Job Description

The Loan Servicing Manager at PorchPass is responsible for ensuring the effective oversight of consumer chattel servicing activities. This role will primarily focus on managing and evaluating the performance of borrowers, sub-servicers, and service level agreements. The position requires collaboration with both internal and external stakeholders to ensure compliance with regulatory, agency, and investor guidelines, while maintaining service quality and addressing escalated issues. The ideal candidate will have expertise in consumer loan servicing, a deep understanding of chattel lending servicing guidelines, and strong analytical and communication skills.

Key Responsibilities:

Master Servicer Obligations:

• Maintain in-depth knowledge of the Master Servicer Obligations as defined by Servicing Agreements and promptly escalate any breaches.

Portfolio Performance:

• Oversee the overall portfolio performance and proactively resolve any borrower past due payments, working to reduce delinquencies.

Service Level Agreements (SLAs):

• Continuously monitor and enforce compliance with servicing SLAs, producing monthly performance scorecards to track adherence to targets.

Quality Assurance & Compliance:

• Address breaches in SLAs or findings from the QA/QC process. Ensure servicing processes meet regulatory, agency, and investor guidelines, conducting regular performance evaluations to maintain high standards.

Complaint Resolution:

• Review servicing complaints thoroughly, ensuring that they are handled and resolved according to established processes and regulatory guidelines.

Third-Party Vendor Oversight:

• Oversee third-party vendor quality testing programs, evaluating critical functions such as Loan Administration (cash management, escrow administration), Default Management (collections, loss mitigation), and Servicing Portfolio Accounting.

Reporting & Documentation:

• Prepare and deliver comprehensive reports to senior management, evaluating servicing and customer performance and highlighting key issues.

Cross-Functional Collaboration:

• Manage identified servicing issues by working collaboratively with internal teams, including Loan Originations, Underwriting, Risk, Compliance, and Audit, to drive solutions and maintain compliance.

Experience & Education:

• A bachelor’s degree in a relevant field (e.g., Business, Finance, or Accounting) or equivalent work experience is required.
• 5+ years of experience in Consumer Loan Servicing Oversight, Servicing Quality Assurance/Control, or a related field.
• Strong experience in loan servicing and asset management of residential chattel loans.
• Experience working with regulators and examiners during loan audits, as well as formulating appropriate responses.

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