Position Summary

The Manager, Loss Mitigation plays an important role in the organization by monitoring work for regulatory compliance and by performing several tasks related to the Loss Mitigation SPOC department. This role is primarily responsible for, under intermittent direction, managing the day-to-day activities of the LM SPOC team and monitoring reports to ensure the Loss Mitigation department is compliant with all laws, regulations, and policies and meeting productivity expectations. This role will ensure Loss Mitigation reviews and processes are conducted timely, accurately and in compliance with established investor, company, state and federal guidelines and regulations.

Candidates living in San Diego or Riverside County are expected to work from our office two days per week as part of a hybrid work schedule.

Compensation

This role is an exempt position with a Targeted Salary Range of $80,000 to $95,000 annually.

Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant's geographical location.

Essential Functions

• Review daily reporting for accuracy, proper documentation, and timely turn-around, review for any exceptions that pose audit related risks.
• Monitor staff pipeline reports for production levels and documentation; oversee the LM SPOC team's performance based on production and call quality expectations.
• Oversee and manage the development and review of policies and procedures related to servicing functions, within the scope of the servicing team. Policies and procedures updated at minimum annually or as required by regulatory changes.
• Responsible for maintaining M.L.O. Licensing and CEU (educational) requirements (approximately 40 hours annually) within the team, as needed.
• Respond to complaints/appeals by determining the merit, reviewing the appeal response letter draft, and ensuring it is brought to a satisfactory conclusion.
• Respond to escalations of borrower complaints, investor inquiries and litigation mediation.
• Respond to audit findings (both internal and external audits) and develop remediation a plan if needed.
• Manage department projects that encompass improvements and modifications to current processes, implementation of new processes, and skills training.
• Monitor LM SPOC calls to ensure adherence to Call Quality expectations, Regulatory requirements, and Investor guidelines.
• Implement performance management standards and provide timely feedback to employees to ensure company and business unit goals/expectations are met.
• Perform hiring activities in a fair and impartial manner to ensure all qualified candidates are properly vetted.
• Work closely with the leadership team to implement a Call Quality program and incentive structure that is effective, fair, and sustainable.
• Reinforce continuous improvement ideals and identify opportunities to meaningfully improve internal processes.
• Perform other duties, as assigned.

Qualifications

• High school diploma and some college, technical training or equivalent required; bachelor's degree in finance, business or a related field preferred, along with seven or more years total experience in mortgage default or loss mitigation, with at least four years in a supervisory role required.
• Expert-level knowledge of conventional and government mortgage loan documents, including overall processes and inter-relationships, standards and requirements, terminology, compliance, and regulatory requirements related to federal debt collection laws, Federal Bankruptcy Laws, and proper handling of other legal situations.
• Expert-level knowledge of Standard Operating Procedures, CFPB, FCRA and FDCPA preferred.
• Strong interpersonal and problem-solving skills.
• Highly organized and detail oriented; ability to work in a fast-paced, department-metrics-driven environment required.
• Advanced math skills required.
• Proficiency with basic internet searches, data entry, Microsoft Word, Excel, PowerPoint, and Outlook required.
• Familiarity with document retention software; AIQ or Blitzdoc preferred.
• 10-key by touch strongly preferred.
• Must exercise accuracy, alertness, good judgment, initiative, courtesy, tact, and patience.
• Well-developed written and communication skills; ability to be organized in a fluid environment.

Supervision

Number

Job Titles

Direct: 0 - 15

Loss Mitigation Supervisor, Loss Mitigation SPOC, Loss Mitigation Coordinator I, and/or Loss Mitigation Specialist.

Indirect: 25

Loss Mitigation SPOC, Loss Mitigation Coordinator, and/or Loss Mitigation Specialist.
• Works under general supervision, depending on experience level.
• Apply sound judgment and thinks critically about downstream impact of changes on processes and systems that impact department and Company policies and protocols.
• High level of independent thought and judgment.
• Manage multiple priorities in a deadline-driven environment.
• Leads with a strong sense of urgency and responsiveness.
• Travel: 0%

Requirements

Physical: Work is primarily sedentary; mobility in an office setting.

Manual Dexterity: Frequent use of computer keyboard and mouse.

Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation.

Environmental: Hybrid environment - no substantial exposure to adverse environmental conditions.

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

REQ#: MANAG018505