Do You Have What it Takes?

Summary:

The Director of Loan Servicing provides strategic leadership and oversight of the company’s full loan servicing operation, covering private money, hard money, and non-consumer business-purpose loans. This role is responsible for shaping departmental direction, developing talent, ensuring regulatory compliance, and delivering an exceptional borrower and lender experience. The Director collaborates cross-functionally with executive leadership, legal, finance, loss mitigation, technology, and investor relations to ensure servicing performance supports the company’s goals of asset protection, risk reduction, automation, and long-term growth.

This is a hands-on leadership role with accountability for performance metrics across all facets of servicing, including loan boarding, payment processing, escrow administration, customer service, default management, and foreclosure oversight.

Strategic Leadership & Operational Oversight:

• Set the strategic direction and performance standards for the Loan Servicing department
• Align departmental goals with company objectives related to portfolio performance, borrower retention, and investor satisfaction
• Design scalable servicing workflows, automation strategies, and quality control procedures
• Identify, mitigate, and escalate servicing-related risks in partnership with compliance and legal teams

Loan Lifecycle Management:

• Own servicing strategy from loan boarding to payoff, including assumptions, modifications, and complex workout scenarios
• Ensure accurate data entry, regulatory compliance, and document retention across systems and workflows
• Maintain servicing compliance with RESPA, Reg Z, FDCPA, SB 900, and applicable state/federal laws

Team Development & Performance Management:

• Build and develop a high-performing, multi-disciplinary team across servicing, customer service, and default/loss mitigation
• Coach and mentor managers and team leads, identifying future leaders within the department
• Manage performance evaluations, professional development plans, and HR-related issues

Borrower & Lender Relations

• Serve as the executive escalation point for high-impact servicing issues and complaints
• Monitor response time and resolution metrics for inbound communications from borrowers, brokers, attorneys, and investors
• Promote a culture of proactive borrower outreach and transparent lender reporting

Foreclosure & Loss Mitigation Strategy

• Direct end-to-end default servicing process, including early-stage delinquency tracking, borrower outreach (every 15 days post-delinquency), forbearance, modifications, and foreclosure referrals
• Oversee communication strategy and compliance documentation for SB 900 and similar regulations
• Collaborate with foreclosure trustees, attorneys, and REO vendors to manage timelines and resolution strategies

Technology, Data & Reporting

• Lead technology adoption initiatives within the servicing function, including enhancements to The Mortgage Office, reporting systems, and automation tools
• Oversee development and review of real-time performance dashboards (e.g., Power BI), tracking KPIs such as delinquency %, escrow accuracy, resolution timelines, and call center responsiveness
• Ensure data integrity and audit readiness at all times

Budgeting & Resource Allocation

• Develop and manage departmental budgets, staffing plans, and vendor contracts to optimize costs without compromising service
• Evaluate outsourcing and automation opportunities to improve efficiency and reduce errors

Compliance, Audit & Risk Mitigation

• Serve as point of contact for internal and external audits, including DRE, NMLS, and investor reviews
• Create and maintain internal policy documentation in accordance with servicing and regulatory standards
• Ensure ongoing training for staff on regulatory changes and company policies

Qualifications

Work Environment

Office-based with optional hybrid/remote flexibility based on performance and role demands. Occasional travel (<10%) may be required for audits, vendor management, or leadership meetings. Reasonable accommodations will be provided for individuals with disabilities.