Attend, schedule, and facilitate meetings, assign takeaways, and track progress statuses, as needed to support business operations and project initiatives Assist manager in preparing executive updates on all programs and projects to keep the leadership and management teams well informed Oversight of subservicer performance specific to customer impact and experience Customer survey (CSAT) management, facilitation, feedback, and resolution, Customer complaints overview and escalation monitoring Analyze and report on key customer experience outcomes from subservicer Develop/review/manage project plans and issues & risks, drive issue resolution, allocate and direct other resources to accomplish project tasks, and maintain control over the project(s) Perform other duties and assignments as required, inclusive of other Mortgage Servicing Oversight and Operational responsibilities as the need arises based on role transition or for backup purposes. Job Responsibilities: Serve as support between our financial client and Subservicer for all MSO initiatives, working closely with Capital Markets Leadership and key support partners, to ensure timely and accurate implementation Work and collaborate with Legal, Sourcing, and leadership on contract reviews and statement of work (SOW’s) Utilize MS Word and Planner for procedure creation, maintenance, and adherence as it relates to roles and responsibilities impacting Mortgage Servicing, inclusive of ensuring proper Legal and Compliance review and non-objections obtained, when applicable.