Servicing Portfolio Manager

The Servicing Portfolio Manager will be responsible for managing a portfolio of loans while also providing support to Servicing Specialist and Senior Servicing Specialist on their portfolio of loans. This role ensures loan servicing functions are completed accurately, timely, and in accordance with HouseMax policies, loan agreements, and applicable State requirements. This position will provide guidance, support, and training to Servicing Specialists, while also directly handling borrower communication, payment processing, delinquency follow-up, loan extensions, payoffs, escrow matters, insurance tracking, and servicing exceptions within their own portfolio. This person is expected to serve as an escalation point, support process improvements, and help maintain a high standard of servicing quality across the portfolio. This position is expected to have Servicing Specialist report directly to them over time and will be expected to manage their direct reports and ensure they are meeting their KPIs.

• Manage an assigned portfolio of high-touch loans, including borrower communication, payment follow-up, loan updates, and account resolution which may entail the following: 
•  Process and oversee loan payments within the assigned portfolio. 
• Manage DSCR loan escrow processes, including tax and insurance monitoring, shortage tracking, and borrower/investor follow-up as needed.
• Act as a liaison between internal departments, borrowers, investors, vendors, and other counterparties regarding portfolio and loan-level matters. 
• Track insurance coverage and review policies for correct lienholder information and adequate coverage amounts. 
• Monitor loans for force-placed insurance needs and related follow-up. 
• Prepare and review payoff requests, loan extensions, and borrower account updates. 
• Process paid loans, including collateral release preparation and filing 
• Serve as an escalation point for borrower issues, complex account questions, delinquency matters, and servicing exceptions. 
• Provide coaching, training, and support to Junior and Senior Servicing Specialists. 
• Monitor the performance, follow-up activity, and servicing queues of Servicing Specialists that report to you to ensure consistent borrower outreach and account resolution. 
• Support default prevention efforts and help maintain target cure rates for the portfolio. 
• Identify process gaps and recommend improvements to increase servicing efficiency and accuracy. 
• Demonstrate strong organizational skills and the ability to be a thoughtful, efficient problem-solver. 

What we are looking for

• Bachelor’s degree preferred or equivalent experience. 
• 5+ years of loan servicing experience preferred. 
• 1+ year of experience leading or managing a team of servicing specialists
• Strong understanding of DSCR/RTL loan structures, loan boarding, loan payments, escrow, insurance tracking, payoffs, early-stage delinquency management, and extensions. 
• Proficient in Microsoft Office 365, basic knowledge of Microsoft Excel preferred. 
• Must be detail-oriented, possess good communication and customer service skills, and most importantly, be able to work well in a collaborative team environment. 
• Ability to mentor team members, manage competing priorities, and escalate issues appropriately. 

Position Type/Expected Hours of Work 

This is a full-time position. Days and hours of work are Monday through Friday, and occasional evening and weekend work may be required as job duties demand. 

EEO/ADA 

HouseMax provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

Work Environment 

The majority of the tasks associated with this position will be performed indoors, however, some duties will require the ability to function outdoors with exposure to seasonal weather conditions for short periods of time. Travel is up to 5% of the time