Default Supervisor

The Mortgage Servicing Default Supervisor is responsible for overseeing the day-to-day operations of the default servicing department, including delinquency management, loss mitigation, foreclosure, bankruptcy, property preservation, and investor compliance activities. This role leads a team of default servicing specialists to ensure timely resolution of delinquent accounts while maintaining compliance with federal, state, investor, and company guidelines. The supervisor drives operational efficiency, employee development, customer service excellence, and risk mitigation.

Duties and Responsibilities

Leadership and Team Management

Supervise, coach, and develop a team of default servicing professionals.

Monitor employee performance through quality reviews, productivity metrics, and regular feedback sessions.

Conduct performance evaluations and create development plans for team members.

Foster a culture of accountability, compliance, and customer-focused service.

Assist with workforce planning, scheduling, and workload distribution.

Default Servicing Operations

Oversee delinquency management activities from early-stage delinquency through foreclosure resolution.

Monitor loss mitigation efforts.

Ensure timely processing and administration of foreclosure and bankruptcy accounts.

Review escalated borrower issues and provide resolution support.

Compliance & Risk Management

Ensure adherence to applicable regulations, including CFPB, RESPA, FDCPA, FCRA, state servicing requirements, and investor guidelines.

Monitor departmental compliance with agency, investor, and company policies.

Identify operational risks and implement corrective action plans as needed.

Maintain accurate documentation and reporting to support compliance requirements.

Performance Management

Track and analyze key performance indicators (KPIs), including delinquency rates, loss mitigation effectiveness, foreclosure timelines, and service levels.

Prepare management reports and operational summaries.

Identify process improvement opportunities and implement workflow enhancements.

Partner with senior management to achieve departmental goals and strategic initiatives.

Customer Experience

Ensure professional and compliant borrower interactions.

Handle escalated customer complaints and regulatory inquiries.

Promote solutions that help borrowers avoid foreclosure when appropriate.

Support initiatives focused on borrower retention and customer satisfaction.

Qualifications

Education

Bachelor's degree in business, Finance, Accounting, or related field preferred.

An equivalent combination of education and mortgage servicing experience may be considered.

Experience

5 years of mortgage servicing experience.

2 years of supervisory or leadership experience within default servicing.

Strong knowledge of delinquency management, loss mitigation, foreclosure, bankruptcy, and investor requirements.

Experience working with agency, government, and private investor portfolios preferred.

Knowledge, Skills, & Abilities

Comprehensive understanding of mortgage servicing regulations and compliance requirements.

Strong leadership, coaching, and employee development skills.

Excellent analytical and problem-solving abilities.

Effective communication and conflict resolution skills.

Proficiency with mortgage servicing platforms and reporting tools.

Ability to manage multiple priorities in a fast-paced environment.

Strong attention to detail and commitment to operational excellence.