Leads subservicing client relationships, contractual deliverables, reporting, billing, compliance responses, and escalated issue resolution. Oversees outsourced vendor portfolios, investor relationships, audits, and executive reporting while ensuring mortgage servicing requirements are met. Reviews contracts and fee schedules with Legal, manages remote staff, presents portfolio performance to leadership, and drives process improvements. Requires deep mortgage servicing expertise, including FHA, VA, USDA, GSE, investor reporting, compliance, and Loan Serv systems.

Supervises resolution of high-risk mortgage loan cases and complex customer disputes. Performs root-cause analysis, manages escalated issues, coordinates across departments, handles inbound and outbound customer communications, ensures regulatory compliance, protects customer information, and identifies ways to prevent recurring complaints. Provides guidance and training to others while working as an individual contributor.

Design, build, and support end-to-end enterprise intelligence solutions and cloud data platforms. Lead solution architecture, data engineering, analytics, and AI/ML (including LLMs/RAG) to create governed, reusable enterprise data products, applications, and decision-support tools. Ensure security, governance, CI/CD, and operational excellence while collaborating with stakeholders and mentoring engineers.