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Mortgage Default Specialty Operations (DSO) Manager
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Full-time
- In the Mortgage Default Specialty Operations (DSO) Manager role, you will report directly to the Head of Consumer Solutions Delivery (i.e., Mortgage Default) and lead a team of 3-6 professionals to own programs that span across default operations including the customer complaint response and analysis program, audit and exam management, and risk issue management.
- The mortgage default area includes collections, loss mitigation, foreclosure and bankruptcy with ~240 FTE across internal and external vendor teams.
- In this role, you will collaborate with Mortgage Default Operations leaders, Strategy and Support teams, Mortgage Servicing, and senior management to drive performance and control to deliver exceptional customer experience, strong performance for investors, and a well-controlled risk environment with engaged colleagues.
- The Mortgage Default Specialty Operations (DSO) manager will lead escalated complaint program including resolution, trending, root cause analysis and reporting; intake and implementation of new customer assistance programs across investors; response, coordination and communication for internal audit, regulatory exams and investor (GSE/GNMA) reviews/audits; and risk issue remediation across mortgage default operations in conjunction with operations and support partners.
- Minimum of 5 years of Mortgage Default Servicing leadership experience required; minimum 10+ years mortgage servicing and default experience
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