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Servicing Program Manager
2 months ago
Responsibilities
- Drive issue remediation: Manage edge cases and escalations across loan products and servicing platforms holistically; solving case by case, leveling up the learnings, tracking trends, and recommending improvements to policies and procedures to prevent additional issues.
- Support Loan Servicing Workstreams including fraud claims, checks/wires research & application, first payment delinquency investigations, servicing agent QA and monitoring, servicing agent training material development, tracking and monitoring bankruptcy/deceased/hardship processing, research and respond to credit reporting disputes, triage and resolve escalated complaint cases.
- Documenting Procedures: You will work closely with our team to improve process documentation of servicing and collections policies and procedures.
- Utilize servicing software and tools to track and document servicing activities, maintain accurate records and generate reports.
- Ensure compliance with relevant regulations and company policies related to collections practices
- Respond to audit requests and manage corresponding controls within the teams risk framework.
- Collaborate across functions including data operations, product, engineering, marketing, customer success, accounting, finance to streamline and improve processes
- Stay informed about industry trends, best practices and new technologies related to servicing and collections.
Skills:
- 5-7+ years of experience in commercial lending servicing with a focus on project/program management
