SME, Customer Loan Servicing Directorate (CLS)
Remote · United States
Job Summary
Subject Matter Expert to support USDA RD Loan Servicing: lead KPI design, business process improvement, and strategic planning across the contact center, collaborating with the Head of the CLS. Responsibilities include applying regulations and policy requirements to mortgage/consumer loan servicing; analyzing complex servicing issues and recommending operational or system-based solutions; driving change in processes, training adoption, and sustainment; linking executive priorities to operational roadmaps; preparing succinct executive summaries; ensuring privacy, data protection, and compliance; developing and reviewing servicing policies, SOPs, workflows, and quality controls; training staff and mentoring teams; cross-department collaboration; supporting system enhancements, UAT, and modernization initiatives; and effectively communicating with leadership and stakeholders.
Required Qualifications
- Extensive knowledge of end-to-end loan servicing operations (account maintenance, payment processing, escrow administration, loss mitigation, delinquency management, customer assistance programs)
- Ability to interpret and apply federal, state, and agency-specific regulations and policy requirements related to mortgage and consumer loan programs
- Strong data analysis skills to evaluate servicing trends and prepare leadership reports
- Experience with reporting tools (Tableau, Power BI, Qlik)
- Experience developing and implementing servicing policies, SOPs, workflows, and quality controls
- Experience training staff and mentoring teams
- Ability to collaborate across departments (Customer Assistance, Payment Processing, Compliance, IT, Program Leadership)
- Strong written and verbal communication; ability to present complex analytics and provide executive summaries
- Experience with UAT and process modernization initiatives related to loan servicing platforms
- Knowledge of privacy, data protection, and records management
- Executive presence and ability to provide authoritative guidance in audits and external reviews
- Change management toolkit (e.g., Prosci ADKAR) and stakeholder engagement
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