Job Details

Real Estate Oversight Governance Advisor Lead - Servicing Member Experience

Company name

Phoenix, AZ, United States

Employment Type

Finance, Real Estate

Posted on
Nov 21, 2022

Valid Through
Mar 06, 2023

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Purpose of Job

We are seeking a dedicated Real Estate Oversight Governance Advisor Lead – Servicing to support the Real Estate Servicing Member Interaction area with a focus on member experience oversight.

The individual selected for this role plans, directs, and coordinates activities for USAA's Servicing Oversight Program to include one or more of the follow areas: loan servicing, collections, service transfers, loss mitigation, default management operations, handling escrow accounts, investor accounting, investor reporting, invoice reconciliation, claims filing, and/or credit monitoring. Responsible for leading all aspects of and supervising the oversight and sustainment of processes and compliance within the third-party sub-servicer activities including the development of oversight monitoring tasks and activities which drive significant risk and compliance management. Collaborates with key internal and external team members and serves as a primary point of contact and subject matter authority.

USAA values a culture that is highly collaborative, and we have found that a hybrid work type helps employees gain the best of both worlds – collaborating in-person in the office and working from home. The actual onsite days are settled between each employee and the employee’s manager. Candidates are expected to live a commutable distance from one of our offices in San Antonio, TX, Phoenix, AZ or Tampa, FL. This position also has the option to be remote.

Job Requirements

About USAA

USAA knows what it means to serve. We facilitate the financial security of millions of U.S. military members and their families. This singular mission requires a dedication to innovative thinking at every level.

Primary Responsibilities:

Identifies and manages existing and emerging risks that stem from business activities and the job role.

Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.

Follows written risk and compliance policies, standards, and procedures for business activities.

Leads and coordinates the development, implementation, oversight, and sustainment of programs that support effective risk and compliance management.

Owns, handles and maintains all aspects of the sub servicer, investor, client, and /or member issues through resolution for activities related to USAA's Servicing Oversight Program.

Proactively seeks opportunities to continuously build rapport and partnership with internal partners and the sub servicer. Develops successful relationships with vendor contacts and internal team members to provide strategic direction.

Facilitates monthly reviews for audit findings. Leads and coordinates the development of corrective action plans to address, implement changes, and summarize reports to demonstrate proactive steps for continual surveillance of servicing.

Coordinates and leads the root cause analysis and resolution to understand problems and ensure compliance with applicable servicing requirements.

Responsible for oversight and ongoing supervision of third-party vendor; Develops governance agreements with customers and suppliers and develops key risk monitoring processes, tasks, and risk and control self-assessments.

Effectively uses data analysis and test results to maintain proactive communication with senior management and monitors internal external customer opportunities to anticipate and satisfy changing internal and external customer needs.

Understands business objectives and provides strategic support, industry standard processes, and innovative solutions to ensure clients, investors and members are served quickly and accurately.

Partners with key collaborators such as Compliance/Legal, Process Excellence, Experience Owners, Operations, Business Controls, Vendor Management/GSD, and Reporting.

Monitors Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs) performance and works to develop, maintain, and report on critical KPI’s and KRI’s to senior leadership on a regular basis; Supports efforts to automate processes that enable key and critical KPIs.

Minimum Qualifications:

Bachelor's degree; OR 4 years of related mortgage service experience (in addition to the minimum years of experience required) may be substituted in lieu of degree (12 years total related experience).

8 years of mortgage related experience or vendor oversight experience within a financial services organization.

Extensive experience working in Residential Mortgage Servicing, including Loan Administration and/or Default Management.

Experience leading quality assurance or oversight activities.

Experience in audit, quality, or business requirements including GSE, Agency, State and Federal regulatory requirements.

Experience with quality management, process improvement, and problem-solving tools and methodologies.

Demonstrated experience with cross-functional internal and/or external collaboration.

Demonstrated experience leading and advising work with both internal and external partners in a highly collaborative environment.

Demonstrated critical thinking and knowledge of data analysis tools and other techniques and decision-making abilities, to include validated ability to effectively make and drive decisions.

Proactively identifies potential concerns and follows-up to resolve issues.

Knowledge and application of federal laws, rules, and regulations to include HMDA, TILA/REG Z, RESPA, FDPA, Reg AB, SCRA, FCRA, Reg X.

Preferred Qualifications:

4 years mortgage servicing experience.

Experience managing and/or working for a mortgage sub-servicer or providing oversight support within the mortgage industry.

Experience in member experience, call center/call center oversight, complaints management, FCRA/credit reporting and/or brand management.

Experience managing customer experience surveys or feedback (member satisfaction surveys, call monitoring and digital member facing communications).

Experience interacting with regulators, upper management and all lines of defense (Compliance, Legal, Audit).

Experience with process management to include risk identification, control creation and execution, issue management, and performance tracking.

Management or team lead experience.

The above description reflects the details considered necessary to describe the principal functions of the job and should not be construed as a detailed description of all the work requirements that may be performed in the job.


USAA has an effective process for assessing market data and establishing ranges to ensure we remain competitive. You are paid within the salary range based on your experience and market position. The salary range for this position is: $ $106,800 - $192,300*.

Employees may be eligible for pay incentives based on overall corporate and individual performance or at the discretion of the USAA Board of Directors.

*Geographical Differential : Geographic pay differential is additional pay provided to eligible employees working in locations where market pay levels are above the national average.

Shift premium will be addressed on an individual basis for applicable roles that are consistently scheduled for non-core hours.


At USAA our employees enjoy best-in-class benefits to support their physical, financial, and emotional wellness. These benefits include comprehensive medical, dental and vision plans, 401(k), pension, life insurance, parental benefits, adoption assistance, paid time off program with paid holidays plus 16 paid volunteer hours, and various wellness programs. Additionally, our career path planning and continuing education assists employees with their professional goals.

To see details on our outstanding benefits, visit USAA Total Rewards. (

Relocation assistance is not available for this position.


USAA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

If you are an existing USAA employee, please use the internal career site in OneSource to apply.

Please do not type your first and last name in all caps.

Find your purpose. Join our mission.

USAA is unlike any other financial services organization. The mission of the association is to facilitate the financial security of its members, associates and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. We do this by upholding the highest standards and ensuring that our corporate business activities and individual employee conduct reflect good judgment and common sense, and are consistent with our core values of service, loyalty, honesty and integrity.

USAA attributes its long-standing success to its most valuable resource: our 35,000 employees. They are the heart and soul of our member-service culture. When you join us, you'll become part of a thriving community committed to going above for those who have gone beyond: the men and women of the U.S. military, their associates and their families. In order to play a role on our team, you don't have to be connected to the military yourself – you just need to share our passion for serving our more than 13 million members.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.

USAA is an EEO/AA Employer - applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, protected veteran status or other status protected by law.

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