GoodLeap

Manager, Servicing Enablement

GoodLeap

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $110,000 - $130,000 per year

About the role

  • 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.
  • Experience managing servicing-related product changes or operational enhancements preferred.
  • Familiarity with applicable regulatory frameworks (Reg X, Reg Z, FCRA, UDAAP, FDCPA as applicable).
  • Experience managing or overseeing third-party servicing vendors preferred.
  • Strong analytical, reconciliation, and risk management skills.
  • Technical aptitude with ability to review system logic and servicing calculations.
  • Excellent verbal and written communication skills, with the ability to clearly convey project goals, expectations, and progress to stakeholders at all levels.
  • Strong interpersonal skills, with the ability to build and maintain relationships with internal teams, senior leaders, vendors, and sub-servicers.
  • Advanced proficiency with computer functions with MS office suite strongly preferred
  • Demonstrated leadership abilities, with experience in guiding cross-functional teams and managing stakeholder expectations.
  • Ability to motivate teams and drive collaboration in a fast-paced environment.
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
mortgage servicingHELOC servicingpayment processingescrow managementdelinquency managementrisk managementreconciliationsystem logic reviewservicing calculationsoperational enhancements
Soft Skills
analytical skillsverbal communicationwritten communicationinterpersonal skillsleadership abilitiesteam motivationcollaborationadaptabilityrelationship buildingstakeholder management
Certifications
Bachelor's degreemortgage servicing certificationscompliance certifications