The Vice President of Loan Servicing is an executive leadership role responsible for overseeing servicing strategy for loans sold to agencies and private investors prior to transfer, along with management of the sub-servicer relationship.
This leader ensures compliance with investor and regulatory requirements while safeguarding operational performance and borrower experience. The role partners cross-functionally to drive servicing governance, risk management, and scalable processes that support continued growth.
Key Responsibilities
- Oversee pre-transfer servicing operations, including payments, escrow, mortgage insurance, and borrower communications
- Manage sub-servicer performance, including reporting, operational cadence, and issue resolution
- Ensure accurate loan boarding, data integrity, and seamless servicing transfers
- Maintain compliance with agency (FNMA, FHLMC, GNMA) and investor requirements
- Monitor servicing performance, including delinquency, EPD trends, and borrower complaints
- Develop KPIs and reporting to track performance, risk, and operational efficiency
- Partner with Accounting on escrow, custodial, and billing reconciliation
- Collaborate across Capital Markets, Post-Closing, Compliance, and Production
- Lead implementation of regulatory and investor updates; maintain audit-ready policies and procedures
- Deliver executive reporting, insights, and risk assessments
- Support borrower experience, retention, and recapture strategies
- Build scalable servicing infrastructure aligned with company growth
Qualifications
- 8–10+ years of mortgage servicing experience, including agency oversight
- Proven leadership experience in a servicing environment
- Strong knowledge of agency and investor servicing requirements
- Expertise in escrow, payments, delinquency management, and servicing transfers
- Experience working with sub-servicers (Cenlar preferred)
- Proficiency in Encompass and servicing/reporting systems
- Strong analytical, reconciliation, and risk management skills
- Excellent communication and executive presence
- Ability to operate strategically and hands-on in a growth environment