The Director, Default is responsible for leading and managing a function within Default Operations which may include Call Center, SPOC (Single Point of Contact), Loss Mitigation, Foreclosure, Bankruptcy, REO, Claims, Default Administration, and Default Compliance. This position interfaces with all Loan Operations and is responsible for key initiatives around operational efficiencies, financial, staffing, and risk mitigation. In addition, this role plays a key part in leadership and development of Cenlar's line management teams and is an instrumental part of the leadership team, delivering and executing on Cenlar's business plan objectives.
Responsibilities:
Overall responsibility may include Collections, SPOC, Loss Mitigation, Foreclosure, Bankruptcy, REO, Claims, Loss Analysis, Default Administration, and Default Compliance
Develops and maintains staff planning forecast to recruit, develop and retain a cohesive staffing structure that motivates and builds a superior team
Collaborates with VP and SVP to develop a sustainable operations plan to achieve client satisfaction, and enhance borrower experience
Responsible for internal and external compliance within various areas of Default Servicing
Administers staff performance and compensation programs
Develops and prepares annual budgets and monitors monthly expenses; initiates controls to maintain expenses within budget
Responsible for oversight and operations management which may include Claims and Loss Analysis for all HUD, VA, USDA, Mortgage Insurance, and GSE claims
Partners with Vendor Management and Invoicing Departments
Responsible for and manages to performance metrics in a continuously improving environment
Establishes regular operational reporting that identifies gaps in attaining required service levels
Assures contractual client service standards are achieved or exceeded on a monthly basis
Oversees policy and procedure development and enhancement within Default, as needed
Measures and monitors key functional performance measures by department to increase income where applicable and improve service levels
Responds to client issues as needed
Proactively identifies opportunities and risks, while overseeing the improvement of risk assessment(s) and management practices
Responsible for Federal and State Regulatory compliance performance within various areas of the Operations
Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar's reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards
Ensure all activities are in accordance with Cenlar's approved risk appetite statement and applicable compliance and regulatory requirements.
Qualifications:
Bachelor's degree or equivalent experience
10+ years mortgage servicing experience
Progressive experience and significant exposure to all default areas of loan servicing; may include Collections, SPOC, Loss Mitigation, Foreclosure, Bankruptcy, REO, Claims, Default Administration, and Default Compliance
Excellent communication and people skills
Previous responsibility supporting a servicing portfolio of greater than 250,000 loans
Knowledge of regulatory agencies and guidelines
Strong analytical/financial analysis skills
Demonstrated success implementing technological solutions to improve productivity, increase customer service levels, or expand capacity are preferred
