Senior Director of Default Servicing

Default Servicing at Valon

The Default Servicing team powers all of the operations required to keep Valon running smoothly. From handling all servicing aspects related to Disaster Management, Foreclosure, Bankruptcy, HAF, Mortgage Assistance, Property Preservation, and Post-Sale.  The Default Servicing department ensures that homeowners are continuing to get a first-class experience with Valon, regardless of the loan status. 

About the Role

Responsibilities

• Define the end-to-end default servicing operations vision, including operating model, performance goals, KPIs, and operational controls
• Responsible for the business unit’s success in operational execution and driving strategic cross-functional decisions
• Provide strategic recommendations to the executive team and business unit regarding future steps that the team should take to support the vision provided.
• Work with stakeholders in Tech Co to provide operations context, subject matter expertise, and handle change management for new processes and product rollouts.
• Provide leadership, coaching, management, and guidance to the default organization, including both front-line managers and ICs
• Able to work in ambiguity to operationalize and improve operational efficiency at the ground level.
• Collaborate with the Sr. Leadership team to develop sustainable operations plans to achieve client satisfaction and create a first-class servicing experience for homeowners.
• Ensures processes and procedures are adequate to meet quality standards and are consistently applied and reviewed regularly.
• Ensure contractual client service standards are achieved or exceeded on a monthly basis.
• Respond to client or homeowner issues as they arise.
• Responsible for adhering to all regulatory guidelines, investor, insurer as well as State, and Federal regulatory compliance as well as Valon’s company policies.
• Proactively identifies opportunities and risks while overseeing the improvement of risk assessment and management practices.

Minimum Qualification

• 10+ years of mortgage default servicing senior leadership experience, overseeing a portfolio of GSE, GNMA, HELOC, & non-QM loans.
• Comprehensive experience managing all stages of delinquency, including direct oversight of loss mitigation, foreclosure, REO, and bankruptcy functions
• Extensive subject matter expertise across delinquency areas, including operational processes, regulatory requirements, and risk management strategies
• Demonstrated track record of building a high-performing organization, including overseeing multiple layers of management
• Exceptional communication and writing skills, with the ability to effectively convey complex concepts to diverse audiences
• Innovative thinking: ability to drive process improvement initiatives and implement best practices for enhanced productivity and service quality
• Strong analytical mindset
• Ability to build effective teams
• Stakeholder Management: Skilled in building and managing relationships with internal and external stakeholders, including vendors, investors, and regulatory bodies, to ensure alignment and compliance
• Skill in fostering cross-functional alignment and collaboration with teams and peers across the company to drive unified strategies and initiatives
• Ability to lead and implement complex change management processes to ensure seamless operational continuity and adaptability

Ideal Background

• Ability to manage teams and concurrent workflows in an effective, efficient, and organized manner
• Experience in dynamic, fast-paced environments, especially within high-growth organizations, demonstrating adaptability and resilience under evolving demands
• Strong analytical, problem-solving, and data-driven decision-making skills, with a consistent record of resolving complex challenges
• Serves as the primary point of support and escalation for the team, proactively addressing issues and protecting team focus, while ensuring swift resolution of any problems that arise
• High adaptability to change, thriving in environments with evolving priorities and maintaining composure and direction under pressure
• Customer-centric approach to team management, ensuring that all workflows and outputs reflect a commitment to quality and client satisfaction
• Commitment to Compliance and Risk Mitigation: Strong understanding of regulatory requirements and experience embedding compliance and risk management into daily operations and strategic initiatives
• Recognized company-wide as a subject matter expert in their areas of responsibility, providing authoritative guidance and serving as a go-to resource for specialized knowledge.

What We Can Offer 

• Compensation: competitive salary with a meaningful stake in the company via equity, and 401k plan
• Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits
• Commuter benefits: We offer pre-tax deductions for public transportation, rideshare services, and parking expenses to make your commute more affordable and convenient.
• Grow together: Company wide orientation for you to successfully onboard and other learning & development opportunities including regular review cycles that feature 360 degree feedback
• Play together: quarterly budgets for team and company outings. Use it for team swag, cooking classes, or team dinners!
• Generous time off: flexible paid time off, sick days, and 11 company holidays
• Baby bonding time!: 12 weeks off for both birthing and non-birthing parents - fully paid so you can focus your energy on your newest addition