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Director, Servicing Oversight

Director, Servicing Oversight

Guild MortgageWashington, DC, US
11 hours ago
Job type
  • Full-time
Job description

Director, Servicing Oversight

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner / buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Servicing Oversight Director is a strategic and critical thinker that manages the oversight of a variety of key Servicing aspects including parent company oversight, subservicing relationship(s), investor-state-regulatory exams, audits, and quality monitoring along with a holistic oversight of servicing complaints.

This role will be a passionate customer advocate who will challenge key business functions and work for the best possible experience for our customers. This is a high-visibility role partnering with Servicing Operations, Risk, Legal, Compliance, Investor Relations and external partners; you will shape the future of our servicing oversight function in a fast-changing environment.

Compensation

This role is an exempt position with a Targeted Salary Range of $120,000 - $152,000 annually. Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant's geographical location.

Essential Functions

  • Partner and collaborate with a broad range of roles, both internal and from our servicing departments, senior leaders to compliance and legal, along with external investors, regulators, vendors, and customers.
  • Serve as the central liaison for parent company oversight of Loan Servicing, ensuring executive-level visibility through comprehensive reporting, performance metrics, and issue escalation.
  • Serve as the primary representative to investors and examiners, overseeing relationship management, communications, and reporting, and ensuring feedback, findings, and action plans are prioritized and resolved promptly and professionally.
  • Oversee subservicing partner(s) from a compliance, quality assurance, performance, and operational perspective as well as coordinate any transfer of servicing.
  • Provide structure and consistency in team's approach to exams, audits, licensing and CFPB quality monitoring to deliver optimal support to internal departments, timely submissions, and ultimate low to no findings.
  • Identify, evaluate and mitigate internal process errors and oversights by coordinating resolution or remediation with responsible business units in addition to facilitating process improvements developed to increase customer and investor satisfaction.
  • Oversee call center quality management from an arm's-length perspective, monitoring performance metrics, compliance adherence, and customer experience outcomes to ensure alignment with corporate and regulatory standards.
  • Manage team to leverage strengths and develop opportunities and ensure depth in support of team functions.
  • Provide direction, alignment, and support across team and hold team accountable for performance.
  • Foster an environment that identifies efficiencies and removes non-value-added steps.
  • Stay closely aligned with regulatory and compliance developments, ensuring internal policies, procedures, and systems are proactively adapted to meet new or revised requirements.
  • Perform other duties as assigned.

Qualifications

  • Bachelors Degree directly related to the position or equivalent, required.
  • A combination of education and experience may be considered in lieu of the Bachelor's degree.
  • Minimum 10 years' experience in mortgage servicing experience.
  • Minimum 5 years' supervisory or leadership experience in proven management experience in leading team(s).
  • Experience in and understanding of agency guidelines as it relates to : Early & Late Default, Credit Reporting, Payoffs & Special Servicing, and Escrow Management.
  • Highly organized and detail-oriented; ability to prioritize work of team and self in a fast-paced environment.
  • Exceptional communication skills (including verbal, written, and listening).
  • Superior analytical and problem-solving skills.
  • Strong interpersonal and communication skills with a collaborative approach.
  • Must exercise accuracy, alertness, good judgment, initiative, courtesy, tact, and patience.
  • Well-developed written and communication skills; ability to be organized in a fluid environment.
  • Excellent verbal and written communication skills required.
  • Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
  • Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
  • Commitment to company values.
  • Customer Service - Proactive attention to each person
  • Integrity - Do and say what's right
  • Respect - Treat others with dignity
  • Collaboration - Listen and work together
  • Learning - Seek knowledge and strive for improvement
  • Excellence Deliver the unexpected

    • Supervision

  • Job Scope : Responsible for understanding the department / functional area objectives and goals and how own job contributes to achievement of these goals; may contribute insights and ideas on policies, processes, procedures, and efficiency; may recommend changes and enhancements based on analysis and evaluation of circumstances.
  • Complexity : Problems are often complex and specialized and may involve unprecedented circumstances; resolution requires investigation, analysis and review of professional / organizational standards.
  • Impact : Decisions and actions have an impact on the smooth operation and timeframes of the department, programs / projects; impact on the broader organization is generally indirect.
  • Interaction / Supervision : Generally, manages staff with direct reports; responsible for complete oversight of people management of the area, including staffing, hiring, termination, and discipline, sets performance standards, evaluates staff, and makes pay decisions; accountable for staff development and training, etc.

    • Requirements

  • Physical : Work is primarily sedentary; mobility in an office setting.
  • Manual Dexterity : Frequent use of computer keyboard and mouse.
  • Audio / Visual : Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio, e.g., words, numbers and other data broadcasted aloud / viewed on a screen, as well as print and other media.
  • Environmental : Remote environment dedicated workspace with high-speed internet connection.
  • Travel : 5-10%
  • Mental : Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow. This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities. Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner.
  • Schedules : Work is primarily performed during the business week, Monday - Friday.

    • Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

    Guild Mortgage Company is an Equal Opportunity Employer.

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    Director Servicing Oversight • Washington, DC, US