Principal General Servicing

Overview

The Principal, General Servicing 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 shared servicing infrastructure enables consistent execution across borrower communications, vendor interactions, and cross-domain workflows, and can translate that expertise into scalable product capabilities.

This role is responsible for defining, governing, and continuously improving shared servicing capabilities that support borrower communications, third-party integrations, and event-driven workflow orchestration across the servicing lifecycle. The Principal, General Servicing combines operational expertise with product and process leadership to ensure consistent, compliant, and auditable servicing execution across all domains.

Reporting to the Director of Servicing Product, this role operates within the broader servicing product structure and brings shared-services domain expertise into requirements definition, workflow validation, testing support, and implementation discussions to ensure that platform functionality accurately reflects real-world servicing operations, regulatory expectations, and vendor dependencies. The Principal plays a critical role in validating that execution frameworks, workflows, and edge cases are intentionally designed, explicitly defined, and not implicitly assumed.

Responsibilities

Product and Operational Alignment

• Ensure product design reflects real servicing execution frameworks, including borrower communications, vendor integrations, and cross-domain workflows.
• Translate shared servicing processes into clear product requirements, business rules, controls, and system logic.
• Ensure centralized servicing workflows operate with appropriate controls, traceability, and auditability.
  
  

End-to-End Workflow Definition and Validation

• Define and validate end-to-end (E2E) workflows across communication execution, vendor orchestration, and event-driven servicing processes.
• Document workflows across happy paths and edge cases, ensuring intentional handling of exceptions, failures, and cross-domain interactions.
• 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 communication failures, vendor dependencies, regulatory exposure, and audit gaps.
  
  

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 communication execution, vendor workflows, and event orchestration.
• Validate system behavior and outputs against expected regulatory, operational, and audit 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 general servicing domain logic.
  
  

Functional Ownership: General Servicing (Shared Servicing Services)

• Establish control frameworks for centralized servicing execution, including communication delivery, vendor interactions, and workflow orchestration, with appropriate audit evidence standards.
• Define requirements for borrower communication execution across channels (mail, email, SMS), including triggering logic, template rendering, delivery orchestration, and tracking.
• Ensure a centralized, consistent framework for how communications are generated, delivered, logged, and tracked across all servicing domains.
• Partner with domain Principals who define communication content and triggering events; ensure standardized execution, delivery, and auditability within the platform.
• Define template management requirements, including version control, activation, deprecation, and linkage to triggering logic, without ownership of content definition.
• Establish communication tracking and audit requirements, including delivery status, failure handling, retry logic, and full historical visibility of borrower communications.
• Define requirements for communication reproduction and audit evidence, including ability to reconstruct what was sent, when, and under what conditions.
• Define and govern the event ingestion and orchestration framework, ensuring consistent intake, processing, and tracking of servicing events across domains.
• Ensure event standardization, deduplication, prioritization, and sequencing to prevent conflicting or redundant borrower communications and actions.
• Partner with domain Principals who define event triggers; ensure those events are consistently executed, tracked, and auditable within the platform.
• Define requirements for vendor and third-party integrations, including capability definition, data exchange standards, validation rules, and system interfaces.
• Establish vendor orchestration frameworks, including SLA tracking, performance monitoring, exception handling, and fallback logic.
• Define requirements for integration with communication vendors (print/mail, email, SMS), including delivery confirmation, failure management, and audit tracking.
• Define requirements for cross-domain workflow orchestration, including task generation, dependency management, and SLA tracking.
• Establish monitoring, reporting, and escalation routines for communication delivery failures, vendor performance issues, and workflow breakdowns.
  
  

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 operations, servicing systems, or related domains (AVP preferred; VP considered).
• Deep expertise in borrower communication processes, vendor management, and servicing workflow orchestration.
• Strong understanding of regulatory considerations related to borrower communications and delivery requirements.
• Experience working with third-party vendors and integrations, including communication providers and servicing-related vendors.
• Strong understanding of system-driven workflow orchestration, event processing, and operational controls.
• 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, 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.