International Luxury Hotel Association

Customer Support

• Manage team of 13 or more team members, ensure departmental goals and standards are achieved.
• Communicate company goal, safety practice and ensure all employees remain engaged.
• Effectively provide prompt, accurate and professional responses to customer inquiries/grievances at escalation desk.
• Ability to prioritize, work independently, meet deadlines and motivate team members for better results.
• Conduct performance review and provide appropriate feedback to team members.
• Perform periodic audits to ensure performance standards are met.
• Accountable for daily operations in department.
• Resolve loans and delinquencies to enhance departmental cure rate% results.
• Aim and achieve high Quality & NPS/Stella results (Over and above the set target).
• Maintain high employee productivity and teams phone performance metrics.
• Partner with other department (WFM, Training, HR, Dialer, Facilities etc.).
• Identify process breakdowns and offer corrective suggestions.

Team Lead, Customer Care Center – Resolutions

Communications

• Provide and maintain excellent customer relations by ensuring customer inquiries are handled in a prompt, efficient, courteous, effective, and professional manner via e-mail. Adhere to investor servicing guidelines and internal policies and procedures.
• Answer Customer Service, Customer Resolution, Home Retention Department (HRD), and ERM customer inquiries received through email and from the website.
• Processing requests from Relationship Managers (RM), ERMs, and supervisor from the Customer Care Department.
• Processing requests from other departments, such as Lien Release, Assumptions, Escheat and Land Title Adjustment, Tax and Insurance.
• Managing specific MSP tasks which require an email to be sent to customers. Providing accurate and timely information to the customer through email. Keeping abreast of all procedural changes and application of these changes to daily business.
• Updating information in MSP/ Reverse Quest as it pertains to each specific situation.
• Support inbound customer calls as needed to assist the call center during peak volumes or special initiatives.

Digital Communication Specialist

Manager

• Manage the Disclosure and Closing process for Non-Delegated clients participating in the Docs and Disclosure program
• Manage pipeline and workflow to ensure compliance timelines are met and loans comply with federal and state regulations
• Oversee and support vendors conducting fulfillment services and assist with vendor management for performance and communication
• Field complex compliance questions and assist with escalations from Correspondent Specialist, Seller, and/or Vendor
• Assist Closing staff by defining goals, establishing schedules and priorities to ensure timely handling of Correspondent loans
• Develop process improvements and establish workflows and controls to ensure timely disclosures
• Ensure investor guidelines, PHH guidelines, laws and regulations are followed and communicated accurately
• Maintain and develop policies and procedures as needed and stay current with compliance regulations and GSE requirements
• Work in collaboration with Sales, Underwriting, Capital Markets, Compliance, Legal, Risk, and Training
• Provide organized information and reporting to leadership

Non-Delegated Disclosure Escalation Manager

Client Services Representative

• Serve as liaison for the Correspondent Delegated business channel and report to the Senior Manager, Correspondent Lending Operations
• Communicate with correspondents, vendors and internal business units regarding Conventional, FHA, VA or Non-Agency loans submitted for purchase
• Conduct due diligence and research based on escalations, questions or guidance needed throughout the process
• Manage high volume of inbound communications including 50–100 emails and phone calls daily addressing underwriting guidelines, product specifications, operational procedures, loan statuses, approvals, purchases, and conditions
• Coordinate and conduct seller pipeline calls on a daily, weekly, or monthly basis
• Cultivate and maintain effective relationships with internal teams and external Correspondent Lenders
• Review collateral, compliance documentation, underwriting decisions, and closing packages
• Evaluate loan decisions and conditions and collaborate with management to identify alternatives
• Monitor and report loan statuses and provide guidance on system navigation and process-related inquiries
• Liaise with vendors and Correspondent Sales teams to ensure alignment
• Analyze operational trends and help develop and implement process improvements
• Maintain compliance with applicable laws, regulations, and GSE requirements
• Provide organized and timely escalations to leadership as needed

