Mortgage Servicing Oversight Lead

Mortgage Servicing Oversight Lead

This role involves managing vendor relationships, ensuring subservicers meet contractual obligations and regulatory requirements. Key responsibilities include developing and implementing controls for servicing regulatory themes, conducting regular audits, and establishing a data scorecard to monitor key performance indicators. The AVP will oversee training initiatives for subservicer staff, create standardized documentation practices, and prepare comprehensive reports for senior leadership. Managing all Servicing Escalations and Client Interactions: The AVP will also handle escalation management with urgency, addressing any critical issues or breaches in service level agreements swiftly. This role requires effective communication with clients, ensuring their concerns are resolved promptly and professionally. Collaboration with internal departments such as Analytics, Legal, and Risk is essential to align vendor performance with compliance goals. A commitment to continuous improvement will drive the refinement of controls and processes in response to regulatory changes.

What will you do?

• Serve as the primary point of contact for sub-servicers, ensuring communication and coordination.
• Monitor and evaluate sub-servicer performance against contractual obligations and performance standards.
• Completely own the entire Mortgage and HELOC Servicing experience for our clients and relationship managers including working internally or with the third-party to resolve escalations or research requests and ensuring a white glove approach is provided to every client including written and oral communication.
• Directly calling clients to explain complex servicing related items related to escalations
• Develop and implement controls for servicing regulatory themes to ensure adherence to compliance and legal requirements.
• Conduct regular audits of subservicer operations and compliance practices.
• Establish a data scorecard to track key performance indicators (KPIs) related to compliance and service delivery.
• Analyze performance metrics to identify areas for improvement and drive corrective actions.
• Implement training programs for subservicer staff on compliance standards and best practices.
• Update training materials to reflect regulatory changes.
• Define documentation standards to ensure consistency and accountability in operations.
• Prepare and present detailed reports on vendor performance, compliance issues, and risk management to senior leadership.
• Maintain a feedback loop to refine controls and scorecards based on performance data and stakeholder input.
• Stay updated on regulatory changes and adjust processes accordingly.
• Partner with internal departments (Analytics, Legal, Risk) to align vendor performance with organizational compliance goals.
• Oversee default-related activities managed by subservicers, including collections, loss mitigation, bankruptcy, and foreclosure.
• Address and resolve issues or breaches of service level agreements identified through monitoring and audits.
• Build and lead the bank's mortgage department, focusing on strategy, staffing, and revenue goals.
• Create a comprehensive suite of mortgage products and services.
• Establish policies, procedures, and workflows to ensure compliance and operational efficiency.
• Recruit, train, and manage Mortgage Loan Originators (MLOs) and operations staff.
• Drive growth and profitability within the mortgage division.
• Ensure underwriting standards are met and loans comply with regulatory and secondary market guidelines.
• Manage vendor relationships and mortgage software applications.
• Represent the bank in community and civic activities to enhance market presence.
• Manage foreclosure and bankruptcy processes, overseeing files related to default law, including title issues and contested foreclosures.
• Provide oversight of the sub-servicer's foreclosure and bankruptcy attorney network, ensuring proper case management and cost allocation.
• Implement standardized processes and best practices for insurance policy placement to enhance customer experience and ensure compliance.
• Conduct assessments and measurements of sub-servicing activities, particularly focusing on property and casualty insurance matters.
• Establish rigorous quality control measures to maintain high standards of service and compliance.
• Collaborate with stakeholders to evaluate the impact of climate factors on affordability, ownership costs, and Mortgage Servicing Rights (MSR) valuations.
• Train team members and strategic partners on best practices related to foreclosure and bankruptcy.
• Assist the Sub-Servicing Oversight Team in ensuring all sub-servicers and third parties comply with standards and regulatory requirements.
• Engage with investors and insurers to advocate for policies beneficial to all stakeholders.
• Undertake special projects or strategic initiatives as assigned by senior leadership.
• Perform other duties as necessary, including travel.

What do you need to succeed?

• Bachelor's degree or equivalent education and related experience.
• 9+ years of mortgage servicing experience to include responsible risk management and strategic decision-making and ability to manage complex projects and initiatives
• Minimum of 1 year of Mortgage Default Experience
• Minimum of 4 Years of Mortgage Subservicing Experience
• Minimum of 2 years Escrow and Flood experience

What's in it for you?

Starting base salary: $92K-$156K per year. Exact compensation may vary based on skills, experience, and location.

At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including:

• Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
• Generous 401(k) company matching contribution
• Career Development through Tuition Reimbursement and other internal upskilling and training resources
• Valued Time Away benefits including vacation, sick and volunteer time
• Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
• Career Mobility support from a dedicated recruitment team
• Colleague Resource Groups to support networking and community engagement

About Us

Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at About Us.

Inclusion and Equal Opportunity Employment

City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.