A Credit or Loan Counselor advises and educates individuals or organizations on acquiring and managing debt or qualifying for traditional loans. Guidance may include determining the best type of loan and explaining loan requirements or restrictions. May help develop debt management or credit issue plans. Can provide budget, mortgage or bankruptcy counseling.
Banking, Insurance, Financial Services Description Responsibilities include, but are not limited to: Provide leadership and oversight for a residential mortgage servicing portfolio exceeding $8 billion, ensuring strong operational performance, regulatory compliance, investor satisfaction, and customer service excellence. Partner with senior leadership to develop and execute business line strategies, priorities, and initiatives that support organizational objectives, portfolio growth, and operational scalability. Lead and develop servicing managers and associates by fostering a high-performing, customer-focused culture that emphasizes engagement, accountability, talent development, and succession planning. Establish and monitor key performance indicators, operational metrics, and management reporting to drive performance, identify opportunities for improvement, and support informed decision-making. Collaborate with business and technology partners to identify and implement process improvements, automation opportunities, and system enhancements that increase efficiency, strengthen controls, and improve the customer experience. Ensure adherence to all applicable federal and state regulations, investor requirements, and agency guidelines by maintaining effective controls, policies, procedures, and training programs. Serve as a primary liaison for internal audits, regulatory examinations, investor reviews, and compliance assessments, coordinating responses and remediation efforts as needed. Oversee key third-party vendor relationships and service providers, including performance management, contract administration, and ongoing evaluation of operational effectiveness and risk. Partner with Enterprise Risk Management and Compliance to identify, assess, monitor, and mitigate operational, regulatory, and reputational risks impacting the servicing organization. Support strategic growth initiatives, including servicing portfolio acquisitions, mergers and acquisitions integration activities, contract negotiations, and loan servicing conversions to ensure successful implementation and organizational readiness.
