Director of Servicing

Local or 100% Remote

Who we are 

Our mission at Point is to make homeownership more valuable and accessible to all. Every day, we explore, build, and iterate to create innovative financial products that improve the lives of our customers. Together, we’re creating the premier full-stack home equity platform to help current homeowners access their home wealth and aspiring ones realize their dream of homeownership. Point has raised over $180M from Andreessen Horowitz, WestCap, Prudential and other leading investors.

About the role

As the Director of Servicing, you will be responsible and accountable for all aspects of servicing operations, encompassing post-closing activities, performing and default servicing, as well as the administration of Home Equity Investments (HEIs). This includes a strong focus on sub-servicer performance management, KPI development and monitoring, and project management. You will oversee the execution of all servicing functions, ensuring accurate and timely processing and reporting across all product types, while maximizing portfolio performance and investor outcomes. A key component of this role is driving high levels of customer satisfaction through effective servicing strategies and operational excellence. This includes direct oversight of sub-servicers, establishing performance metrics specific to both loan and HEI products (including customer satisfaction metrics), and driving continuous improvement across all servicing functions. You will partner cross-functionally with product, engineering, and within the Operations team to build a scalable, technology-enabled operational model and a world-class investor and customer experience for both loan and HEI products. This role reports to the Chief Production Officer and is a key member of the Operations leadership team.

Our culture

We are a people-first, value-driven team. We come from varied backgrounds, experiences, and time zones. Our teams are aligned in service to our goal — to improve the lives of customers. Our culture is built on sharing ideas, supporting each other, and being empowered to do our best work. Find out what you can accomplish as part of an engaged, high-achieving team focused on a common goal.

Your responsibilities

• Servicing Operations Oversight: Ensure effective monitoring of Point’s >$1B HEI portfolio across all aspects of the servicing lifecycle. This involves establishing, monitoring and managing key performance indicators across onboarding, performing account support and default servicing.  
• Project Management: Leading and managing projects related to servicing operations, including technology implementations, process improvements, and new product launches.
• Sub-Servicer Management: Overseeing and managing the performance of sub-servicers, including conducting regular performance reviews, ensuring contract compliance, and addressing any performance issues. This includes establishing and monitoring KPIs for sub-servicers.
• Default Management: Oversee the Point Special Servicing Team and the execution of default management strategies, encompassing loss mitigation, foreclosure, bankruptcy, and REO (Real Estate Owned). This includes establishing and refining procedures for the effective handling of defaulted assets.
• Portfolio Performance Management: Monitoring and analyzing portfolio performance to maximize investor outcomes and customer satisfaction. This includes generating reports and providing insights to internal stakeholders and investors.
• Customer/Investor Satisfaction Management: Implementing strategies and initiatives to drive high levels of customer/investor satisfaction throughout the servicing lifecycle. This includes monitoring feedback and addressing customer issues while keeping incoming.
• Cross-Functional Collaboration: Partnering with product, engineering, and other internal teams to build a scalable, technology-enabled operational model and improve servicing processes.
• Investor Reporting: Ensuring accurate and timely reporting to investors on portfolio performance and other key metrics. 
• Policy and Procedure Maintenance: Oversight of servicing policies and procedures to ensure compliance with industry best practices and regulatory requirements.

About you

• Operations Management Experience: A minimum of 7+ years of progressive experience in financial services operations. Exposure to mortgage operations, specifically servicing is beneficial.
• Vendor Management Expertise: Proven experience in managing and overseeing vendor relationships, including performance monitoring, contract compliance, and issue resolution. This should include experience developing and monitoring KPIs.  Mortgage sub-servicing relationship handling is a plus.
• Leadership and Management Skills: Demonstrated ability to lead and manage teams, drive performance improvements, and foster a collaborative work environment. This includes experience in developing and implementing strategies and procedures.
• Default Management: A strong understanding of default management processes.  Experience overseeing default handling functions is a plus.
• Critical Thinking & Problem Solving: Proven ability to leverage data to identify operational issues and generate process improvement insights.
• Project/program management: Experience in structuring and coordinating cross-functional efforts with internal and external partners to drive operational outcomes.  Formal project management skills (eg: PMP certification) a plus.
• Regulatory Compliance Experience: A solid understanding of relevant regulations and compliance requirements related to mortgage servicing.

Our benefits 

Generous health benefits

• We provide medical, dental, and vision plans with options for flexible spending accounts (FSA) and health savings accounts (HSA).

Unlimited paid time off

• Recharge with unlimited paid time off and 10 company holidays. 

Flexible remote & onsite work

• Our teams work from many different locations and time zones. We support fully remote work and also have an amazing in-person environment in our downtown Palo Alto, CA HQ. 

Fully paid parental leave

• Point will true-up wages from state-applicable PFL earnings so that the employee’s total gross pay will be equivalent to 100% of their regular base pay, as well as two weeks of fully paid leave to be available after exhaustion of state PFL. 
• For employees in states without Paid Family Leave, Point will provide up to 8 weeks of paid parental leave. 
• In addition, all employees will receive 4 weeks of fully paid transition time. For four weeks after returning from parental leave, and following the use of all other paid leave benefits, you may work part-time, meaning two or three days per week, and receive 100% of regular base pay.

Financial wellness

• We provide 401K retirement plans for employees as well as guaranteed life insurance and short- and long-term disability coverage. Full-time employees have the opportunity to take ownership in the company through equity options.

Extra work/life benefits

• We provide monthly stipends for internet, mobile plans, and a one-time home office reimbursement. 

 

Point is proud to be an equal-opportunity employer. We provide employment opportunities regardless of age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other protected class. Each individual at Point brings their own perspectives, work experiences, lifestyles, and cultures with them, and we believe that a more diverse team creates more innovative products, provides better services to customers, and helps us all grow and learn. 

Compensation at Point will be determined by skills, experience, and geographic location. Point has identified the expected annual base salary for this role at this level based on market by tiers (Region | Location | Market Salary):  

• Tier 1 | San Francisco Bay Area, New York, Los Angeles, & Seattle | $142,400 - $213,600
• Tier 2 | Chicago, Austin, Denver, Boston, Washington DC, San Diego | $121,040 - $181,560 
• Tier 3 | All other US metro areas | $113,920 - $170,880

This does not include any other potential components of the compensation package, including equity, benefits, and perks outlined above. At the launch of each position, we benchmark compensation to the appropriate role and level utilizing competitive compensation data from various data sources as references. At the offer stage, we use the signal we received from our interviews coupled with your experience, location, and other job-related factors to determine final compensation.

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