Principal, Claims & Advance Management (Claims, Loss Analysis, Contract Recovery, & Invoicing)

The Principal, Claims & Advance Management 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 with extensive knowledge of mortgage servicing advances, claims management, loss analysis, repurchases, contract recovery, and associated reimbursement operations.

Reporting to the Director of Servicing Product, this role partners closely with Product and Engineering to ensure that platform functionality accurately reflects real-world servicing operations, regulatory requirements, and investor expectations. Within the broader servicing product organization, this role serves as the primary domain subject matter expert and is responsible for translating Claims, Loss Analysis, Contract Recovery, Repurchase, and Invoicing expertise into clear requirements, workflows, controls, and testing input for Product and Engineering. The Principal plays a critical role in validating that business rules, functional requirements, workflows, and edge cases are intentionally designed and not implicitly assumed.

Product and Operational Alignment

• Ensure product design reflects real servicing operations, including regulatory and investor requirements.
• Translate operational processes into clear product requirements, business rules, controls, and system logic.
• Ensure Claims, Loss Analysis, Contract Recovery, Repurchase, and Invoicing activities are handled accurately across all standard and exception scenarios, with appropriate controls, traceability, and auditability.
  
  

End-to-End Workflow Definition and Validation

• Define and validate end-to-end (E2E) workflows across advance domains.
• Document workflows across happy paths and edge cases, ensuring intentional handling of exceptions.
• Validate completeness and consistency of rules, logic, and dependencies across upstream and downstream systems.

Product Translation & Requirements Definition

• Convert servicing domain expertise into actionable product requirements, business rules, workflow definitions, and system logic.
• Evaluate trade-offs across compliance, scalability, operational complexity, and speed to market.
• Surface risks early, particularly related to financial controls, regulatory compliance, and investor reporting.
  
  

Engineering Partnership and Delivery Support

• Partner closely with Product and Engineering teams during backlog refinement, solution design, and implementation planning to clarify requirements, validate business rules, refine workflows, and support functional decision-making.
  
  

Testing, Validation, & Automation Contribution

• Contributes to the development of known-answer and scenario-based test cases for advance workflows.
• Validate system behavior and outputs against expected financial, operational, and regulatory 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 advance management domain logic.
  
  

Functional Ownership: Claims & Advance Management Requirements

• Serve as the business and operational owner for mortgage servicing advance-related functions, including:
• Corporate advances
• Escrow advances
• Principal & interest (P&I) advances
• Investor and insurer reimbursement processes
• Claims management and recovery operations
• Loss analysis and reimbursement tracking
• Repurchase coordination and resolution
• Contract recovery workflows
• Advance accounting operational requirements
• Invoicing
• Define future-state operational models, servicing workflows, and business capabilities required to support scalable advance management operations.
• Provide subject matter expertise on servicing advance regulations, investor requirements, insurer requirements, reimbursement timelines, and operational controls.
• Partner with leadership to establish strategic direction, prioritization, and roadmap recommendations for advance management capabilities.
• Ensure advance-related workflows support traceability, reconciliation, recoverability, and audit readiness across servicing and accounting processes.
  
  

Claims, Recovery, & Reimbursement Management

• Define operational frameworks and business processes supporting:
• FHA, VA, USDA, and investor claim processes
• MI claims and reimbursements
• Bankruptcy-related recoveries
• Foreclosure and liquidation-related recoveries
• Repurchase and indemnification tracking
• Recoverable expense management
• Establish operational standards and business controls for claim lifecycle management, reimbursement tracking, reconciliation, and recovery monitoring.
• Support definition of exception handling, escalations, audit support, and operational reporting requirements.
  
  

Flexible Domain Contribution

• Partner closely with Default, Escrow, Cash, Accounting, Customer Service, Compliance, and Investor Reporting to ensure consistent handling of payment application impacts, escrow funding, shortage/surplus scenarios, and exception workflows across the servicing lifecycle.
• 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.

• 8+ years in mortgage servicing advance management operations (AVP preferred; VP considered).
• Deep expertise in servicing advances, claims, recoveries, default servicing, or related operational domains.
• Strong knowledge of: Mortgage servicing operations, Investor and insurer reimbursement processes, FHA, VA, USDA, FNMA, FHLMC, and Ginnie Mae servicing requirements, Advance management operational practices, Claims and recovery workflows, Repurchase and indemnification processes.
• Proven functional leadership across cross-functional teams, including Technology, Operations, and external partners.
• Demonstrated ability to translate complex advance management processes into clear business requirements, controls, workflows, and test scenarios for Product, Engineering, and QA teams.
• Strong analytical, organizational, and problem-solving skills.

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.

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