Throughout her 20-year career with MCAP, Sara has progressed through a series of roles, bringing with her new experiences, skills and connections that have helped her thrive in the next new position. An advocate for ongoing learning and seizing opportunities, Sara has shaped her journey with the broad range of support available at MCAP.
A Steady Career Progression
Sara’s career at MCAP reflects a consistent progression of learning and leadership. Having started with the Origination team in an administrative role, she then became a Mortgage Fulfillment Specialist (known today as a combination of a Closing Coordinator and Document Specialist). She then moved into the Learning & Development team within Origination. “In this role, I had the opportunity to leverage all that I had learned and share it with new employees – and become part of their journey,” she says.
Her next position was a leadership role within the sub-servicing origination team before making her way into Servicing and leading the Quality Assurance team. That role evolved organically and over the course of the next couple of years, she was leading various teams within Shared Services in different capacities. When the opportunity of Senior Director came up, it was a natural step for Sara.
Providing Foundational Support
One of the things Sara enjoys most about her role is the vital support Shared Services provides to teams across Single Family Servicing Operations.
“My role gives me a unique vantage point to gain insights into different departments which has allowed me to continue to build valuable cross-functional connections.”
This includes Learning & Development, which designs and delivers both onboarding training for new hires and development training for existing employees; Workforce Management, responsible for coverage and service levels within the MCAP contact centre; and Quality Assurance, which evaluates customer interactions to ensure compliance, accuracy and service with an aim of optimizing individual and team performance.
“My role gives me a unique vantage point to gain insights into different departments – not just within Servicing, but across MCAP as a whole – which has allowed me to continue to build valuable cross-functional connections,” Sara explains.
A strategic and operational leader, Sara’s oversight of support functions enables her to ensure they align with business goals and deliver consistent, high-quality support to MCAP’s frontline Servicing teams.
People, Opportunities and Training: A Framework of Support
Sara credits MCAP – which she calls a “pillar of support” – for her ability to advance through the organization. More than a single resource, MCAP offers opportunities, skill development and meaningful connections, all of which have helped Sara get to where she is today.
“MCAP has always been a pillar of support when it comes to learning and development. There has always been a focus on making training available – either internally with the L&D team, externally via a third party, with guest speakers at Development Day or through independently-led LinkedIn learning,” she explains.
“MCAP has always been a pillar of support when it comes to learning and development.”
Sara has made the most of these opportunities – from taking on a new project to leading a new team or attending training. “All of these things will help in your career advancement,” she says, encouraging others to follow suit. “Be curious” is her best career advice.
But training alone isn’t the whole story. “I have a great support system in my peers and leaders. I have been lucky to have built these relationships over the course of my career,” Sara shares.
It's the combination of people and training that has had the greatest the impact for Sara. She reveals that having open and honest conversations with leaders and mentors about strengths and weaknesses has allowed her to focus her efforts and her growth.
“I have a great support system in my peers and leaders. I have been lucky to have built these relationships over the course of my career.”
Sara encourages others to surround themselves with people who challenge and support them and genuinely want to see them succeed. “This is something I truly appreciate about MCAP as it shows we are investing in our biggest asset – our people.”
