Director of Servicing

Summary

Join Point as the Director of Servicing and oversee all aspects of servicing operations, including post-closing activities, performing and default servicing, and the administration of Home Equity Investments (HEIs). You will manage sub-servicer performance, develop KPIs, and drive continuous improvement. This role requires strong leadership, operational expertise, and cross-functional collaboration to build a scalable, technology-enabled operational model. You will ensure accurate and timely processing and reporting, maximizing portfolio performance and investor outcomes while driving high customer satisfaction. The position reports to the Chief Production Officer and is a key member of the Operations leadership team. This is a local or 100% remote position.

Requirements

• A minimum of 7+ years of progressive experience in financial services operations
• Proven experience in managing and overseeing vendor relationships, including performance monitoring, contract compliance, and issue resolution. This should include experience developing and monitoring KPIs
• Demonstrated ability to lead and manage teams, drive performance improvements, and foster a collaborative work environment. This includes experience in developing and implementing strategies and procedures
• A strong understanding of default management processes
• Proven ability to leverage data to identify operational issues and generate process improvement insights
• Experience in structuring and coordinating cross-functional efforts with internal and external partners to drive operational outcomes
• A solid understanding of relevant regulations and compliance requirements related to mortgage servicing

Responsibilities

• Ensure effective monitoring of Point’s >$1B HEI portfolio across all aspects of the servicing lifecycle. This involves establishing, monitoring and managing key performance indicators across onboarding, performing account support and default servicing
• Lead and manage projects related to servicing operations, including technology implementations, process improvements, and new product launches
• Oversee and manage the performance of sub-servicers, including conducting regular performance reviews, ensuring contract compliance, and addressing any performance issues. This includes establishing and monitoring KPIs for sub-servicers
• Oversee the Point Special Servicing Team and the execution of default management strategies, encompassing loss mitigation, foreclosure, bankruptcy, and REO (Real Estate Owned). This includes establishing and refining procedures for the effective handling of defaulted assets
• Monitor and analyze portfolio performance to maximize investor outcomes and customer satisfaction. This includes generating reports and providing insights to internal stakeholders and investors
• Implement strategies and initiatives to drive high levels of customer/investor satisfaction throughout the servicing lifecycle. This includes monitoring feedback and addressing customer issues while keeping incoming
• Partner with product, engineering, and other internal teams to build a scalable, technology-enabled operational model and improve servicing processes
• Ensure accurate and timely reporting to investors on portfolio performance and other key metrics
• Oversight of servicing policies and procedures to ensure compliance with industry best practices and regulatory requirements

Preferred Qualifications

• Exposure to mortgage operations, specifically servicing
• Mortgage sub-servicing relationship handling
• Experience overseeing default handling functions
• Formal project management skills (eg: PMP certification)

Benefits

• Generous health benefits: medical, dental, and vision plans with options for flexible spending accounts (FSA) and health savings accounts (HSA)
• Unlimited paid time off and 10 company holidays
• Flexible remote & onsite work: Support for fully remote work and an in-person environment in Palo Alto, CA HQ
• Fully paid parental leave: Point will true-up wages from state-applicable PFL earnings to 100% of regular base pay, plus two weeks of fully paid leave after state PFL exhaustion; up to 8 weeks for states without Paid Family Leave; and 4 weeks of fully paid transition time with part-time work option at 100% pay
• Financial wellness: 401K retirement plans, guaranteed life insurance, short- and long-term disability coverage, and equity options for full-time employees
• Monthly stipends for internet and mobile plans, and a one-time home office reimbursement