Jay Ericson Email & Phone Number

Texas, United States

Washington, District Of Columbia, US

• Selected to lead enterprise transformation of the end-to-end Single-Family mortgage servicing business, designing the customer journey, capturing the voice of the customer (VOC), and creating a strategic “north star”.
• Established the COO's framework for measuring digital transformation at the board level, developing a reporting structure across LOBs for key metrics and leading a process reengineering workstream to drive business.
• Headed portfolio architecture, leading change and transformation programs – from problem statement definition and root-cause analysis through business process design, including a $20M program to modernize the.
• Accelerated digital transformation by implementing a new operating model for Agile teams that included a methodology to measure digital maturity and introduced a Digital Capability Framework that improved.
• Managed a transformation program across five LOBs, securing $600K in funding to enhance business information metadata models, resulting in streamlined product development and a shared business event model (220+ events).
• Increased transformation efficiency by designing and piloting a consolidated reference architecture content portal, reducing upfront discovery time by 50% and enhancing alignment across product and engineering teams.

Washington, District Of Columbia, US

• Oversaw performance, risk management, and strategy deployment for a national network of 850+ attorney firms managing 400K loans in collaboration with in-house Legal.
• Established performance visibility through surveillance processes, firm scorecards, and state benchmark analytics, leading to improved attorney performance and accountability.
• Developed and deployed a firm monitoring process using Six Sigma methodologies to track key performance metrics, achieving a 20% improvement across KPIs through root cause analysis and early intervention.
• Conducted attorney site visits, managed escalations, and collaborated with in-house Legal to execute strategy and drive remediation, strengthening partnerships with enhanced transparency.
• Led a FHFA-mandated restructuring of the national attorney network, increasing retained firms by 250% (from 250 to 850+), scaling capacity through optimized firm assignments and loan volume drivers, and conducting 350+.
• Created a data-driven culture using DMAIC principles, establishing KPIs, firm scorecards, and benchmarks that reduced credit losses and set best practices.

Washington, District Of Columbia, US

• Drove efforts to enhance servicer partner performance through improved process design, controls, and performance reporting.
• Introduced portfolio management field reporting to strengthen control and incident detection, establishing a consistent risk review process across top servicers.
• Development and roll-out of the Servicer Total Achievements and Rewards (STAR) program, a formal measurement framework for recognizing top-performing servicers in loss mitigation.
• Created a central business intelligence framework with executive reporting and peer benchmarking to assess servicer effectiveness for the National Servicing Organization that enabled strategic action planning.
• Administered incentive programs by defining servicer stretch goals, tracking monthly outcomes, and establishing quarterly loss mitigation targets.
• Managed servicer escalations addressing 150+ issues monthly, and led central risk management governance for SOX controls, operational incidents, policy & procedure change management, and internal audit coordination.

Minneapolis, Minnesota, US

• Led enterprise performance and business intelligence, additionally accountable for back-office operations, loss mitigation and customer service, designed executive reporting and dashboards while managing cost center.
• Headed strategic planning and analysis for a 2.5M loan portfolio and 1,400 FTEs, directly supporting the COO. Delivered budget, staffing, and month-close performance reports, and established KPIs, targets, and insights.
• Led offshore operations and workflow design, establishing Sourcepoint (formerly ISGN) as an outsourcing provider in India to handle back-office document support, processing 25,000 documents monthly and enhancing.
• Launched a Six Sigma Quality initiative, defining CTQ goals and KPIs to improve process alignment, resulting in a standardized monthly operating report (OpCo) for the operating committee.
• Accountable for leading customer service, loss mitigation, vendor management, and document control, fostering a culture of continuous improvement.

Minneapolis, Minnesota, US

Minneapolis, Minnesota, US

Minneapolis, Minnesota, US

Mclean, VA, US

San Diego, CA, US

Master Of Arts - Ma, Industrial And Organizational Psychology

Bachelor Of Arts - Ba