Default Services Manager

SUMMARY

The Default Services Manager provides executive leadership for the Bank's default servicing organization, establishing strategic direction, governance, and operational excellence across all default functions. This role is accountable for developing long-term servicing strategies, leading organizational growth, managing departmental leaders, and ensuring regulatory compliance while balancing borrower assistance, portfolio performance, and financial risk. The role serves as a key member of the servicing leadership team, partnering with executive leadership to drive business objectives, organizational initiatives, and continuous improvement.

JOB DUTIES AND ESSENTIAL FUNCTIONS

• Develop and execute the overall default servicing strategy, aligning with company goals and risk tolerance

• Oversee end-to-end default lifecycle, including early-stage delinquency through asset resolution

• Lead and mentor department leaders across collections, loss mitigation, foreclosure, bankruptcy, claims, and REO

• Establish performance objectives, KPIs, and reporting frameworks to measure success

• Drive a culture of compliance, customer-centricity, and operational excellence

• Ensure effective collections strategies and borrower outreach programs

• Direct loss mitigation programs, including repayment plans, modifications, short sales, and deed-in-lieu transactions

• Oversee foreclosure timelines and processes to ensure compliance and efficiency

• Manage bankruptcy processes in accordance with legal and regulatory requirements

• Supervise REO disposition and asset recovery strategies

• Monitor portfolio performance, delinquency trends, roll rates, and liquidation metrics

• Ensure compliance with CFPB, RESPA, FDCPA, state foreclosure laws, and investor/insurer guidelines (Fannie Mae, Freddie Mac, FHA, VA, USDA)

• Partner with Compliance, Legal, and Risk teams to mitigate operational and regulatory risk

• Oversee audit responses, regulatory exams, and internal quality control reviews

• Maintain up-to-date knowledge of evolving regulatory requirements and industry best practices

• Manage and oversee third-party vendors, including foreclosure attorneys, trustees, and asset management firms

• Negotiate vendor contracts and monitor performance against SLAs and KPIs

• Collaborate with internal stakeholders such as servicing, finance, capital markets, and customer experience team

• Identify opportunities to reduce losses, improve recoveries, and increase operational efficiency

• Provide executive-level reporting and presentations to senior leadership

• Identify and implement process improvements to enhance scalability, accuracy, and compliance

• Sponsor and support system enhancements and digital transformation initiatives

• Leverage analytics and reporting to drive decision-making and performance optimization

• Maintains regular and punctual attendance to support business operations and ensure reliability in meeting departmental needs

• Perform other duties and special projects assigned to support organizational objectives and enhance operational efficiency

WORKING CONDITIONS

• Prolonged periods of sitting at a desk and working on a computer
• Occasional walking, standing, bending, squatting, reaching, and twisting
• Frequent use of hands and fingers for keyboarding and document handling
• Frequent use of computer screens for extended periods of time
• Ability to communicate effectively via phone and video conferencing (hearing and speaking clearly)
• Ability to lift small office items (e.g., files, documents, laptops) up to 10–15 pounds, if necessary

PHYSICAL DEMANDS

• Prolonged periods of sitting at a desk and working on a computer
• Occasional walking, standing, bending, squatting, reaching, and twisting
• Frequent use of hands and fingers for keyboarding and document handling
• Frequent use of computer screens for extended periods of time
• Ability to communicate effectively via phone and video conferencing (hearing and speaking clearly)
• Ability to lift small office items (e.g., files, documents, laptops) up to 10–15 pounds, if necessary

QUALIFICATIONS

• Experience managing high-volume, multi-state default portfolios
• Strong background in regulatory exams
• Familiarity with digital servicing tools and borrower engagement platforms
• Experience with mortgage servicing systems (e.g., MSP, Sagent, or equivalent)
• Proficiency in reporting tools and data analytics platforms
• Advanced knowledge of default reporting, KPIs, and performance metrics
• Six Sigma, Lean, or process improvement certification