Loss Mitigation Supervisor

MSC SERVICES LLC • Colorado Springs, CO

2d • $73,000 - $83,000 • Onsite

About The Position

The Loss Mitigation Supervisor is a pivotal leadership role responsible for overseeing a team of Specialists in the execution of default resolution strategies. This individual ensures that the team successfully navigates the complexities of delinquent GSA residential mortgages while strictly adhering to investor guidelines (FHA, VA, Fannie Mae, Freddie Mac). The Supervisor is responsible for driving team performance, mitigating financial risk for MSF, and fostering a culture of continuous improvement through active mentoring and robust process documentation. All employees are expected to uphold Mortgage Solutions Financials’ commitment to superior customer service, regulatory compliance, and high ethical standards.

Requirements

• Proven ability to manage a team in a high-pressure, deadline-driven environment.
• Skilled in conflict resolution and employee engagement.
• Expert-level knowledge of the MSP (Mortgage Servicing Package) and loss mitigation workstations.
• Deep, authoritative knowledge of GNMA, FNMA, FHLMC, and FHA/VA loss mitigation waterfalls. You must be able to explain why a specific path is chosen over another based on investor priority.
• Mastery in calculating complex Debt-to-Income (DTI) ratios, Net Present Value (NPV) evaluations, and interpreting complex title/valuation reports.
• Ability to interpret delinquency reports, identify trends, and make data-driven decisions to adjust team strategy in real-time.
• Ability to step into high-level negotiations and resolve escalated borrower or investor issues that require senior-level authority.
• Skilled in undertaking and completing special projects, such as system implementations or audit preparations, with minimal supervision.
• Exceptional written and verbal communication skills, tailored for both executive reporting and empathetic borrower interaction.
• Bachelor’s degree in business related field or a combination of education and experience required.
• 6+ years’ experience in a collections or customer service role for a mortgage servicing environment.
• 2+ of those years being in a supervisory role.
• Stationary position; prolonged periods at a desk and working on the computer.
• Occasional movement about inside the office to walk to offices and office machinery.
• Periodic lifting to 10 pounds, stooping, bending, standing, reaching.

Responsibilities

• Provide direct daily guidance to staff.
• Lead, mentor, and coach specialists to reinforce technical skills, improve borrower outreach effectiveness, and foster professional growth.
• Supervise the comprehensive analysis of financial statements, tax returns, and valuation reports.
• Ensure all approved "workout" resolutions are mathematically sound and compliant with investor requirements.
• Implement and monitor Key Performance Indicators (KPIs).
• Track individual and team metrics, providing formal monthly feedback and performance reviews to ensure department standards are met.
• Facilitate the onboarding of new hires and maintain an updated library of training materials, job aids, and Standard Operating Procedures (SOPs).
• Maintain and regularly audit process documentation.
• Identify gaps in current workflows and author new procedures to improve efficiency and compliance.
• Act as a final point of review for Loss Mitigation Workouts.
• Ensure that all necessary approvals from clients or mortgage insurance companies are secured before finalization.
• Coordinate and manage third-party contractual services, including property inspectors, appraisers, and real estate agents, ensuring timely and accurate collateral evaluations.
• Assist in controlling departmental expenses by optimizing staffing levels and ensuring the intelligent use of settlement funds to minimize corporate loss.
• Ensure the team remains in 100% compliance with MSF policies, CFPB regulations, and state/federal laws.
• Oversee employee time-tracking, attendance, and onsite scheduling to ensure adequate portfolio coverage.
• Regular, reliable and predictable onsite attendance is an essential function of this role.
• Other duties as assigned.

Benefits

• Mortgage Solutions of Colorado, LLC d/b/a Mortgage Solutions Financial (“MSF”) offers a comprehensive benefit package and PTO (paid time off) for eligible employees.
• The benefit package includes Health, Dental and Vision Insurance, options to participate in a Health Savings Account, Flexible Spending Account, Life and AD&D coverage, voluntary Supplemental Life, voluntary Short-Term, Long-Term Disability and Supplemental insurance.
• In addition, eligible employees have the option to participate in a company retirement plan.

What This Job Offers

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