key performance indicator framework, and hold the subservicer to it
Maintain the performance scorecard covering service, compliance, investor reporting, borrower experience and cost
Manage issue escalation through to closure, including remediation plans, owners and deadlines
Serve as the escalation point for borrower complaints that reach PHM
Customer ownership and data rights
Verify that payoff requests, refinance inquiries and rate questions are handled to PHM's scripts and routed to PHM immediately, and that no lead triggers or internal routing capture them
Confirm that PHM borrower data is not accessible to affiliates, and is not used for any purpose other than servicing our portfolio
Review call recordings and quality assurance results on a sampling basis, focused on payoff and rate conversations
Own the annual verification that the subservicer's controls in this area still work as described
Compliance and risk oversight
Build and run the oversight and monitoring program that evidences PHM's supervision of its subservicer to regulators, agencies and internal audit
Review the subservicer's SOC reports, internal audit findings, regulatory examination results and remediation, and track open items to closure
Partner with Compliance, Legal and Internal Audit, and support PHM's broader third-party risk management framework
Monitor the subservicer's oversight of its own subcontractors and offshore providers
Investor reporting and agency obligations
Oversee the accuracy and timeliness of investor reporting to Fannie Mae, Freddie Mac, Ginnie Mae and any private investors
Monitor custodial account reconciliation, including the aging of unreconciled items
Track agency scorecards and servicer ratings, and drive improvement as needed
Manage PHM's servicing-side relationships with the agencies
Oversee the accuracy of servicing data flowing back to PHM for MSR valuation and financial reporting
Borrower experience
Ensure the white-label experience remains genuinely PHM's across statements, portal, mobile application, telephony and written communications
Review and approve borrower-facing changes proposed by the subservicer before release
Monitor borrower satisfaction, complaint themes and self-service adoption, and identify where the experience is falling short
Work with Marketing and IT on the design and integrity of the branded experience
What you Bring
Required
10 or more years in mortgage servicing, with at least 5 years in subservicer oversight, vendor management, master servicing, or a servicing operations leadership role
Direct accountability for a servicing portfolio or a servicing vendor relationship of meaningful scale
Working knowledge of the federal requirements that govern servicing: RESPA and Regulation X, TILA and Regulation Z, FDCPA, FCRA, ECOA, SCRA, GLBA and UDAAP
Practical familiarity with agency servicing guides and requirements - Fannie Mae, Freddie Mac, Ginnie Mae, FHA and VA
Demonstrated ability to hold a vendor to a contract: reading it, testing against it, and escalating when performance falls short
Strong analytical skills, including the ability to work with loan-level servicing data and build the reporting yourself rather than requesting it
Clear written communication, including reporting to executives and producing material that stands up to regulatory scrutiny
Bachelor's degree, or equivalent professional experience
