Director - Mortgage Servicing

About Us:

Moder was founded in December 2020, with the mission to positively impact the financial health of companies in need by powering their in-house processes using top talent, workflow best practices, and progressive technology.

We are a tech forward outsourcing company specializing in supporting the US mortgage, insurance, and banking industries.

Moder offers end-to-end or component-based outsourcing.

We can do everything from managing one-off projects to becoming an extension of your customer service or operations team.

Our team is built by outsourcing industry experts who've been on the client and provider sides.

They bring decades of experience in financial services and expect the highest caliber of service and delivery from our team.

We're an American-owned company based in the US with offices in India, and the Philippines.

https://www.gomoder.com/about-moder

Job Summary:

The Director of Operations for US Mortgage Servicing will provide strategic leadership and oversight to our mortgage servicing operations.

The successful candidate will bring extensive hands-on experience and a deep understanding of the US mortgage industry, specifically in servicing.

This role requires a dynamic leader who can manage day-to-day operations, drive process improvements, and ensure compliance with regulatory requirements while delivering exceptional service to our customers.

Key Responsibilities:

1.Leadership and Strategy:

o Provide strategic direction & leadership to the mortgage servicing team.

o Develop and implement operational strategies aligned with the company's goals and objectives.

o Foster a culture of continuous improvement and operational excellence.

Operational Management:

o Oversee all aspects of mortgage servicing operations, including loan administration, customer service, collections, loss mitigation, and foreclosure management.

o Ensure efficient and effective servicing processes, meeting or exceeding performance metrics and service level agreements (SLAs).

o Implement best practices to optimize workflow, enhance productivity, and reduce operational risks.

Regulatory Compliance:

o Ensure all servicing activities comply with federal, state, and local regulations, as well as investor and insurer guidelines.

o Stay current with regulatory changes and industry trends, adjusting operations as necessary to maintain compliance.

Team Development:

o Build, mentor, and lead a high-performing operations team.

o Identify training needs and provide development opportunities to enhance team skills and knowledge.

o Foster a collaborative and inclusive work environment.

Customer Focus:

o Champion a customer-centric approach, ensuring high levels of customer satisfaction.

o Address and resolve escalated customer issues in a timely and effective manner.

o Continuously seek opportunities to improve the customer experience.

Performance Monitoring and Reporting:

o Establish and monitor key performance indicators (KPIs) and operational metrics.

o Prepare and present regular performance reports to senior management.

o Use data and analytics to drive decision-making and operational improvements.

Financial Management:

o Develop and manage the operations budget, ensuring cost-effective service delivery.

o Identify opportunities for cost savings and operational efficiencies.

Qualifications:

- Bachelor's degree in business administration, Finance, or a related field; Master's degree preferred.

- Minimum of 10 years of experience in the US mortgage industry, with at least 5 years in a senior leadership role within mortgage servicing.

- In-depth knowledge of mortgage servicing processes, regulations, and industry best practices.

- Proven track record of managing large-scale operations and leading high-performing teams.

- Strong analytical, problem-solving, and decision-making skills.

- Excellent communication and interpersonal skills.

- Ability to adapt to a fast-paced and dynamic work environment.

- Proficiency in mortgage servicing software and MS Office Suite.

Preferred Qualifications:

- Experience with Six Sigma or other process improvement methodologies.

- Knowledge of digital transformation and technology solutions in mortgage servicing.

- Previous experience working with GSEs (Government-Sponsored Enterprises) and private investors