About this role
About the role
Prosperity Home Mortgage is looking for an individual to oversee our servicing team and manage the relationship with our subservicer. This role is responsible not only for ensuring overall servicing compliance, but also for leading the internal servicing group and interim servicing activities. This is a customer centric role which demands a strong understanding of customer service expectations and responsibilities. Servicing is the longest-running touchpoint we have with a customer and protecting the integrity of that experience is one of the primary responsibilities of this role.
What you will own
Subservicer performance and relationship management
• Own the day-to-day relationship with PHM's subservicer as the primary point of accountability on both sides
• Define and maintain the service level and key performance indicator framework, and hold the subservicer to it
• Maintain the performance scorecard covering service, compliance, investor reporting, borrower experience and cost
• Manage issue escalation through to closure, including remediation plans, owners and deadlines
• Serve as the escalation point for borrower complaints that reach PHM
Customer ownership and data rights
• Verify that payoff requests, refinance inquiries and rate questions are handled to PHM's scripts and routed to PHM immediately, and that no lead triggers or internal routing capture them
• Confirm that PHM borrower data is not accessible to affiliates, and is not used for any purpose other than servicing our portfolio
• Review call recordings and quality assurance results on a sampling basis, focused on payoff and rate conversations
• Own the annual verification that the subservicer's controls in this area still work as described
Compliance and risk oversight
• Build and run the oversight and monitoring program that evidences PHM's supervision of its subservicer to regulators, agencies and internal audit
• Review the subservicer's SOC reports, internal audit findings, regulatory examination results and remediation, and track open items to closure
• Partner with Compliance, Legal and Internal Audit, and support PHM's broader third-party risk management framework
• Monitor the subservicer's oversight of its own subcontractors and offshore providers
Investor reporting and agency obligations
• Oversee the accuracy and timeliness of investor reporting to Fannie Mae, Freddie Mac, Ginnie Mae and any private investors
• Monitor custodial account reconciliation, including the aging of unreconciled items
• Track agency scorecards and servicer ratings, and drive improvement as needed
• Manage PHM's servicing-side relationships with the agencies
• Oversee the accuracy of servicing data flowing back to PHM for MSR valuation and financial reporting
Borrower experience
• Ensure the white-label experience remains genuinely PHM's across statements, portal, mobile application, telephony and written communications
• Review and approve borrower-facing changes proposed by the subservicer before release
• Monitor borrower satisfaction, complaint themes and self-service adoption, and identify where the experience is falling short
• Work with Marketing and IT on the design and integrity of the branded experience
What you Bring
Required
• 10 or more years in mortgage servicing, with at least 5 years in subservicer oversight, vendor management, master servicing, or a servicing operations leadership role
• Direct accountability for a servicing portfolio or a servicing vendor relationship of meaningful scale
• Working knowledge of the federal requirements that govern servicing: RESPA and Regulation X, TILA and Regulation Z, FDCPA, FCRA, ECOA, SCRA, GLBA and UDAAP
• Practical familiarity with agency servicing guides and requirements — Fannie Mae, Freddie Mac, Ginnie Mae, FHA and VA
• Demonstrated ability to hold a vendor to a contract: reading it, testing against it, and escalating when performance falls short
• Strong analytical skills, including the ability to work with loan-level servicing data and build the reporting yourself rather than requesting it
• Clear written communication, including reporting to executives and producing material that stands up to regulatory scrutiny
• Bachelor's degree, or equivalent professional experience
Prosperity Home Mortgage, LLC is an Equal Opportunity Employer and makes employment decisions without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), military service, or other non-merit based factors and characteristics protected by applicable federal, state, or local law.