Act as a trusted advisor to the VP, Homeowner Advocacy on program health, risks, and opportunities for improvement.
Support and coach direct reports, focusing on empowerment, problem-solving, and professional development.
Collaborate closely with Legal, Compliance, Operations, Exam Management, Portfolio Management, and other partners.
Respond to inquiries related to complaints, exams, audits, and regulatory requests.
Provide oversight and strategic support across five primary areas: Root Cause Analysis, Quality Review and Risk Mitigation, Vendor Oversight, Training & Procedures Oversight, and Reporting, Analytics, & Trend Analysis.
Oversee the Root Cause Manager and team responsible for investigating systemic issues driving complaints.
Ensure quality review processes are risk-based, consistent, and aligned with regulatory and legal expectations.
Provide leadership and support to the HOA Training Manager responsible for onboarding, ongoing training, and policy/procedure maintenance.
Lead HOA vendor oversight strategy for offshore letter completion support.
Prepare presentations and materials for executive leadership, audits, exams, and regulatory reviews.

Bachelor’s degree required
8+ years of experience in mortgage servicing, compliance, advocacy, regulatory response, or related risk-based functions
Demonstrated experience leading teams through managers or program leads
Strong analytical and problem-solving skills, with the ability to interpret trends and root cause drivers
Experience preparing or overseeing executive-level reporting, dashboards, or presentations
Excellent written and verbal communication skills.

Director, Advocacy Programs – Mortgage Servicing

Key skills