Head of Mortgage Early-Stage Default Operations

Truist • Richmond, VA

4d

About The Position

The Head of Mortgage Early-Stage Default Operations is responsible for the end-to-end oversight of early-stage delinquency and default activities, from collections through loss mitigation. This role leads Payment Solutions (Collections), Home Preservation (Single Point of Contact), Default Command Center and Loss Mitigation functions to ensure operational effectiveness, regulatory compliance, and adherence to investor and legal requirements. Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

Requirements

• Bachelor’s degree or equivalent professional experience
• Minimum of ten years of management and leadership experience
• Strong analytical and problem-solving skills with the ability to interpret complex business and risk scenarios
• Proven ability to lead large-scale initiatives and manage priorities in a dynamic environment
• Excellent interpersonal and communication skills, with the ability to engage effectively at all organizational levels
• Demonstrated expertise in risk management, issue identification, and execution of corrective action plans
• Experience preparing and delivering presentations to executive leadership and regulators
• Strong vendor management experience
• Proficiency with Microsoft Office and standard business applications
• Deep knowledge of CFPB guidelines, RESPA, FDCPA, and GSE default servicing standards

Nice To Haves

• Master’s degree in a business-related field
• Experience in process improvement, change management, operational controls, and audit support

Responsibilities

• Portfolio and Default Management Oversee the full early-stage default lifecycle, including collections and loss mitigation activities such as loan modifications and short sales. Ensure consistent execution of servicing strategies aligned with regulatory, investor, and insurer requirements.
• Operational Leadership Provide leadership to front-line teams and management by establishing performance expectations, metrics, and workflows. Ensure appropriate infrastructure is in place, including staffing models, technology, internal controls, and third-party resources, to support operational and compliance requirements.
• Compliance and Risk Management Ensure all servicing activities comply with applicable federal and state regulations, investor guidelines (FNMA, FHLMC, GNMA), insurer standards, and seller/servicer contracts. Promote strong risk management practices, including issue identification, escalation, and remediation.
• Vendor and Third-Party Oversight Oversee and evaluate the performance of third-party vendors, including law firms, to ensure service quality, compliance, and alignment with operational objectives.
• Strategic Improvement and Analytics Analyze default, delinquency, and exception data to identify process improvement opportunities, automation initiatives, and cost efficiencies. Drive continuous improvement efforts across early-stage default operations.
• Reporting and Executive Communication Prepare, review, and present key performance indicators, delinquency trends, and operational insights to executive management and other stakeholders.
• Audit and Exam Management Lead internal and external audits, regulatory exams, and reviews. Ensure timely responses, effective issue remediation, and sustained compliance with regulatory and investor expectations.
• Sub-servicer Oversight Partner with Subservicing Oversight teams to monitor sub-servicer performance and ensure alignment with internal standards, contractual obligations, and regulatory requirements.

Benefits

• Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.
• Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.
• Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive