• Serve as the Single Point of Contact for assigned mortgage servicing clients for all retention-related initiatives. • Partner with clients to understand portfolio objectives, borrower engagement strategies, and retention goals. • Identify opportunities to implement revenue-generating programs across digital platforms, borrower portals, servicing systems, statements, IVR platforms, and related channels. • Provide consultative guidance on available products, enhancements, integrations, and communication options. • Clarify and document client requirements to ensure alignment on scope, objectives, deliverables, and timelines. • Develop and execute Statements of Work outlining deliverables, pricing, timelines, dependencies, and revenue expectations. • Coordinate contract updates, change requests, and program modifications. • Partner with Finance to establish accurate billing processes and ensure proper revenue recognition. • Monitor program utilization and ensure billing aligns with contracted services. • Lead cross-functional coordination across Marketing, IT, Operations, Compliance, Product, and Finance teams. • Define project scope and objectives to support retention initiatives. • Develop schedules to ensure timely completion of deliverables. • Facilitate status meetings and provide consistent updates to internal stakeholders and clients. • Track, document, and escalate service level concerns as appropriate. • Establish and monitor performance metrics associated with retention initiatives. • Maintain accurate reporting on implementation status, revenue impact, adoption, and performance trends.