Senior Client Services Specialist, Correspondent Lending Operations

Operations

• Serve as liaison for Correspondent non-delegated business channel, communicating with correspondents, vendors and internal business units
• Handle 45–60 inbound phone calls and/or emails per day regarding underwriting guidelines, product requirements, statuses, approvals, purchases and conditions
• Conduct due diligence and research on escalations, questions or guidance needed throughout the process
• Review collateral, compliance, underwriting and closing documentation
• Review loan decisions and conditions and identify potential alternatives with management
• Provide excellent customer service within established time frames and clearly communicate purpose of conditions to Correspondents
• Review and provide loan status and assist with process/system questions or direction
• Collaborate with Underwriting to translate guidelines and apply mitigating factors when applicable
• Coordinate with leadership regarding loan or business decisions and provide escalations as applicable
• Communicate with Vendor and Correspondent Sales as needed
• Identify trends and assist with development of process improvements
• Ensure productivity, quality and performance goals are met
• Utilize onshore and offshore resources to support operational and procedural requirements
• Ensure compliance with laws, regulations and GSE requirements

Correspondent Specialist, Correspondent Operations – Non-Delegated

Underwriter

• Review and analyze mortgage loan applications for eligibility, accuracy, completeness, and compliance with internal and regulatory guidelines
• Examine all documentation and verify collateral acceptance to investor and company requirements
• Make independent underwriting decisions regarding acceptance and loan risk according to HUD, company, and investor guidelines
• Provide final approval underwriting for Conventional, Correspondent, FHA, VA, and Reverse mortgage loans
• Complete required paperwork and forms; sign off conditions in a timely manner
• Manage loans using all functions of Encompass
• Communicate underwriting decisions with processors and advisors and maintain customer service and cross-department communication
• Work with staff and management on escalated loans and recommend improvements to policies and practices

Senior Analyst, Underwriting Support, Consumer Direct

• Manage all aspects of agency loan delivery in accordance with selling guidelines, ULDD delivery requirements, contracts and/or commitments
• Investigate and resolve loan delivery issues and ensure timely execution of loan delivery and settlement process
• Oversee loan delivery analysts responsible for loan data management, delivery preparation and execution and internal reporting
• Track and manage aged inventory and unsaleable loan resolution
• Manage, review, and deploy all GSE, GNMA, and private investor loan delivery mandates
• Oversee preparation and execution of GSE and GNMA cash and MBS delivery including loan level eligibility and final data validation reviews
• Manage clearing of all loan level data exceptions with lending channels, IT or other stakeholders
• Perform loan quality/eligibility checks prior to delivery
• Communicate with upstream and downstream business partners to assess new business initiatives and process improvements
• Lead projects to improve delivery processes and loan data quality, including drafting business requirements and system testing
• Train new hires on loan delivery and related processes
• Update Capital Markets policies, procedures and systems to reflect GSE and GNMA announcements, new products, program, and system changes

Senior Manager, Capital Markets Operations

Sales

• Inbound and Outbound leads provided by the company from our existing portfolio of clients
• Process completed mortgage application for qualified clients
• Communicate and set proper expectations with the client from the start of the transaction
• Qualify clients for new mortgage loans using automated underwriting systems (DU/LP)
• Deliver mortgage options to customer in one call to move forward with PHH Mortgage as their preferred lender
• Collect pertinent information/documents from client to begin processing
• Sends all required paperwork to client and provides excellent customer service
• Adhere to all regulatory mortgage compliance guidelines
• Partner with internal operations to consistently produce clean files and successfully complete transactions
• Input transactions into PHH Mortgage’s lead management system
• Communicate effectively with all parties to the transaction.
• Offer excellent customer service to all borrowers
• Structure business day to ensure balance of taking inbound leads and making follow-up contact with current sales pipeline in order to consistently meet minimum performance standards
• Attend all trainings, sales meetings, orientations as directed
• Increase knowledge of mortgage industry by completing all internal trainings timely
• Ability to use multiple software applications at one time
• Type more than 40 words per minute

Licensed Loan Officer, Direct Lending Sales  Refinance

The Communication Coach is responsible for evaluating agents and coaching them on communication and language proficiency to ensure that communication and language used on calls is at acceptable standards.
Remote monitoring and side by side/live call monitoring of calls & providing detailed feedback to the advisor
Responsible to coach the agents and to develop their communication styles & customer service skills (this could include sentence construction, grammar, rate of speech, clarity of speech, pronunciation of process specific words, or soft skills like call control etc.)
Work closely with the BU to improve the performance of the bottom quartile in terms of NPS scores
Motivating the advisors to improve their service and voice quality and reiterating importance of NPS
Design and run campaigns to improve the overall NPS for the process
Proficient in identifying gaps in the skills set of the advisors and conduct refresher /remedial trainings on the top defect areas
Arranging initiatives and/or campaigns with focus on voice and customer service quality
Maintaining & Preparing Daily trackers, reports and Weekly/monthly dashboard for reviews
Participate in Calibrations and achieve the variance targets laid down by the departments
Conducting Refresher training sessions for the advisors as per standard monthly targets

