Principal Customer Facing

Overview

The Principal, Customer Facing is a senior individual contributor role embedded within the product organization. This is not a line operations or people management role. Instead, this position is designed for a deeply experienced servicing subject matter expert who understands, in detail, how borrower-facing interactions are executed in mortgage servicing and can translate that expertise into scalable product capabilities.

This role serves as the primary subject matter expert for borrower-facing interaction channels across performing and non-performing loan populations. The Principal, Customer Facing, brings deep operational expertise to support requirements definition, workflow design, and continuous improvement, ensuring consistent, compliant, and customer-centric engagement across all contact channels.

Reporting to the Director of Servicing Product, this role operates within the broader servicing product structure and brings customer-facing domain expertise into requirements definition, workflow validation, testing support, and implementation discussions to ensure that platform functionality accurately reflects real-world servicing complexity, regulatory requirements, and operational constraints. The Principal plays a critical role in validating that business rules and interaction flows are intentionally designed, explicitly defined, and not implicitly assumed.

Responsibilities

Product and Operational Alignment

• Ensure product design reflects real customer-facing operations, including call handling, agent workflows, and regulatory requirements.
• Translate customer interaction processes into clear product requirements, business rules, controls, and system logic.
• Ensure real-time interaction workflows operate with appropriate controls, traceability, and auditability.
  
  

End-to-End Workflow Definition and Validation

• Define and validate end-to-end (E2E) workflows across customer-facing interaction channels, including inbound/ outbound calls, escalation handling, and resolution pathways.
• Document workflows across happy paths and edge cases, ensuring intentional handling of queueing, routing, and escalation scenarios.
• Validate completeness and consistency of rules, logic, and dependencies across upstream and downstream systems.
  
  

Product Translation & Requirements Definition

• Translate domain expertise into product requirements, business rules, and system logic, and advise Product and Engineering on the operational implications of design and prioritization decisions.
• Ensure requirements are sufficiently detailed and unambiguous to support scalable, repeatable system behavior.
• Evaluate trade-offs across compliance, scalability, operational complexity, and speed to market.
• Surface risks early, particularly related to customer experience breakdowns, regulatory exposure, borrower impact, and operational inefficiencies.
  
  

Engineering Partnership and Delivery Support

• Partner closely with engineering teams to refine requirements, clarify logic, and support implementation.
• Support backlog refinement and design discussions by clarifying business rules, validating workflows, and advising on operational impacts.
  
  

Testing, Validation, & Automation Contribution

• Contribute to the development of known-answer and scenario-based test cases for customer-facing interaction workflows.
• Validate system behavior and outputs against expected regulatory, operational, and customer experience outcomes.
• Support UAT execution, defect triage, regression testing, and release readiness validation.
• Partner with QA and engineering to design and implement an automated test suite informed by customer-facing domain logic.
  
  

Functional Ownership: Customer Facing

• Establish control frameworks for customer interaction channels, including call handling, routing, escalation, and audit evidence standards.
• Define requirements for call center operations, including inbound and outbound call flows, queue management, service level expectations, and call disposition tracking.
• Specify agent assignment logic, including skill-based routing, workload balancing, priority handling, and reassignment rules.
• Define Single Point of Contact (SPOC) workflows, including borrower assignment, continuity of contact, escalation ownership, and performance tracking.
• Define IVR integration requirements, including menu structures, call routing logic, authentication steps, and self-service capabilities.
• Specify requirements for intelligent call routing, including prioritization by delinquency status, borrower risk, regulatory timelines, and campaign objectives.
• Define customer contact preference management, including preferred channels, time-of-day restrictions, consent tracking, and regulatory compliance (e.g., TCPA considerations).
• Establish requirements for outbound contact strategies, including collections, loss mitigation outreach, campaign design, dialer integration, cadence rules, and compliance controls.
• Define requirements for best-time-to-contact logic, including data inputs, optimization strategies, and integration with agent assignment and campaign workflows.
• Specify interaction tracking and history requirements, ensuring full visibility into borrower contact attempts, outcomes, and agent actions.
• Define monitoring, reporting, and KPI frameworks for call center performance, including service levels, abandonment rates, handle times, and resolution effectiveness.
• Establish escalation and complaint handoff workflows to Customer Service and other domains, ensuring continuity and traceability across interaction channels.
  
  

Flexible Domain Contribution

• Support adjacent servicing domains as needed based on program priorities and evolving platform needs.
• Partner across domains to ensure alignment of workflows, data, and operational dependencies throughout the servicing lifecycle.
• Contribute to the resolution of cross-domain issues, gaps, and edge cases to ensure cohesive end-to-end platform behavior.
• Apply servicing expertise to broader platform design decisions beyond the primary area of ownership.
  
  

Qualifications

• 8 years in mortgage servicing call center operations, customer interaction management, or related domains (AVP preferred; VP considered).
• Deep expertise in call center operations, agent workflows, and borrower interaction strategies.
• Strong understanding of regulatory considerations related to borrower contact (e.g., TCPA, FDCPA, where applicable).
• Experience designing or supporting IVR systems, dialer platforms, and contact routing logic.
• Strong understanding of customer experience metrics and operational performance drivers.
• Demonstrated ability to translate complex operational processes into clear product requirements, business rules, controls, and test scenarios, and to support UAT validation.
• Proven functional leadership across cross-functional teams, including Technology, Operations, Product, and Compliance.
  
  

MSR Portfolio Services is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.