Director, Servicing at GenWay Home Mortgage, Inc.

Job DescriptionJob DescriptionJob SummaryThe Director of Servicing oversees all aspects of GenWay’s loan servicing operations, ensuring accuracy, compliance, and exceptional investor and borrower experiences. This role provides strategic direction for servicing policies, procedures, and performance metrics while managing the performance of MSR asset portfolios. The Director leads both onshore and offshore servicing team members, driving operations excellence across loan transfers, onboarding, data management, and reporting analytics. This position works closely with Compliance, Capital Markets, and Executive Leadership to safeguard portfolio performance, optimize servicing efficiency, and maintain regulatory and investor confidence. Job DutiesDevelop and implement policies, procedures, and performance metrics to ensure efficient, compliant, and investor-focused loan servicing operations.Oversee the management and performance of Mortgage Servicing Rights (MSR) asset portfolios, ensuring accurate valuation, reporting, and adherence to investor requirements.Direct and monitor all loan transfer and onboarding activities, including MSR sales, early buyouts, modifications, insuring recon, MERS transfers, CAR transfers, RFS submissions, repurchases, and scratch-and-dent transactions, ensuring seamless data and servicing transactions.Ensure timely and accurate servicing of loan portfolios in compliance with federal, state, agency, and investor guidelines.Lead data management and reporting analytics, maintain data integrity and delivery actionable insights on delinquencies, defaults, loss mitigation, loan boarding, and servicing performance.Identify and resolve data discrepancies to maintain accuracy, compliance, and audit readiness.Oversee servicing functions such as document processing, loan audits, escrow administration, Agency QC guidance and insurance compliance.Monitor non-performing assets and develop effective strategies for resolution and recovery, including repossession, asset disposition, legal recovery, and bankruptcy management.Partner with Risk and Compliance teams to address audit findings, mitigate risk, and ensure readiness for regulatory examinations.Manage Onshore and Offshore teammates driving customer contact and all aspects of their performance including our internal ticketing system adhering to the Corporate KPI standardsDrive process improvements and automation initiatives to enhance accuracy, efficiency, and the borrower experience.Lead and develop both onshore and offshore servicing teams, managing workflow, performance, and professional growth to ensure delivery of departmental objectives.CompetenciesAttention to Detail – Looks for ways to improve and promote quality of work and demonstrates accuracy and thoroughnessBuilding & Fostering Relationships / Collaboration – Cultivates strong networks internally and externally, leveraging relationships to exchange knowledge, solve problems, and advance organizational objectives. Customer Service – Understands and maintains client needs and relationships, internal and external, as the primary driver of work goals and activities. Proactive – Demonstrates forward thinking by planning ahead, seeking out improvements, and acting decisively to move work forward.Supervisory ResponsibilitiesProvide strategic and operational leadership for the Loan Servicing department, aligning day-to-day functions with long-term organizational goals.Oversee a blended onshore and offshore team, ensuring effective collaboration, workload balance, and high performance across all servicing activities.Manage staffing needs in partnership with senior leadership, including recruitment, onboarding, performance management, and professional development.Supervise team operations, including task management, workflow oversight, and timely completion of servicing deliverables.Review and approve timecards, schedule requests, and paid time off (PTO) to ensure appropriate staffing coverage and operations continuity.Foster a culture of accountability and continuous improvement through regular coaching, feedback, and performance evaluations.Support the management of the Loan Servicing ticketing system, ensuring requests are prioritized, processed, and resolved accurately and efficiently.Partner with cross-functional leaders to identify training needs, streamline processes, and enhance efficiency and engagement. Work EnvironmentHybrid: This role follows a hybrid schedule, with a combination of in-office and remote work. Employees are expected to be on-site as determined by department needs, most hybrid employees follow a schedule of 3 days in-office, 2 days remote, unless otherwise stated. Standard office equipment, including a computer, headset, and webcam, is provided for use in both settings. A reliable internet connection and a professional home workspace are required.Minimum QualificationsBachelor’s degree in Business Administration or related field (or equivalent combination or years of experience with High School diploma/GED)5+ years of experience in the mortgage servicing industry3+ years of experience in Servicing management roles required3+ years of experience managing people and leading teamsKnowledge of home loan programs such as conventional, FHA, VA, USDA and Non-QM loan products.In depth knowledge of agency reporting requirements, auditing financial information, and mortgage documents, including collateral.Strong reporting and analytical skillsStrong proficiency and experience in MS Suite, especially Excel, including advanced formulas and data analysis.Preferred QualificationsExperience and reporting skills through PowerBI is a plus.Prior experience in Post-Closing, Insuring, or Loan delivery preferred.Proficiency and experience working in a Loan Origination System (LOS), preferably Encompass. Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate via oral and written communication, such as phone calls, emails, and ticketing systems. The employee frequently is required to stand, walk, use hands and fingers and reach with hands and arms. This role may require long periods of sitting at a desk and working on a computer. The employee may occasionally be asked to pick up and/or move up to 15 pounds.Duties DisclosureThe above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time, with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.