Communication Coach, Corporate Training

Auditor

The Quality Control Senior Auditor reports to Team Leader, Originations Credit Quality Control. The team is responsible to review loans from an underwriter’s perspective for Forward and Reverse Lending (Pre and Post Funding) and provide appropriate and timely feedback to the Originations Operations Partners for Direct and Correspondent Lending. The position requires a thorough understanding of Conventional, FHA and VA underwriting guidelines for Forward and Reverse Lending transactions. The Auditor is responsible to review a loan sample selected for prefunding quality assurance underwriting or post funding review due diligence underwriting to meet regulatory requirements and manage risk as it relates to mortgage lending.

Auditor, Originations Credit Quality Control

Security Engineer

• Opportunity to work for Information Security Governance on information systems, processes, and technologies within the organization
• Global role engaging stakeholders across India, Philippines, and US
• Reports to the Senior Manager, Information Security and expected to work independently on assigned tasks
• Works extensively on Vendor IT Security risk assessment, Third Party Risk management, and IT Technical Assessment
• Perform IT security reviews, evaluations, risk assessments, and monitoring regularly to ensure exceptions and violations are identified and addressed
• Recommend appropriate corrective actions and remediation plans for risks identified and assist in developing risk mitigation measures
• Create and manage dashboard reporting mechanisms to provide visibility on security posture to Management and Senior Leadership
• Work with Business functions to ensure security standards align with Ocwen's risk management and information security policies
• Plan and execute vendor IT and Security audit programs in line with Ocwen's risk management policies
• Work schedule: 2 PM to 11 PM

Team Lead – Information Security Governance

• Lead Primary Servicing and APAC Commercial Operations teams, oversee 20+ employees
• Execute long-term strategic initiatives to enhance operational efficiency, client satisfaction, and profitability
• Advise VP on business planning, risk management, and market positioning
• Champion integration of new servicing products, automation, and AI-driven solutions
• Oversee day-to-day operations, SLA and investor requirement adherence, and 0-60 DPD collections campaigns
• Design scalable operational frameworks: P&Ps, training, scripting, staffing models, and process reengineering
• Develop KPI dashboards, quality assurance, and internal controls
• Manage shared services and third-party vendor relationships
• Lead risk assessment, mitigation, and represent department in regulatory and investor audits
• Mentor and develop global team; oversee workforce planning and succession management
• Serve as senior point of contact for clients, participate in onboarding, and deliver executive reporting

Director, Commercial Servicing Operations

Director

The Director, Commercial Special Servicing will report directly to the Vice President, Commercial Servicing and lead the Special Servicing team, playing a pivotal role in executing strategic initiatives to identify, evaluate, and resolve defaulted assets through liquidation.
Lead, mentor, and develop a global team of 10+ employees from associates to senior managers located in the US and APAC.
Execute on strategic direction and oversight for the Commercial Special Servicing division to enhance operational efficiency, client satisfaction, and profitability.
Oversight of day-to-day operations, ensuring adherence to service level agreements, investor requirements, and regulatory standards.
Lead risk and compliance efforts, ensuring full compliance with all applicable laws, regulations, and investor guidelines.
Serve as a senior point of contact for key clients, investors, and internal stakeholders.

Director, Commercial Special Servicing

• Manage a portfolio of non-performing or defaulted commercial real estate loans by developing and executing resolution strategies, maintaining borrower relationships, and addressing escalated issues.
• Serve as the primary point of contact for borrowers and authorized third parties and communicate solutions using approved scripts while maintaining detailed records of all interactions.
• Navigate internal systems and resources and use multiple servicing platforms (e.g., ICE, DocViewer, LiveVox, CMS, PHH Payment Application, iCasework) to resolve borrower inquiries and complete tasks.
• Analyze financials, loan documents, and market conditions to determine optimal workout strategies (repayment plans, modifications, short sales, deed-in-lieu, foreclosure) and collaborate with attorneys, internal departments, and third parties on documentation.
• Monitor foreclosure and bankruptcy proceedings, prepare business plans recommending loss mitigation or liquidation strategies, review property inspections, and oversee REO assets including broker coordination, property manager coordination, and marketing strategy execution.
• Ensure timely updates and resolution of taxes, insurance, and escrow issues, generate monthly performance reports, and maintain investor relationships tailored to investor requirements.
• Achieve or exceed monthly KPIs, quarterly incentives, and annual goals.

