Manager, Servicing Enablement

About GoodLeap: GoodLeap is a technology company delivering best-in-class financing and software products for sustainable solutions, from solar panels and batteries to energy-efficient HVAC, heat pumps, roofing, windows, and more. Over 1 million homeowners have benefited from our simple, fast, and frictionless technology that makes the adoption of these products more affordable, accessible, and easier to understand. Thousands of professionals deploying home efficiency and solar solutions rely on GoodLeap’s proprietary, AI-powered applications and developer tools to drive more transparent customer communication, deeper business intelligence, and streamlined payment and operations. Our platform has led to more than $27 billion in financing for sustainable solutions since 2018.   GoodLeap is also proud to support our award-winning nonprofit, GivePower, which is building and deploying life-saving water and clean electricity systems, changing the lives of more than 1.6 million people across Africa, Asia, and South America.
The Manager, Servicing Enablement, is responsible for overseeing the day-to-day operational performance of third-party sub-servicers. This role serves as the technical subject matter expert for mortgage and HELOC servicing operations and ensures accurate, compliant, and scalable execution of servicing activities within a regulated financial services environment.   This position operates deep in the operational details, including payment processing, billing logic, interest calculations, customer inquiries, delinquency management, credit reporting, investor reporting support, regulatory requirements and lifecycle servicing events, while maintaining structured oversight of vendor execution.

Essential Job Duties and Responsibilities:

• Mortgage / HELOC Servicer Oversight
• Oversee daily operational execution performed by third-party sub-servicers.
• Monitor billing cycles, statement production, interest accrual calculations, minimum payment logic, and fee assessments.
• Validate payment application processes, refunds, adjustments, and exception handling.
• Monitor delinquency management, charge-offs, recoveries, and lifecycle events.
• Ensure operational execution aligns with regulatory and investor requirements.
• Product Management & Business Change Execution 
• Develop deep understanding of the GoodLeap HELOC product structure, system configuration, and servicing workflows.
• Serve as servicing lead for product updates, enhancements, and new feature implementation.
• Translate business requests into clear operational requirements for the sub-servicer.
• Manage execution of servicing-related product changes including testing, validation, and deployment.
• Ensure alignment between Product, Technology, Compliance, and the sub-servicer during change implementation.
• Vendor Performance & Governance 
• Monitor vendor performance against defined SLAs, KPIs, and contractual obligations.
• Conduct recurring operational and performance reviews with servicing partners.
• Lead root cause analysis and remediation planning for servicing defects or compliance gaps.
• Ensure vendor processes align with internal control standards and audit requirements.
• Regulatory Compliance & Controls
• Oversee compliance with applicable regulations including Reg X, Reg Z, FCRA, FDCPA (as applicable), and UDAAP.
• Support internal audits, regulatory exams, and investor reviews.
• Conduct targeted file reviews and transaction testing to validate servicing accuracy.
• Partner with Compliance and Risk teams to address findings and implement corrective actions.
• Data Integrity, Reporting & Issue Escalation
• Reconcile internal portfolio data to servicer source system reporting.
• Review investor reporting inputs and outputs for completeness and accuracy.
• Monitor credit bureau reporting (Metro 2) and dispute resolution processes.
• Identify emerging operational or regulatory risks and escalate material issues appropriately.

Required Skills, Knowledge and Abilities:

• Minimum of 5–8+ years of experience in mortgage and/or HELOC servicing operations.
• Direct experience working for or alongside mortgage/HELOC servicers in a regulated financial services environment.
• Strong understanding of mortgage servicing lifecycle including payment processing, escrow, delinquency, bankruptcy, and loss mitigation.
• Experience managing servicing-related product changes or operational enhancements preferred.
• Familiarity with applicable regulatory frameworks (Reg X, Reg Z, FCRA, UDAAP, FDCPA as applicable).
• Experience managing or