Manager, Modification Processing

Position Summary:

The Manager, Modification Processing is responsible for leading and overseeing the operations of the Modification Processing function, ensuring the efficient execution of loan modification activities in compliance with investor guidelines, federal and state regulations, and internal policies. Reporting directly to Senior Leadership, this role is accountable for managing a team of 20+ FTE, while driving performance, quality, and operational excellence.

This position plays a critical role in managing daily operations, staff development, portfolio performance, and process adherence. The Manager will maintain strong partnership with internal stakeholders and business units to ensure alignment with business objectives and regulatory expectations. This role requires a strategic mindset, strong leadership presence, and the ability to drive continuous improvement across modification processing workflows.

This position is located at our Premier Park, West Palm Beach office, and is required to work onsite.

Job Functions and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Examples below:

• Lead, develop, and manage a team of Team Leads and processing/administration staff, driving productivity, quality, and adherence to SLAs 

• Establish and monitor KPIs (quality, TAT, throughput, conversion rates) to drive performance and accountability 

• Monitor workflow efficiency and implement process improvements to enhance throughput and reduce cycle times 

• Partner with internal departments and third parties to execute requests and drive operational efficiencies 

• Oversee quality assurance by reviewing production output for accuracy and completeness 

• Maintain and update team manuals, SOPs, and procedures in alignment with regulatory requirements and best practices 

• Establish and enforce controls to ensure accuracy of modification documentation, system inputs, and borrower communications 

• Oversee notary processes and ensure adherence to execution and regulatory requirements. The Manager will be required to become and maintain the status of Company notary to notarize documents. Both electronic and paper notarization are conducted by the position on-site.

Key Result Areas: 

• Set objectives & key results (KPI’s)  that support our Service Excellence philosophy and standards, and monitor delivery against these to increase Customer satisfaction levels, 

• Promote and instill a high performing team culture, foster talent to improve and maintain retention levels, and support change management initiatives
• Allocate resources and drive accountability to direct reports to ensure achievement of results

Qualifications:

To perform this job successfully, an individual must have the following education and/or experience:

• Four year degree from an accredited University 

• 5+ years mortgage / servicing experience 

• 3+ years of people management experience

• Strong analytical, problem-solving, and organizational skills 

• Excellent communication and stakeholder management skills 

• Proven track record of leading high-performing teams in a fast-paced, compliance-driven environment

• Detail-oriented with strong analytical skills to identify trends, risks, and improvement opportunities

Training / Licensing Requirements: 

• Must pass the Company’s Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.

Work Schedule: M-F 8-5 ET

• General work schedule (for shift roles)