Responsibilities
- Act as the main contact for a designated group of clients, investors, and business partners requiring servicing support.
- Foster strong, lasting relationships through proactive communication, operational assistance, and strategic collaboration.
- Take ownership of servicing oversight, including resolving issues, managing escalations, and driving client-specific projects.
- Collaborate with internal teams to ensure servicing obligations and portfolio deliverables are met accurately and on time.
- Implement operational enhancements, servicing strategies, and process improvements to elevate client experience and portfolio outcomes.
- Track key performance indicators, servicing trends, and operational risk factors across portfolios.
- Manage client requests, servicing approvals, and operational tasks in line with established servicing standards.
- Lead servicing transfer initiatives, including onboarding and offboarding, client communication, data validation, timeline coordination, and readiness checks.
- Serve as the main point of contact for servicing transfers, ensuring compliance with operational, regulatory, investor, and client requirements.
- Oversee transfer-related tasks such as data reconciliation, boarding coordination, exception handling, and progress tracking.
- Support resolution of servicing discrepancies, client escalations, payment issues, and portfolio exceptions.
- Review and reconcile servicing invoices, fees, reports, and exception items for accuracy.
- Analyze root causes of operational problems and collaborate with teams to implement corrective actions and process refinements.
- Evaluate servicing agreements and operational requirements to identify risks, gaps, and implementation needs.
- Assist in onboarding new servicing clients and coordinate integration across operational units.
- Prepare and deliver portfolio updates, operational insights, performance metrics, and strategic recommendations to leadership and clients.
- Organize and attend client meetings, transfer coordination sessions, operational reviews, and site visits as required.
- Support special projects, strategic efforts, and other duties assigned by leadership.
Work Arrangement
remote-first
Other
- Most interviews are conducted virtually, though candidates must be available for in-person meetings if required.
- As a participating employer, employment eligibility will be confirmed through E-Verify.
- Remote work is supported, offering flexibility in a dynamic, remote-first environment.
- Generous paid time off is provided, and employees are encouraged to use it.
- No Meeting Wednesdays are observed to allow uninterrupted focus and rest.
- Core values include: Lead with Passion, Own It, Build a Better Way, Results Driven, and The Golden Rule.
- Commitment to diversity and inclusion by fostering a workforce that celebrates differences and supports authenticity.
- Equal opportunity employer; no discrimination based on race, color, national origin, religion, gender, gender expression, sexual orientation, age, veteran status, disability, or marital status.
