Senior Director of Default Servicing

About the Company

Valon’s mission is to empower every homeowner. We believe the journey of home ownership starts when you get your keys, but lasts far beyond. We’re creating a world where home ownership comes with ease, security, and financial know-how. Our growing team of engineers, operators, product enthusiasts, and experienced servicing professionals are leveraging technology to fundamentally improve the homeownership experience. Through mortgage servicing—the process of paying off one’s mortgage—Valon is taking the first step in transforming the industry one homeowner, and lender, at a time.

Default Servicing at Valon

The Default Servicing team powers all of the operations required to keep Valon running smoothly. From handling all servicing aspects related to Disaster Management, Foreclosure, Bankruptcy, HAF, Mortgage Assistance, Property Preservation, and Post-Sale.  The Default Servicing department ensures that homeowners are continuing to get a first-class experience with Valon, regardless of the loan status. 

About the Role

The Senior Director of Default Servicing is responsible for leading and managing end-to-end default servicing at Valon Mortgage. This position interfaces within all areas of servicing and is responsible for key initiatives around operational efficiencies, and risk mitigation and will play a vital role in leadership and the development of Valon’s operations teams to ensure that we stay true to our mission of championing homeowners. Senior Directors are fully responsible for the management and oversight of a given function within their line of business. They own the KPIs for said function and work with partners across operations and tech to define and prioritize initiatives to drive performance against those KPIs.

Responsibilities

• Define the end-to-end default servicing operations vision, including operating model, performance goals, KPIs, and operational controls
• Responsible for the business unit’s success in operational execution and driving strategic cross-functional decisions
• Provide strategic recommendations to the executive team and business unit regarding future steps that the team should take to support the vision provided.
• Work with stakeholders in Tech Co to provide operations context, subject matter expertise, and handle change management for new processes and product rollouts.
• Provide leadership, coaching, management, and guidance to the default organization, including both front-line managers and ICs
• Able to work in ambiguity to operationalize and improve operational efficiency at the ground level.
• Collaborate with the Sr. Leadership team to develop sustainable operations plans to achieve client satisfaction and create a first-class servicing experience for homeowners.
• Ensures processes and procedures are adequate to meet quality standards and are consistently applied and reviewed regularly.
• Ensure contractual client service standards are achieved or exceeded on a monthly basis.
• Respond to client or homeowner issues as they arise.
• Responsible for adhering to all regulatory guidelines, investor, insurer as well as State, and Federal regulatory compliance as well as Valon’s company policies.
• Proactively identifies opportunities and risks while overseeing the improvement of risk assessment and management practices.

Minimum Qualification

• 10+ years of mortgage default servicing senior leadership experience, overseeing a portfolio of GSE, GNMA, HELOC, & non-QM loans.
• Comprehensive experience managing all stages of delinquency, including direct oversight of loss mitigation, foreclosure, REO, and bankruptcy functions
• Extensive subject matter expertise across delinquency areas, including operational processes, regulatory requirements, and risk management strategies
• Demonstrated track record of building a high-performing organization, including overseeing multiple layers of management
• Exceptional communication and writing skills, with the ability to effectively convey complex concepts to diverse audiences
• Innovative thinking: ability to drive process improvement initiatives and implement best practices for enhanced productivity and service quality
• Strong analytical mindset
• Ability to build effective teams
• Stakeholder Management: Skilled in building and managing relationships with internal and external stakeholders, including vendors, investors, and regulatory bodies, to ensure alignment and compliance
• Skill in fostering cross-functional alignment and collaboration with teams and peers across the company to drive unified strategies and initiatives
• Ability to lead and implement complex change management processes to ensure seamless operational continuity and adaptability