Mortgage Servicing Oversight (MSO) Project Manager
Contract W2
No Travel Required
Hybrid
Depends on Experience
Avacend, Inc.
Fitment
Dice Job Match Score™
📋 Comparing job requirements...
Job Details
Skills
- Mortgage Servicing
- Project Manager
- PMP
- Banking or Financial or Capital Market
- Budget
- Finance
- Project Tracking
- Mortgage Servicing Oversight
- Mortgage
- Issue Resolution
- Customer Relationship Management (CRM)
- Management
- Project Management
Summary
Title: Mortgage Servicing Oversight (MSO) Project Manager / Project Manager III
Location: Charlotte - 601 S. Tryon Street (601 S. Tryon Street, Charlotte, NC 28202)
Duration: Start Date: 4/27/2026 to End Date: 12/31/2026 (with extension possible)
Interview Process: 2 Rounds (1st Video and 2nd round in-person in Charlotte, NC)
Position Description
- The Mortgage Servicing Oversight (MSO) Project Manager will lead or assist with MSO projects, process improvements, team-wide procedure oversight, vendor application management, coordination of loan sales and other key initiatives within MSO.
- This role is responsible for identifying and supporting remediation of any operational gaps, with an emphasis on sustained and enhanced customer experiences.
- The ability to effectively interact with leadership and business line leaders, including but not limited to IT, key vendors, Compliance, Legal, and Customer Relations, is required. Problem resolution and organizational skills are key components of this role.
- The Project Manager role may also assist with Quality Control and Legal Requirements Monitoring, primarily in a vendor oversight role, but some hands-on testing may be needed due to team capacity. In this role, experience with the mortgage servicing processes is required.
Job Responsibilities
- Serve as support between Ally and Subservicer for all MSO initiatives, working closely with Capital Markets Leadership and key support partners, to ensure timely and accurate implementation
- Work and collaborate with Legal, Sourcing, and leadership on contract reviews and statement of work (SOW’s)
- Utilize MS Word and Planner for procedure creation, maintenance, and adherence as it relates to roles and responsibilities impacting Mortgage Servicing, inclusive of ensuring proper Legal and Compliance review and non-objections obtained, when applicable.
- Attend, schedule, and facilitate meetings, assign takeaways, and track progress statuses, as needed to support business operations and project initiatives
- Assist manager in preparing executive updates on all programs and projects to keep the leadership and management teams well informed
- Oversight of subservicer performance specific to customer impact and experience
- Customer survey (CSAT) management, facilitation, feedback, and resolution,
- Customer complaints overview and escalation monitoring
- Analyze and report on key customer experience outcomes from subservicer
- Develop/review/manage project plans and issues & risks, drive issue resolution, allocate and direct other resources to accomplish project tasks, and maintain control over the project(s)
- Perform other duties and assignments as required, inclusive of other Mortgage Servicing Oversight and Operational responsibilities as the need arises based on role transition or for backup purposes.
Education:
- Bachelor’s degree (or equivalent experience)
- 5+ years in project management (or equivalent experience)
- Experience in related Mortgage discipline (Servicing, Origination, Customer Service)
- Ability to manage projects that span from small to large scale in size and complexity
- Ability to thoroughly understand the business issues surrounding each project
- Ability to act as the primary interface between business sectors
- Ability to manage project issues and conflicts and deliver projects within budget and scope.
Skills:
- Strong analytical capability and intellectual curiosity to seek continuous improvement through data-driven solutions and customer-oriented resolution
- Proven oral and written communication with strong emphasis on grammar and strong desire to provide exceptional customer experience
- Must be confident and highly credible via email, over the phone, and in person.
- Ability to multi-task between various projects and use strong analytical skills to think about a range of initiatives on different levels
- Effectively work with co-workers by sharing ideas and a constructive and positive manner.
- Excellent interpersonal and communication skills (personal, written and presentation) and work cross-functionally with business, IT staff, and other support partners
- Demonstrated ability to build effective working relationships with multiple levels of management
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: PZP91081408zzzz
- Position Id: 8962150
- Posted 1 day ago
Company Info
About Avacend, Inc.
Our mission is customer centric, we are successful when our customers are successful.
Our Vision is to connect great companies with good employees and create opportunities for all by providing the best quality of human resource services. We measure our success by the satisfaction of our customers by empowering them to focus on what they do best.
Create job alert
Never miss an opportunity! Create an alert based on the job you applied for.Similar Jobs
It looks like there aren't any Similar Jobs for this job yet.
Search all similar jobs