Operations Manager, Default Support (remote possible)

First American; Virginia Beach (VA); Remote; USD 75,000 - 101,000; Full time

Job summary

A mortgage servicing company is seeking a Default Servicing Manager in Virginia Beach. Candidates should have over 5 years of experience in late-stage default mortgage servicing and possess strong problem-solving skills. The role involves overseeing compliance processes and managing risk incidents while ensuring timely service. Competitive salary ranging from $75,375 to $100,475 is offered, alongside a range of benefits including medical and retirement options.

Benefits

Medical insurance

Dental insurance

Vision insurance

401k

PTO

Stock purchase plan

Qualifications

• 5+ years of late-stage default experience within a Mortgage Servicing Organization.
• Strong knowledge of mortgage servicing and documentation.
• Ability to work independently and complete assignments within given parameters.

Responsibilities

• Oversee late-stage default processes to ensure compliance.
• Manage large-scale compliance roll-outs and risk incidents.
• Provide recommendations for process improvement.

Skills

Mortgage servicing knowledge

Problem-solving

Attention to detail

Excellent communication

Risk management

Tools

MSP

LoanSphere

Yardi (P260)

FHA Connection

Catalyst

Job description

Who We Are

ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for ten consecutive years. We have also earned awards as a best place to work for women, diversity, and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.

What We Do

ServiceMac is a sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability.

Position Overview

This position is accountable for performing and monitoring a variety of default loan servicing events within timelines and workflow processes on files. You will be responsible for developing process improvements in accordance with established work rules, goals, and objectives to enhance timelines and attorney performance. You are expected to establish and maintain procedures, foster a culture of team collaboration, accountability, operational excellence, and unwavering commitment to customer service and satisfaction.

PRIMARY DUTIES / RESPONSIBILITIES

• Extensive knowledge and understanding of all aspects of late-stage default mortgage servicing, including foreclosure, bankruptcy, property preservation, claims, and REO.
• Support late-stage default processes to ensure compliance with regulatory and client guidance by developing new processes or enhancing existing strategies.
• Oversee and respond to quality control, audit, and high-risk findings for late-stage default.
• Manage large-scale compliance roll-outs and risk incidents via project management.
• Monitor and identify trends or risks associated with the portfolio.
• Provide recommendations to management on process improvement opportunities to minimize risk exposure.
• Adhere strictly to departmental and business policies.
• Prioritize work to ensure timely and accurate resolution for external and internal partners.
• Stay current with pending regulatory and state law changes impacting processes.
• Diligently follow up on all outstanding requests and communications from partners.
• Manage exception reporting as key controls for risk minimization.
• Assist team members and other departments as needed.
• Implement departmental goals, objectives, and work standards.
• Apply policies and procedures in compliance with regulatory and statutory guidelines.
• Plan, organize, review, and evaluate activities of staff.
• Develop and coordinate work teams, review, recommend, and implement policy improvements.
• Lead staff recruitment, training, and professional development to maintain morale, productivity, and discipline.
• Handle complex problems requiring originality and in-depth evaluation.
• Exercise judgment within broad practices and policies to select methods and evaluation criteria.

MINIMUM REQUIREMENTS

• 5+ years of late-stage default experience within a Mortgage Servicing Organization.
• 5+ years of experience with GSE and GNMA investors and MI companies.
• Strong knowledge of mortgage servicing and documentation.
• Experience with MSP, LoanSphere, Yardi (P260), FHA Connection, Catalyst.
• Self-starter with problem-solving skills.
• Ability to research issues and obtain proper documentation promptly.
• Understanding of mortgage default processes such as foreclosure, bankruptcy, loss mitigation, eviction.
• Extreme attention to detail and ability to follow strict guidelines.
• Ability to work under pressure, meet deadlines, and provide excellent customer service.
• Ability to work independently and complete assignments within given parameters.
• Excellent communication skills, including coaching, motivating, and leading.

The pay range for this role is $75,375.00 - $100,475.00.

This range is an estimate of the base pay at the time of posting. Pay is influenced by knowledge, skills, experience, business needs, and location.

Disclaimer

The above statements describe the general nature and level of work performed by personnel in this role. They are not exhaustive. All personnel may be required to perform duties outside their normal responsibilities as needed.

What We Offer

We celebrate diversity, equity, and inclusion, fostering an authentic and inclusive workplace for all. Our benefits include medical, dental, vision, 401k, PTO, paid sick leave, and other benefits like an employee stock purchase plan.