Executive Principal, Customer Strategy Mortgage Servicing

At Mr. Cooper Group, You Make the Dream Possible.

Our purpose is simple: Keeping the dream of homeownership alive. As a Mr. Cooper Group team member, you play a big role in making that dream possible. Around here, we know our roles and work together, volunteer to make a difference, and challenge the status quo when needed. Everything we do is in the care and service of our teammates and our customers.

Join us and make the dream of home ownership possible!

At Mr. Cooper Group, You Make the Dream Possible.

As we continue to grow, we are looking for a customer experience visionary as Executive Principal of Customer Strategy, Servicing to join our team. This pivotal leadership role will drive strategic initiatives to enhance the borrower experience throughout the entire loan servicing lifecycle, ensuring high customer satisfaction, improved retention, and operational efficiency.

Job Summary:
The Executive Principal of Customer Strategy, Servicing will be responsible for developing and executing strategies that enhance the customer experience during the loan servicing process. This role will focus on improving customer engagement, optimizing servicing workflows, and addressing customer pain points to ensure a seamless, transparent, and positive experience for borrowers. This role will work closely with internal teams across Operations, Customer Support, Risk, Technology, and Compliance to ensure a best-in-class servicing experience.

Key Responsibilities:

• Lead the development and execution of a comprehensive customer strategy for loan servicing, with a focus on enhancing customer retention, satisfaction, and loyalty.

• Design and implement customer-focused initiatives that improve communication, streamline servicing processes, and reduce friction for borrowers in areas such as payments, account management, escrow, and customer support.

• Use data and customer feedback to identify areas of opportunity and develop targeted strategies to address pain points across the loan servicing lifecycle.

• Collaborate with Operations, Technology, and Risk teams to optimize systems and processes that directly impact customer experience, such as payment processing, loan modification, and account management.

• Develop and monitor key customer experience metrics (e.g., customer satisfaction, resolution time, call center performance, loan modification success) to track the effectiveness of customer strategies and initiatives.

• Work closely with Customer Support and Customer Success teams to develop proactive solutions and support programs, ensuring customers have the resources and guidance they need throughout their loan servicing experience.

• Enhance self-service options and digital tools, such as online portals and mobile apps, to empower customers and improve operational efficiency.

• Ensure that customer interactions comply with regulatory standards and internal policies, collaborating with the Compliance and Risk teams to mitigate issues related to customer servicing.

• Oversee the creation and delivery of customer education materials that help borrowers understand their loan servicing options, payments, and responsibilities.

• Partner with Marketing and Communications teams to develop customer-facing messaging that is clear, empathetic, and aligned with our company’s values.

• Lead and mentor a team of customer strategy professionals, promoting a culture of innovation, customer-first thinking, and continuous improvement.

Qualifications:

• Bachelor’s degree in Business, Finance, Marketing, or a related field (MBA or other advanced degree preferred) or relevant work experience.

• 5-8 years of experience in loan servicing, customer experience, or operations within the mortgage or financial services industry, with at least 5 years in a senior leadership role.

• Proven experience in driving customer experience and customer strategy initiatives within loan servicing or related financial services operations.

• In-depth knowledge of the mortgage loan servicing process, including payment processing, escrow, delinquencies, modifications, and regulatory compliance.

• Strong understanding of customer relationship management (CRM) systems, self-service technologies, and data analytics tools to enhance the customer journey and drive operational efficiencies.

• Excellent leadership, communication, and interpersonal skills with the ability to influence and collaborate with senior leaders and cross-functional teams.

• Ability to analyze complex data and customer feedback to identify opportunities and develop actionable strategies that improve cu