Director, Servicing Oversight

Director, Servicing Oversight

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner / buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Servicing Oversight Director is a strategic and critical thinker that manages the oversight of a variety of key Servicing aspects including parent company oversight, subservicing relationship(s), investor-state-regulatory exams, audits, and quality monitoring along with a holistic oversight of servicing complaints.

This role will be a passionate customer advocate who will challenge key business functions and work for the best possible experience for our customers. This is a high-visibility role partnering with Servicing Operations, Risk, Legal, Compliance, Investor Relations and external partners; you will shape the future of our servicing oversight function in a fast-changing environment.

Compensation

This role is an exempt position with a Targeted Salary Range of $120,000 - $152,000 annually. Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant's geographical location.

Essential Functions

• Partner and collaborate with a broad range of roles, both internal and from our servicing departments, senior leaders to compliance and legal, along with external investors, regulators, vendors, and customers.
• Serve as the central liaison for parent company oversight of Loan Servicing, ensuring executive-level visibility through comprehensive reporting, performance metrics, and issue escalation.
• Serve as the primary representative to investors and examiners, overseeing relationship management, communications, and reporting, and ensuring feedback, findings, and action plans are prioritized and resolved promptly and professionally.
• Oversee subservicing partner(s) from a compliance, quality assurance, performance, and operational perspective as well as coordinate any transfer of servicing.
• Provide structure and consistency in team's approach to exams, audits, licensing and CFPB quality monitoring to deliver optimal support to internal departments, timely submissions, and ultimate low to no findings.
• Identify, evaluate and mitigate internal process errors and oversights by coordinating resolution or remediation with responsible business units in addition to facilitating process improvements developed to increase customer and investor satisfaction.
• Oversee call center quality management from an arm's-length perspective, monitoring performance metrics, compliance adherence, and customer experience outcomes to ensure alignment with corporate and regulatory standards.
• Manage team to leverage strengths and develop opportunities and ensure depth in support of team functions.
• Provide direction, alignment, and support across team and hold team accountable for performance.
• Foster an environment that identifies efficiencies and removes non-value-added steps.
• Stay closely aligned with regulatory and compliance developments, ensuring internal policies, procedures, and systems are proactively adapted to meet new or revised requirements.
• Perform other duties as assigned.

Qualifications

Supervision

Requirements

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.