Commercial Asset Manager, Special Servicing

• The Director, Reverse Servicing Operations sets the direction, provides oversight, and supports all Servicing business teams, legal teams, and external parties related to the Reverse Servicing platform.
• Contribute to strategic planning and special project support for the department as a whole.
• Involved in decision making related to strategy and tactics to identify, analyze and disposition assets.
• Support long-term relationships with investors and clients.
• Responsible for driving the strategy and vision required to achieve operational excellence in Reverse mortgage servicing.
• Interface with the Company’s leadership and represent Reverse Servicing to Clients, Investors and Rating Agencies.
• Provide strategic direction and thought leadership to achieve short term and long term goals.
• Reduce Reverse portfolio losses by effectively managing group of asset managers.
• Perform curtailment tracking and advance recovery analysis to improve the portfolio performance for PHH and Sub-Servicing clients.
• Drive initiative to build a centralized operational data storage and reporting datamarts for Reverse servicing operations.
• Create and present regular leadership communications such as management business reviews and other updates.
• Drive operational excellence, oversight and contribute thought leadership to the design and implementation of efficient processes and workflows.
• Maintain internal relationships with shared services across Servicing and the broader organization.
• Provide operational leadership and oversight to reduce variability and improve efficiencies through automation.
• Make business decisions that result in the maximum return for Onity and the investors.
• Maintain industry leadership by embracing best practices and fostering continuous learning and improvement.

Director, Reverse Servicing Operations

Growth Marketing

• Analyze internal and external data and conduct market, customer and competitive analysis to identify growth opportunities, assess trends and inform strategic decisions
• Coordinate organization of and drive the analysis of Voice of the Customer data to develop recommendations for initiatives that enhance the customer experience
• Support the development of value propositions, go-to-market strategies, and customer experience enhancements through insights on products, services, customer segments and emerging technologies
• Translate complex data into clear, actionable insights and recommendations for business leaders
• Develop and maintain dashboards, models, and reporting tools to track key performance indicators related to customer acquisition, retention, and product performance.
• Collaborate with Growth, Originations and Servicing teams to design and evaluate initiatives aimed at improving customer experience and engagement.

International Luxury Hotel Association

Team Lead, Customer Care Center – Resolutions

Digital Communication Specialist

Non-Delegated Disclosure Escalation Manager

Senior Client Services Specialist, Correspondent Lending Operations

Correspondent Specialist, Correspondent Operations – Non-Delegated

Senior Analyst, Underwriting Support, Consumer Direct

Senior Manager, Capital Markets Operations

Licensed Loan Officer, Direct Lending Sales Refinance

Communication Coach, Corporate Training

Auditor, Originations Credit Quality Control

Team Lead – Information Security Governance

Director, Commercial Servicing Operations

Director, Commercial Special Servicing

Commercial Asset Manager, Special Servicing

Director, Reverse Servicing Operations

Senior Analyst, Growth Organization

Team Lead, Customer Care Center – Resolutions

Digital Communication Specialist

Non-Delegated Disclosure Escalation Manager

Senior Client Services Specialist, Correspondent Lending Operations

Correspondent Specialist, Correspondent Operations – Non-Delegated

Senior Analyst, Underwriting Support, Consumer Direct

Senior Manager, Capital Markets Operations

Licensed Loan Officer, Direct Lending Sales  Refinance

Communication Coach, Corporate Training

Auditor, Originations Credit Quality Control

Team Lead – Information Security Governance

Director, Commercial Servicing Operations

Director, Commercial Special Servicing

Commercial Asset Manager, Special Servicing

Director, Reverse Servicing Operations

Senior Analyst, Growth Organization

Licensed Loan Officer, Direct Lending Sales Refinance