Primary Responsibilities:

• Provide timely support for inquiries and escalations, ensuring resolution within defined SLAs.

• Collaborate with internal teams and senior management to coordinate responses and follow-ups.

• Monitor internal reporting tools to identify and manage new inquiries and escalations.

• Conduct detailed reviews of mortgage loans, particularly those in early to late-stage delinquency.

• Partner with external vendor to track and respond to escalations efficiently.

• Develop and maintain reporting dashboards to monitor inquiry volumes, response times, aging, and trends.

• Assess reported issues for potential client impact and facilitate appropriate internal and external communications.

• Offer backup support to other members of the Servicing Oversight team as needed.

• Contribute to ad hoc projects and assist management with servicing oversight initiatives.

• Perform additional duties as assigned by management.

Preferred Experience:

• Mortgage servicing exp is MUST.

• 3 to 5 years of experience within client services and mortgage servicing, including loan onboarding, loan administration, and default management

• Preferred 1+ years of management/supervisory experience

• Mortgage servicing experience, including working knowledge of escrow, insurance and tax tracking, payment processing, etc.

• Working knowledge of applicable regulatory guidelines related to mortgage servicing

• Adhere to turn time commitments while working in a high-volume environment

• College degree preferred