Job DescriptionIn this role, you will lead the day-to-day operations of our
Loss Mitigation portfolios across mortgage and home equity products. You will manage a team of approximately 36 associates (internal and external), partner closely with Strategy, Product, Risk, Compliance, and Senior Leaders, and take ownership of outcomes-performance, risk, customer experience, and financial results.
What You'll DoLead, Develop, and Inspire- Build, coach, and lead a high-performing team with a strong focus on accountability, engagement, and continuous development
- Foster a culture of ownership, collaboration, and customer-centric decision making
- Set clear expectations and operating rhythms that enable the team to deliver consistent, high-quality results
Drive Operational Excellence (Hands-On Leadership)- Own day-to-day loss mitigation operations, ensuring efficient pipeline management, timely execution, and adherence to investor and regulatory guidelines
- Actively identify breakdowns, inefficiencies, and risk points-and personally drive solutions to resolution
- Lead continuous improvement efforts using Lean, Agile, automation, and digital tools to improve execution, reduce rework, and enhance customer experience
Risk, Compliance & Governance- Maintain a strong control environment across end-to-end processes, proactively identifying regulatory, investor, operational, and reputational risks
- Lead remediation of audit, QA/QC, and compliance findings through timely, sustainable corrective actions
- Ensure full compliance with GNMA/FHA, VA, USDA investor guidelines and internal policies
Stakeholder & Vendor Leadership- Serve as a trusted partner to senior leaders, Product Owners, Strategy, Legal, Compliance, Claims, and Accounting teams
- Provide oversight and governance for key vendor partnerships, holding partners accountable for performance, risk management, and service delivery
- Prepare and present performance metrics, trends, and improvement outcomes to senior management
Operational & Financial Accountability- Oversee investor requirements and loan modification document execution
- Manage departmental expenses, staffing, and productivity to achieve strong operational and financial outcomes
- Integrate new tools, technologies, and vendors that advance operational excellence and customer outcomes
What We're Looking ForRequired Qualifications- 5+ years of leadership experience in mortgage Loss Mitigation, with demonstrated ownership of operational results
- Strong expertise in loss mitigation programs, including modifications
- Proven ability to lead teams in a highly regulated, high-volume servicing environment
- Demonstrated willingness to be hands on-personally identifying issues, driving root-cause analysis, and executing solutions
- Strong written and verbal communication skills, with the ability to translate complex policy into clear, actionable guidance
Technical & Industry Expertise- Deep knowledge of default servicing regulations (CFPB, RESPA, HUD)
- Experience with mortgage servicing platforms such as MSP, BitB, SIP
- Strong understanding of investor/insurer guidelines and their impact on workout options and timelines
- Ability to interpret title, clearance requirements, and borrower hardship documentation
Analytical & Problem-Solving Skills- Strong analytical mindset with experience reviewing loan-level data, identifying trends, and performing root-cause analysis
- Ability to assess risk, evaluate options, and make disciplined decisions in complex situations
Preferred Qualifications- 8-10 years of mortgage default servicing experience, including at least 5 years in a leadership role
- Professional certifications such as Certified Mortgage Servicer (CMS) or FHA DE Certification
Hours and Work ScheduleHours per Week: 40
Work Schedule: Monday-Friday - 4 days in office - Glen Allen, VA or Irving, TX
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