VP, Servicing

JOB DESCRIPTION

Summary :

The Vice President, Servicing Operational Testing and Controls is responsible for leading and managing critical servicing operations including business process testing, control validation, illogical reporting, and servicing audits. This role ensures operational effectiveness, regulatory compliance, and risk mitigation across the servicing organization. The VP will drive strategic initiatives, oversee testing frameworks, and collaborate with cross-functional teams to enhance servicing quality and audit readiness.

Essential Job Duties and Responsibilities :

Business Process Testing

Verify business processes are performing as intended and meeting operational expectations.

Identify defects or inefficiencies that impact regulatory compliance.

Support business strategies for testing and operational effectiveness.

Develop exception and smoke testing to detect potential gaps and errors.

Control Testing & Validation

Conduct control testing for 200+ high / critical LOB controls.

Perform Test of Design and Test of Effectiveness to measure control performance.

Conduct monthly validations of critical processes to ensure audit preparedness.

Identify control gaps and escalate ineffective controls through monthly testing.

Illogical Reporting

Run approximately 619 illogical reports daily to identify data inconsistencies.

Create new illogical reports based on LOB requests.

Manage aging illogical exceptions to ensure timely corrective actions.

Servicing Global Audit

Perform monthly audits of 250+ loans to ensure regulatory compliance.

Conduct loan-level reviews including correspondence, documentation, timing, and data accuracy.

Collaborate with Strategic Risk and Issues Management on validated findings and corrective measures.

Leadership & Collaboration

Lead cross-functional teams and foster a culture of accountability and continuous improvement.

Partner with Risk, Audit, Compliance, and Technology teams to drive servicing excellence.

Provide executive-level reporting on testing outcomes, control health, and audit trends.

Other Job Duties and Responsibilities :

Performs other related duties as assigned.

Comply with all company policies and procedures.

Maintain regular and punctual attendance.

Supervisory Responsibilities :

This position has direct reports. Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications :

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Required Skills :

Strong analytical and problem-solving skills with experience in data-driven reporting and exception management.

Familiarity with servicing platforms and reporting tools (, LoanServ, SQL, Tableau, PowerBI).

Preferred Skills :

Strategic thinker with a proactive approach to risk and compliance.

Exceptional communication and stakeholder management skills.

Ability to lead through change and drive innovation in servicing operations.

Education and / or Experience :

Bachelor’s Degree from a Four (4) year College or University and 13+ years of experience in residential mortgage servicing, with a strong background in testing, controls, and audits or equivalent combination of education and experience.

Proven leadership in managing complex servicing operations and regulatory compliance initiatives.

Certificates, Licenses, Registrations :

None Required.

Work Complexity :

Problems and issues faced are highly complex, numerous and undefined, and require rigorous information gathering, analysis and investigation to understand the problem. Problems typically impact many departments or sub-functions. Problems are typically solved through drawing from market knowledge, prior experience and analysis of issues.

Work Environment :

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and / or move up to 25 pounds.

Equal Employment Opportunity :

The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act :

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities :

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.