Subservicing Oversight Specialist

Position Summary

The Subservicing Oversight Specialist is responsible for monitoring, auditing, and managing the day-to-day operations and performance of the company’s third-party subservicer(s). This role ensures complete compliance with Ginnie Mae, Fannie Mae, Freddie Mac, FHA, VA, USDA, and CFPB servicing regulations, as well as internal company guidelines. The ideal candidate acts as the primary operational Liaison between the lender, subservicer and the agencies, maintaining strict quality control over loan boarding, investor reporting, escrow administration, loss mitigation, and default management.

Duties

• Serve as the primary point of contact for daily operational interactions with external subservicing partner, LoanCare.
• Audit subservicer performance against established Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and contractual obligations.
• Monitor daily/weekly exception logs, including loan boarding errors, unmapped fields, escrow discrepancies, and rejected payment transfers.
• Ensure subservicer procedures adhere strictly to Ginnie Mae, Freddie Mac, FHA, VA, USDA, and CFPB guidelines.
• Oversee subservicer execution of loss mitigation, forbearance, loss claims, foreclosure, bankruptcy, and REO workflows.
• Review monthly agency reconciliation reports, investor reporting feeds, and custodial account transfers to prevent agency non-compliance or penalties.
• Conduct periodic operational and compliance audits of subservicer file sampling, call monitoring, and customer complaint resolutions.
• Manage subservicer response tracking for internal, investor, and state regulatory audits/examinations.
• Track and resolve Qualified Written Requests (QWRs), CFPB complaints, and state consumer inquiries handled by the subservicer.
• Oversee the accurate and timely transfer of loan data and images from the internal Loan Origination System (Encompass) to the subservicer's platform.
• Monitor interim servicing collections, payoff demands, and transfer notice (Hello/Goodbye letter) mailings to ensure compliance with RESPA timelines.
• Audit post-transfer collateral tracking, including final recorded Mortgages/Deeds of Trust and title policies.
• Prepare monthly subservicer scorecards and executive summary reports detailing portfolio metrics, delinquency rates, and operational exceptions.
• Collaborate with internal compliance, legal, secondary marketing, and accounting teams to resolve systemic servicing issues.

Qualifications & Requirements

• Experience: 3–5+ years of direct mortgage servicing, subservicing oversight, or servicing compliance experience.
• Agency Knowledge: Strong expertise in Ginnie Mae, Fannie Mae, Freddie Mac, FHA, VA, and CFPB RESPA/TILA rules.
• Technical Skills: Proficiency with Encompass LOS data structures, reporting, and eFolder workflows.
• Advanced Microsoft Excel skills (VLOOKUPs, pivot tables, data matching for audit reconciliations
• Skills & Abilities: Direct, proactive communication style with experience managing third-party vendor relationships.
• Capacity to handle regulatory inquiries and audit responses under tight deadlines

Work Location

• Location: Remote

Work Location: Remote