SENIOR MANAGER OF DEFAULT SERVICES

Description

The Senior Manager of Default Management is responsible for ensuring the effective delivery of day-to-day operations in the areas of loss mitigation, foreclosure, bankruptcy, and related areas. Responsible for driving operational excellence, with a sharp focus on improving quality and designing systems to support an environment of continual successful execution. This position will establish quality control procedures over the various tasks in the department so that adherence to service level agreements is achieved. This position reports directly to the SVP of Operations.

Requirements

Major Duties and Responsibilities

• Improve operational agility, throughput, and quality of service, while exercising cost discipline and properly managing operational risk. 
• Develop quality management plans and related control mechanisms designed to ensure quality and enforce compliancy with organizational, client, and regulatory standards.
• Benchmark departmental key performance metrics against the industry, recommending strategies to improve our value proposition.
• Mentor members of the team and improve teammate accountability by ensuring measurable goals exist, development plans are in place, and training programs are current. 
• Provide a structured and consistent approach towards coaching and provide feedback timely. 
• Cooperate with routine exams and audits conducted by state and federal examiners, and internal risk partners. Implement remediation strategies. 
• Respond to and resolve third-party complaints received from the CFPB, Better Business Bureau, attorney generals, or congressional leaders. 
• Manage third-party relationships so that contractual performance is achieved. Properly manage risk, and mine for additional capabilities. 
• Lead business transformation initiatives.
• Use technology to improve process efficiency and quality of service; embrace and implement opportunities for automation. 

Supervisory Requirements:

• Responsible for mentoring, coaching, motivating, and evaluating staff. 
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and directing work; mentoring and appraising performance; addressing complaints and resolving problems. 
• Utilizes available system reporting and develops additional monitoring tools to manage exceptions to standards.
• Manages the department’s staff including appropriate employee evaluations that identify employee strengths and weaknesses; makes training and coaching available to improve staff professional skills; provides exceptional customer service on an internal and external basis.
• Directs and coaches’ staff in a positive and encouraging fashion.
• Proposes and then implements annual department goals and employee goals; routinely measures actual departmental/employee performance to the goals.
• Assesses the developmental needs and career paths of staff and make recommendations for their advancement as appropriate.

Additional Expectations:

• Provide a professional example, demonstrate accuracy and consistency in work performance.
• Respect teammates.
• Participates and is an active team member by assisting others.
• Communicates in a courteous manner.
• Offers solutions rather than complaints to resolve issues promptly.
• Keep management informed of pertinent information. 
• Communicate openly and often.
• Maintains the quality and integrity of the services provided by the department.
• Supports the overall goals of the Company and that services are delivered professionally and efficiently.
• Create an atmosphere within the organization that attains and maintains a high level of morale and embraces our Vision-Mission-Values and our Goals and Objectives “VMVGO”.
• Embrace change without resistance and adapt quickly, however do provide feedback when necessary.

Independent Judgment

• Regularly exercising discretion and independent judgment on critical business-matters that can have a significant financial impact.

Requirements & Qualifications

• Bachelor’s Degree in business, finance, or related degree program or Associates degree with extensive experience. 
• 5+ years’ experience working in mortgage servicing operations in the loss mitigation area.
• Deep functional knowledge of servicing GSE mortgage programs. FHA experience preferred.
• Comprehensive knowledge of state and federal regulations, including: CFPB, UCC, FDCPA, FCRA, and GLBA.
• Practical experience working with Black Knight’s MSP platform or a si