Manager, Servicing Operations

Point Digital Finance, Inc.•Palo Alto, CA

5h•$96,900 - $128,100•Remote

About The Position

The Manager, Servicing Operations is responsible for overseeing the day-to-day operations of the performing servicing team supporting Home Equity Investment (HEI) products. This role ensures high-quality customer service, accurate payoff administration, and effective handling of customer inquiries and escalations related to HEI contracts and servicing activities. The position leads a team of customer service agents and offshore support staff while ensuring servicing operations meet regulatory, operational, and customer experience standards specific to Home Equity Investments. In addition to operational oversight, the role is responsible for developing and managing servicing performance metrics, building reporting frameworks, and delivering operational insights to leadership. The Manager partners cross-functionally with Operations, Product, Compliance, and Servicing leadership to improve servicing processes, enhance the HEI customer experience, and ensure scalable servicing operations as the portfolio grows.

Requirements

5+ years in mortgage servicing, fintech servicing operations, or Home Equity Investment (HEI) servicing.
Strong understanding of servicing operations, including payoff administration, customer account management, and performance reporting.
2+ years managing or supervising customer service or servicing teams, including offshore teams or third-party/subservicer relationships.
Experience working with CRM systems such as Salesforce.

Nice To Haves

Experience with HEI products and servicing operations.
Experience building dashboards or reports using BI tools (e.g., Sigma, Tableau, Looker, Power BI).
Strong analytical, problem-solving, and operational improvement skills.
Excellent communication and interpersonal skills, with experience managing cross-functional relationships.

Responsibilities

Payoff Administration: Oversee the accurate and timely processing of loan payoffs, ensuring compliance with all applicable regulations and investor guidelines.
Customer Service & Inquiries: Manage the resolution of general customer service inquiries related to loan accounts, including payment processing, account balances, and other loan-related information.
Customer Escalation Management: Handle escalated customer complaints and inquiries, working to resolve issues effectively and maintain positive customer relationships.
Customer Service Standards: Develop and implement customer service standards and procedures to ensure consistent and high-quality service delivery.
Sub-Servicer Oversight: Provide feedback and oversight to sub-servicers on their performance related to performing servicing functions, ensuring adherence to established service level agreements (SLAs). This includes reviewing reports and conducting regular performance reviews.
Call Monitoring & Quality Assurance: Monitor customer service calls to ensure adherence to quality standards and identify areas for improvement. Provide coaching and feedback to team members based on call reviews.
Offshore Team Management: Manage and provide direction to offshore teams involved in performing servicing functions. This includes setting performance expectations, providing training, and monitoring performance.
Default Portfolio Support: Provide support to the default servicing team as needed, which may include assisting with customer communication, data entry, or other administrative tasks.
Customer Communications and Standard Operating Procedures: Develop and manage customer communication strategies, including email templates, letters, and other written communications. Create and maintain standard operating procedures.
Salesforce Administration and Utilization: Utilize Salesforce to manage customer interactions, track inquiries, and generate reports. This includes staying up-to-date on Salesforce best practices and system updates.
Portfolio Oversight: Monitor the performance and operational health of the performing HEI portfolio, tracking key servicing metrics, payoff activity, and customer trends. Identify risks or operational gaps and provide reporting and insights to leadership to support portfolio management and scalable servicing operations.

Benefits

Generous health benefits: We provide comprehensive medical, dental, and vision plans with options for flexible spending accounts (FSA) and health savings accounts (HSA).
Unlimited paid time off: Recharge with unlimited paid time off and 10 company holidays.
Flexible remote and onsite work: Our teams work from many different locations and time zones. We support fully remote work and also have an amazing in-person environment in our downtown Palo Alto, CA HQ.
Fully paid parental leave: Point will supplement state Paid Family Leave (PFL) so employees receive 100% of their regular base pay, plus two additional weeks of fully paid leave after state PFL ends. In states without PFL, Point offers up to 8 weeks of paid parental leave. In addition, employees also receive 4 weeks of fully paid transition time, during which you may work 2–3 days per week while receiving full base pay.
Equity: We offer meaningful equity because we believe in sharing the value you help create. Your contributions directly impact our growth, and your equity gives you a stake in our future success.
Financial wellness: We provide 401K retirement plans for employees as well as guaranteed life insurance and short- and long-term disability coverage.
Extra work/life benefits: We provide monthly stipends for internet, mobile plans, wellness perks, a one-time home office reimbursement, and company provided equipment including a MacBook and monitor.

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