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Director of Servicing Technology, Automation, & Digitization

Flagstar Bank

This is a Full-time position in Troy, MI posted January 22, 2022.

The Director of Servicing Technology, Automation & Digitization oversees the teams responsible for identifying new technology to increase automation and digitization in Servicing, supporting those technologies and maintaining those technologies utilized by the Bank’s Servicing department. This leader is responsible for the strategy and direction for the below systems, relationships, and programs: • MyLoans development opportunities • Bot identification and development • Artificial intelligence opportunity identification and development • Machine learning opportunity identification and development • OCR opportunity identification and development • Brace development and oversight • Stavvy development and oversight • Alignment with CEC on next generation dialer and IVR technology • Implementation of chat, voice and robot • Biometric implementation within call centers to improve CX and reduce handle times • IT relationship management • Proprietary Default Application Management (LMU and future iterations) This leader is responsible for assisting in the development and execution of the senior leader’s vision for the department, to achieve operational excellence, and is responsible for interfacing with senior leadership, and will represent the group to key third parties including clients, investors/insurers, and regulators.

Servicing Technology: Systems & Vendor Relationship Management.

  • Managing the team responsible for all critical system design, administration, change, & enhancement including (without limitation):, LMU, DocTrac. Brace, Stavvy, MyLoans
  • Primary interface with and contact for Flagstar IT
  • Design and management of all scripts automating critical servicing functions.

Identification, Development and Implementation: Technology enabled Automation and Digitization

  • Managing the team responsible for all corporate projects, process improvement, and automation of critical servicing processes
  • Identify, develop and implement innovative customer and staffing solutions specific to mortgage servicing
  • Influencing, designing and spearheading the modernization of the servicing systems used to manage the customer and the customer experience
  • Identify and drive solutions that will provide Flagstar with a competitive advantage in our servicing business
  • Collaborate with disruptive technologies to identify, partner with and implement game-changing technology solutions for the servicing business
  • Drive automation adoption, alignment and scale automation deployment across the servicing organization to achieve optimal productivity

Other

  • Demonstrates a high level of creativity and critical thinking to address problems decisively and develop effective solutions. Reinforces culture of shared ownership and accountability for results.
  • Collaborating with other servicing teams, and other internal teams, to assist in the continued development of a best in class servicing operation.
  • Dedicates time to key departmental initiatives as requested by senior management.

Job Requirements:

  • HS Diploma, GED or Foreign Equivalent required
  • Bachelor’s Degree required or 15+ years of comparable work experience
  • 10+ years of experience in servicing, banking or financial services in an operations, legal, consultant and/or other industry role
  • 10+ Expert level understanding of servicing system technologies with preference given to candidates with significant experience with building proprietary technologies
  • 8+ years in one or more of the following: project management, implementation or strategic planning.
  • 8+ years management experience
  • 8+ years of proven experience managing people and high risk projects
  • 8+ years of vendor management experience or servicing experience (strong preference)
  • Preferred, 5+ Years Understanding of Mortgage Servicing and Mortgage Servicing Regulation (TCPA, FDCPA, FCRA) and Regulators (OCC, FRB, CFPB, GSE, HUD)
  • Strong understanding of best practices in Mortgage Banking industry-wide Servicing Operations (end-to-end) as well as regulatory expectations for Servicing Operations in Experience in bridging statistical analysis, technology and process optimization.
  • Demonstrated ability to create a high performance team that delivers results, strong compliance and control environment experience as well as a passion for winning.
  • Demonstrated ability to recruit, manage and motivate staff
  • Demonstrated ability to learn new products, processes, and technologies and leverage in day to day.
  • Industrious, Entrepreneurial, Driven Personality
  • Have an innate ability to understand very complex processes and systems, immediately and intuitively understanding how they work and how they can be improved
  • Strong problem solving & strategic thinking skills with the ability to identify problems and recommend solutions
  • Exceptional written and oral communication including facilitation & summarization skills to drive action and results
  • Must be highly organized and have a strong attention to detail including the ability to create and maintain documentation
  • Ability to work with, lead and consult with all levels in the organization
  • Have an innate ability to understand very complex processes and systems, immediately and intuitively understanding how they work and how they can be improved
  • Adjusts positively to quickly-changing priorities and shifting goals
  • Unique combination of servicing experience and proven ability to perform critical operational analysis.
  • Strong ability to work with a sense of urgency in a fast pace environment

For internal use only: B Band