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Manager, Servicing Enablement

United States 110000.00 - 130000.00 USD / Year · Job Posted March 14, 2026
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Job Description

The Manager, Servicing Enablement, is responsible for overseeing the day-to-day operational performance of third-party sub-servicers. This role serves as the technical subject matter expert for mortgage and HELOC servicing operations and ensures accurate, compliant, and scalable execution of servicing activities within a regulated financial services environment. This position operates deep in the operational details, including payment processing, billing logic, interest calculations, customer inquiries, delinquency management, credit reporting, investor reporting support, regulatory requirements and lifecycle servicing events, while maintaining structured oversight of vendor execution.

Job Responsibility

  • Oversee daily operational execution performed by third-party sub-servicers
  • Monitor billing cycles, statement production, interest accrual calculations, minimum payment logic, and fee assessments
  • Validate payment application processes, refunds, adjustments, and exception handling
  • Monitor delinquency management, charge-offs, recoveries, and lifecycle events
  • Ensure operational execution aligns with regulatory and investor requirements
  • Develop deep understanding of the GoodLeap HELOC product structure, system configuration, and servicing workflows
  • Serve as servicing lead for product updates, enhancements, and new feature implementation
  • Translate business requests into clear operational requirements for the sub-servicer
  • Manage execution of servicing-related product changes including testing, validation, and deployment
  • Ensure alignment between Product, Technology, Compliance, and the sub-servicer during change implementation
  • Monitor vendor performance against defined SLAs, KPIs, and contractual obligations
  • Conduct recurring operational and performance reviews with servicing partners
  • Lead root cause analysis and remediation planning for servicing defects or compliance gaps
  • Ensure vendor processes align with internal control standards and audit requirements
  • Oversee compliance with applicable regulations including Reg X, Reg Z, FCRA, FDCPA (as applicable), and UDAAP
  • Support internal audits, regulatory exams, and investor reviews
  • Conduct targeted file reviews and transaction testing to validate servicing accuracy
  • Partner with Compliance and Risk teams to address findings and implement corrective actions
  • Reconcile internal portfolio data to servicer source system reporting
  • Review investor reporting inputs and outputs for completeness and accuracy
  • Monitor credit bureau reporting (Metro 2) and dispute resolution processes
  • Identify emerging operational or regulatory risks and escalate material issues appropriately

Requirements

  • Minimum of 5–8+ years of experience in mortgage and/or HELOC servicing operations
  • Direct experience working for or alongside mortgage/HELOC servicers in a regulated financial services environment
  • Strong understanding of mortgage servicing lifecycle including payment processing, escrow, delinquency, bankruptcy, and loss mitigation
  • Familiarity with applicable regulatory frameworks (Reg X, Reg Z, FCRA, UDAAP, FDCPA as applicable)
  • Strong analytical, reconciliation, and risk management skills
  • Technical aptitude with ability to review system logic and servicing calculations
  • Excellent verbal and written communication skills
  • Strong interpersonal skills
  • Advanced proficiency with computer functions with MS office suite strongly preferred
  • Demonstrated leadership abilities
  • Ability to adapt to changing priorities and work under pressure to meet tight deadlines
  • Flexibility to manage projects that span different time zones and involve international stakeholders
  • Bachelor’s degree required

Nice to have

  • Experience managing servicing-related product changes or operational enhancements preferred
  • Experience managing or overseeing third-party servicing vendors preferred
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