Vice President Subservicing Client Relations

Freedom Mortgage; United States; On-site; USD 180,000 - 280,000; Full time

Job summary

Freedom Mortgage seeks a high-impact Vice President of Subservicing Client Relations to lead all subservicing client relationships and deliverables. You will ensure compliance with laws and client contracts, resolve escalated issues, oversee reporting, billing, and vendor oversight, and drive continuous improvement for client satisfaction.

The role requires deep mortgage servicing knowledge, strategic leadership, and strong collaboration with Freedom teams to protect company interests and uphold

Qualifications

• In-depth understanding of mortgage servicing across loan types and investor reporting.
• Strong analytical and problem-solving abilities; capable of leading teams.

Responsibilities

• Manage day-to-day subservicing relationships with clients and Freedom teams.
• Present monthly portfolio performance to Executive Leadership.
• Oversee client deliverables, contracts, amendments, and billing with compliance.
• Ensure reporting, timelines, and procedures align with client requirements.

Skills

Mortgage servicing knowledge

FHA/VA/USDA knowledge

Investor Reporting / Accounting

Excel proficiency

Communication skills

Team leadership

Education

Bachelor’s degree in business, finance, economics, or related field

MBA preferred

Tools

Sagent Loan Serv

Microsoft Office / Excel advanced

Job description

Summary

The Vice President Subservicing Client Relations manages all subservicing client relations and deliverables ensuring Freedom servicing complies with all applicable laws, guidelines, and client contractual requirements. The Vice President directs resolution of escalated client requests, self-identified potential compliance issues, and directs delivery of responses to client with supporting documentation where needed. The Vice President oversees all reporting, deliverables, billing, timelines and ensures new reporting and procedures are implemented in a compliant manner and consistent with client expectations. The Vice President also oversees Freedom outsourced vendor portfolios addressing audit, compliance and ongoing oversight reporting to Senior Leadership Team.

Summary

The Vice President Subservicing Client Relations manages all subservicing client relations and deliverables ensuring Freedom servicing complies with all applicable laws, guidelines, and client contractual requirements. The Vice President directs resolution of escalated client requests, self-identified potential compliance issues, and directs delivery of responses to client with supporting documentation where needed. The Vice President oversees all reporting, deliverables, billing, timelines and ensures new reporting and procedures are implemented in a compliant manner and consistent with client expectations. The Vice President also oversees Freedom outsourced vendor portfolios addressing audit, compliance and ongoing oversight reporting to Senior Leadership Team.

Essential Job Duties and Responsibilities

• Manages and oversees day-to-day subservicing relationships including client and internal Freedom requests
• Present monthly subservicing portfolio performance to Executive Leadership
• Manages ongoing client deliverables and implements changes where needed to support client requirements
• Reviews all proposed subservicing contracts, amendments, fee schedules and works with Freedom Legal to ensure subservicing relationships protect Freedom interests.
• Attend client meetings and maintain client relationships for Freedom.
• Manage all department and executive reporting on subservicing
• Proactively manages reporting and all client deliverables to ensure positive client experience
• Resolve all client billing issues and work with Freedom teams to address process gaps where needed
• Oversee client investor relationships ensuring all applicable Freedom teams have access to client Seller/Servicer IDs and custodial accounts
• Must be able to manage remote employees to peak efficiency and performance
• Demonstrates professional behavior and teamwork, is punctual, dependable and adheres to Company policies and procedures
• Ability to work necessary hours to ensure success

Other Job Duties and Responsibilities

• Perform special projects or strategic initiatives as assigned.
• Comply with all company policies and procedures.
• Maintain reliable and punctual attendance.
• Performs other related duties as assigned.

Supervisory Responsibilities

This position has direct reports. Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

• An in-depth understanding of mortgage servicing for all loan types is essential for success. Familiarity with Sagent (Loan Serv) system preferred.
• Strong understanding of FHA, VA, USDA and GSE mortgage servicing required
• Servicing emphasis with Investor Reporting / Accounting preferred.
• Excellent organization skills.
• Attention to detail with a high level of accuracy.
• Excellent communication skills. Analytical and Problem-Solving skills. Works well in a team environment.
• Ability to meet deadlines in a fast-paced environment.
• Ability to manage time well and prioritize tasks. Microsoft Office experience and advanced Excel knowledge.
• Ability to effectively present information to all staff levels.
• Ability to write reports and correspondence. Ability to read, analyze and interpret documents such as technical journals, financial reports, legal documents, policies and procedures.
• Ability to calculate basic financial figures and amounts.
• Ability to read, edit and critique client contracts essential
• Proficient in computer skills and knowledge of word processing, spreadsheet, accounting, general ledger, accounts receivable, accounts payable, e-mail and internet software.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to work with little supervision.
• Ability to meet critical departmental and federal timelines with accuracy and efficiency. Ability to build relationships with both internal and external clients/vendors. Strong work and business ethics.
• Strong understanding of mortgage loan servicing systems with emphasis in Loan Serv.

Education and/or Experience

• Minimum of high school diploma or equivalent is required. Bachelor’s degree in business, finance, economics, or a related field, is preferred.
• Minimum of fifteen (15) years of experience mortgage loan servicing with emphasis in all aspects of mortgage servicing operations including Investor Reporting and Compliance.

Certificates, Licenses, Registrations

None Required, but MBA Certification as CMB, AMP or CMS preferred

Language Skills

Ability to communicate clearly and professionally with external and internal Lines of Business often relaying agency requirements. Ability to effectively present information in professional documents and instructions to external clients, and Servicing line of Business partners.

Work Complexity

Problems and issues faced are highly complex, numerous and undefined, and require rigorous information gathering, analysis and investigation to understand the problem. Problems typically impact many departments or sub-functions. Problems are typically solved through drawing from market knowledge, prior experience and analysis of issues.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Equal Employment Opportunity

The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.