Principal Customer Service

Overview

The Principal, Customer Service 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 customer service operates in mortgage servicing, and can translate that expertise into scalable product capabilities.

This role is responsible for serving as the primary subject matter expert for customer service operations across complex mortgage servicing domains. The Principal, Customer Service combines deep regulatory and operational expertise with product and process leadership to ensure compliant, scalable, and customer-centric servicing experiences.

Reporting to the Director of Servicing Product, this role operates within the broader servicing product structure and brings customer service 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 edge cases are intentionally designed, explicitly defined, and not implicitly assumed.

Responsibilities

Product and Operational Alignment

• Ensure product design reflects real customer service operations, including regulatory and investor requirements.
• Translate customer service processes into clear product requirements, business rules, controls, and system logic.
• Ensure customer-facing 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 service domains, including correspondence, dispute handling, and borrower interaction channels.
• Document workflows across happy paths and edge cases, ensuring intentional handling of exceptions and escalations.
• 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 regulatory exposure, borrower impact, and operational breakdowns.
  
  

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 service 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 service domain logic.
  
  

Functional Ownership: Customer Service

• Establish control frameworks for customer service operations, including intake, tracking, response, approvals, and audit evidence standards.
• Define requirements for Qualified Written Requests (QWR), including Requests for Information (RFI) and Notices of Error (NOE), ensuring compliance with RESPA timelines, response standards, and documentation requirements.
• Specify workflows for complaint intake (including CFPB and internal complaint channels), categorization, research, escalation, and resolution, including regulatory tracking and root cause linkage.
• Define requirements for borrower correspondence management, including inbound/outbound communications, templates, tracking, and auditability.
• Establish requirements for Servicemembers Civil Relief Act (SCRA) identification, eligibility validation, benefit application (rate reductions, foreclosure protections), and monitoring.
• Define workflows for authorized third-party access, including borrower-authorized representatives and attorney-represented borrowers, ensuring proper validation, documentation, and communication controls.
• Define Successor in Interest (SII) identification, validation, and onboarding workflows, including documentation requirements and downstream servicing impacts.
• Specify loan assumption workflows, including eligibility evaluation, documentation, underwriting dependencies, and boarding of assumed loans.
• Define credit reporting requirements, including furnishing logic, data accuracy controls, and timing across credit bureaus.
• Establish dispute resolution workflows, including intake, investigation, response, and correction processes via e-OSCAR, ensuring compliance and auditability.
• Define requirements for year-end reporting, including IRS Form 1098 & 1099 generation, validation, delivery, and customer support workflows.
• Establish customer service protocols for natural disaster events, including borrower outreach, forbearance handling, disaster codes, and alignment with investor and regulatory guidance.
• Define requirements for billing statements and periodic statements, ensuring compliance with Reg Z and clarity of borrower-facing information.
• Define requirements for privacy notices and other regulatory disclosures, including timing, delivery methods, and content governance.
• Define monitoring, reporting, and escalation routines for complaints, regulatory requests, SLA adherence, and customer experience metrics.
  
  

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 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 primary area of ownership.
  
  

Qualifications

• 8 years in mortgage servicing, specifically in customer service or related operational domains (AVP preferred; VP considered).
• Strong understanding of borrower interaction lifecycle and servicing touchpoints.
• Deep expertise in regulatory customer service requirements, including RESPA (QWR), SCRA, credit reporting, and borrower communications.
• Strong understanding of complaint management, dispute handling, and regulatory response processes.
• Experience translating operational and regulatory processes into clear product requirements, business rules, controls, and test scenarios, and experience supporting UAT validation.
• Proven functional leadership across cross-functional teams, including Technology, Operations, Product, Compliance, and external partners.
  
  

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.