Mortgage Loan Default Operations

This position will report to the Vice President – Head of Servicing. The person in this role will shadow the Vice President Mortgage Loan Default Operations; train on all their functions and act on their behalf when out of the office.

The Mortgage Loan Default will be a partner for strategic leadership, oversight, and reduction of risks for default servicing activities, including delinquency management, collections, loss mitigation, foreclosure, bankruptcy, claims administration, and liquidation strategies. This includes strengthening internal controls, and ensuring compliance with investor, agency, and regulatory requirements.
They develop and implement proactive delinquency management controls and default resolution strategies designed to minimize losses, improve portfolio performance, maximize home retention opportunities, and mitigate operational risk.

Responsibilities and Duties:
Strategic Default and Delinquency Management
• Develop and execute comprehensive default servicing strategies that effectively manage delinquency, reduce portfolio losses, improve cure rates, and enhance borrower outcomes.
• Monitor portfolio performance, delinquency trends, roll rates, cure rates, loss severity, foreclosure timelines, and servicing costs to identify areas of risk and opportunity.
• Establish performance objectives and action plans to improve delinquency management effectiveness and mitigate loss exposure.
• Drive strategy for early intervention and borrower engagement strategies that support home retention while protecting investor interests and reducing portfolio risk.
• Analyze portfolio data and market trends to proactively identify emerging risks and recommend strategic actions.
Risk Management, Compliance, and Controls
• Deep understanding of FHA, VA, USDA, Fannie Mae, Freddie Mac, Ginnie Mae, and state regulatory requirements.
• Knowledge of mortgage debt collection practices, Chapter 7 and 13 Bankruptcy Laws, Fair Credit Collection Practices, and applicable laws, regulations, procedures and policies of Fannie Mae, Freddie Mac, FHA, USDA, VA and MI companies.
• Knowledge of PMI claims procedures.

• Ensure appropriate controls and documentation are maintained to support servicing operations and minimize risk exposure.
• Monitor compliance performance to drive timely identification and resolution of servicing deficiencies.
Operational Leadership
• Direct oversight and management of all default servicing operations, including loss mitigation, collections, foreclosure, bankruptcy, claims, and property preservation.
• Develop and implement process improvements designed to enhance operational efficiency, strengthen controls, and reduce losses.
Reporting and Performance Management
• Develop and maintain executive reporting and dashboard metrics that provide transparency into portfolio performance, delinquency trends, compliance results, and loss exposure.
• Provide regular reporting and strategic recommendations to management regarding portfolio risks, mitigation strategies, and performance improvement opportunities.
• Utilize data analytics to support decision making, resource planning, and strategy development.
Team Leadership and Development
• Recruit, develop, coach, and retain high-performing default servicing professionals.
• Foster a culture of accountability, compliance, risk awareness, operational excellence, and continuous improvement.
• Ensure staffing and organizational structure effectively support business objectives and departmental needs.
Contribute to the effort of the Bank by performing other duties as assigned.

• Bachelor’s degree or equivalent combination of education and industry experience.
Experience
• Six to eight years of progressive Default Servicing experience with significant exposure to default servicing operations.
• 5+ years of leadership experience managing default servicing.
• Proven experience developing delinquency management strategies, loss prevention initiatives, and operational risk controls.
• Strong understanding of collections, loss mitigation, foreclosure, bankruptcy, claims administration, and investor requirements.
• Experience managing regulatory examinations, audits, compliance programs, and operational performance initiatives.
Knowledge, Skills, and Abilities
• Extensive knowledge of mortgage servicing regulations, default servicing practices, and investor guidelines.
• Strong understanding of risk management principles, compliance frameworks, and operational controls.
• Demonstrated ability to analyze portfolio performance and develop strategies that mitigate risk and reduce losses.
• Advanced leadership, communication, and stakeholder management skills.
• Strong analytical and problem-solving capabilities with experience leveraging data to drive performance improvements.
• Strong verbal communication skills as evidenced by the ability to interact both face-to-face and over the telephone with customers and co-workers.   Demonstrated ability to use tact, diplomacy and a professional personal appearance when dealing with customers and co-workers.

• Ability to initiate work activities and exercise independent judgment when managing in-direst staff and determining department goals.

Mortgage Loan Servicing Platform – LoanServ preferred
Computer skills
Basic Excel
Word
Email
Telephony Equipment

Ability to adjust scheduled working hours during various times of the month in order to facilitate telephone contact with delinquent customers.