Compliance Manager, Servicing & Regulatory Change

Guild Mortgage•,

1d•Remote

About The Position

The Compliance Manager, Servicing & Regulatory Change is responsible for overseeing and supporting the mortgage servicing compliance program to help ensure the organization operates in accordance with applicable federal and state laws, investor requirements, agency guidelines, and internal policies. This role will serve as the primary compliance liaison for the Company’s servicing operations. Reporting directly to the VP of Compliance, this individual will play a vital role in servicing-related regulatory examinations and managing servicing complaints. This role is responsible for leading and overseeing enterprise-wide change management, including initiatives driven by regulatory developments. The role is accountable for sourcing, assessing, and governing these changes and ensuring effective implementation across the organization.

Requirements

Minimum seven years mortgage compliance experience with at least 3 years focusing on loan servicing compliance.
Minimum three years supervisory or leadership experience.
Ability to organize and manage multiple priorities simultaneously.
Excellent interpersonal communication skills required.
Must be able to handle confidential matters with discretion.
Excellent verbal and written communication skills required.
Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
Commitment to company values.
Customer Service - Proactive attention to each person.
Integrity - Do and say what's right.
Respect - Treat others with dignity.
Collaboration - Listen and work together.
Learning - Seek knowledge and strive for improvement.
Excellence – Deliver the unexpected.
Work is primarily sedentary; mobility in an office setting.
Ability to operate standard office equipment and keyboards.
Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly.
This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities.
Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow.

Nice To Haves

Bachelors Degree directly related to the position or equivalent, preferred.
Degree in Business, Finance, Law, or a related field; JD or relevant advanced degree a plus.
A combination of education and experience may be considered in lieu of the Bachelor’s degree.
Legal Degree preferred, not required.

Responsibilities

Serve as the subject matter expert for all mortgage servicing compliance requirements, including RESPA/RESPA X, TILA/Reg Z, CFPB servicing rules, FCRA, FDCPA, and applicable state servicing statutes, as well as investor guidelines.
Provide general servicing support for the Servicing area, working closely with servicing to establish rapport, advise as needed on issues, and to determine where broader servicing support should be provided.
Monitor servicing related regulatory developments (CFPB, HUD, GSE, state regulators, and investor guidelines) and assess operational impact on servicing practices.
Conduct or oversee periodic compliance reviews and testing of servicing functions including payment processing, escrow administration, loss mitigation, foreclosure, and default management.
Maintain and update compliance related servicing compliance policies, procedures, and controls in response to regulatory changes or exam findings.
Coordinate with the Reverse Operations and Subservicer team to ensure ongoing compliance with HUD/FHA guidelines for HECM servicing and oversight of the relationship.
Serve as the central compliance point of contact for all servicing-related regulatory examinations, including those conducted by the CFPB, state mortgage regulators, and investors/guarantors (FNMA, FHLMC, GNMA, and investors).
Manage the end-to-end examination lifecycle: pre-exam preparation, document production, examiner liaison, response drafting, and post-exam corrective action tracking.
Coordinate cross-functional exam readiness activities, ensuring servicing, operations, legal, and technology teams are aligned and prepared.
Develop and maintain exam management documentation, including information request logs, response matrices, and finding remediation trackers.
Prepare briefings for compliance leadership regarding examination status, findings, and remediation timelines.
Oversee the intake and tracking of servicing-related consumer complaints, including those received through the CFPB Consumer Response portal, state regulators, CFPB supervisory examinations, and direct consumer channels. Independently review servicing's analysis of issue and root cause to reach an appropriate resolution.
Establish and maintain complaint management workflows ensuring timely and accurate responses within required regulatory timeframes (e.g., RESPA QWR/NOE response windows, CFPB portal SLAs).
Identify complaint trends and root causes; escalate systemic issues to compliance leadership and relevant operational stakeholders with recommended remediation actions.
Maintain complaint data in developed tracking or other tool identified for the process; produce regular reporting on complaint volumes, themes, and resolution outcomes.
Oversee the enterprise change management process for regulatory-driven and operationally significant changes affecting the company enterprise-wide.
Partner with business partners to evaluate the compliance impact of regulatory updates prior to implementation.
Develop and maintain a compliance change management framework that ensures regulatory requirements are embedded in change control processes from initiation through post-implementation review.
Track and communicate regulatory effective dates and implementation deadlines, coordinating cross-functional readiness assessments and gap remediation.
Provide escalation reporting to compliance management when due dates are not met.
Oversee compliance with California Consumer Privacy Act (CCPA), and all related processes, including monitoring and tracking of requests to ensure timely compliance.
Annual servicing training updates and review of content and scheduling; management of the vendor relationship and content provision.
Annual policy and procedure review of all responsible areas.
Other duties as assigned.