Walk-in || Default Claims Team Lead

Job Summary

The Default Servicing Team Leader is responsible for leading and managing a team of default servicing specialists who handle delinquent and defaulted mortgage loans. This role ensures compliance with investor, regulatory, and company requirements while driving operational excellence, customer service, risk mitigation, and portfolio performance. The Team Leader provides coaching, performance management, workflow oversight, and stakeholder engagement to achieve departmental objectives.

Key Responsibilities

Team Leadership & People Management

• Lead, motivate, and develop a team of default servicing associates/specialists.
• Conduct regular coaching sessions, performance reviews, and career development discussions.
• Monitor productivity, quality, service levels, and compliance metrics.
• Create a high-performance culture focused on customer outcomes and operational excellence.
• Manage staffing, scheduling, workload balancing, and resource planning.

Default Servicing Operations

• Oversee servicing activities related to delinquency management, loss mitigation, foreclosure, bankruptcy, claims, property preservation, and investor reporting.
• Ensure timely and accurate processing of default servicing transactions.
• Review escalated borrower issues and drive timely resolution.
• Monitor aging and exception reports to ensure adherence to service level agreements (SLAs).
• Support implementation of process improvements and operational efficiencies.

Compliance & Risk Management

• Ensure compliance with investor guidelines, regulatory requirements, and internal policies.
• Maintain awareness of mortgage servicing regulations, including CFPB, FHA, VA, Fannie Mae, Freddie Mac, and state-specific requirements.
• Identify operational risks and implement appropriate controls.
• Support internal and external audits, quality reviews, and compliance examinations.