Mortgage Assistance Manager (Loss Mitigation)

Valon Mortgage

4d

About The Position

Valon is seeking a Mortgage Assistance Manager to lead our Loss Mitigation back-office operations team. This role will oversee the intake, processing, underwriting, and closing functions within Mortgage Assistance (Loss Mitigation), ensuring operational excellence, regulatory compliance, and timely support for homeowners facing financial hardship.This role will ensure Loss Mitigation reviews and processes are conducted timely, accurately and in compliance with established investor, company, state and federal guidelines and regulations.
The ideal candidate is a strong people leader with deep experience in mortgage servicing and loss mitigation operations. You are data-driven, operationally rigorous, and passionate about developing high-performing teams while delivering compliant, borrower-focused outcomes.

Requirements

• 7+ years of experience in mortgage servicing, with at least 5 years in Loss Mitigation
• 5+ years of people management experience
• Deep knowledge of loss mitigation programs (modifications, repayment plans, forbearance, partial claims, etc.)
• Strong understanding of agency and investor guidelines (Fannie Mae, Freddie Mac, FHA, VA)
• Experience managing back-office processing and underwriting workflows
• Proven ability to manage pipeline volume and meet regulatory timelines
• Strong analytical and problem-solving skills
• Minimum education requirement: High school diploma or GED equivalent required

Nice To Haves

• Experience in a high-growth or fintech-enabled servicing environment
• Familiarity with servicing systems and workflow management tools
• Lean, Six Sigma, or other process improvement certification
• Bachelor’s degree in Business, Finance, or related field

Responsibilities

• Lead and manage a team of Loss Mitigation back-office professionals, including processors, underwriters, and closers
• Set clear performance expectations, KPIs, and service-level standards
• Coach, mentor, and develop team members to drive high performance and career growth
• Conduct regular performance reviews and provide actionable feedback
• Partner with Recruiting and Training to support onboarding and skill development
• Oversee end-to-end workflow for loss mitigation processing, underwriting, and closing
• Oversee and manage the development and review of policies and procedures related to servicing functions within the scope of the loss mitigation team.
• Respond to appeals, determine the merit of the appeal, determine motions to resolve, drafting an appeal response, and bringing to a conclusion.
• Respond to escalations such as internal and external complaints, investor inquiries and litigation, and mediation inquiries.
• Ensure timely and accurate review of hardship applications and supporting documentation
• Monitor pipeline metrics and capacity planning to meet SLA and investor requirements
• Identify process gaps and drive continuous improvement initiatives
• Collaborate cross-functionally with Compliance, Legal, Default Servicing, and Technology teams
• Manage department projects that encompass improvements and modifications to current processes, implementation of new processes, and skills training.
• Strong interpersonal and problem-solving skills. Must exercise accuracy, alertness, good judgment, initiative, courtesy, tact, and patience in dealing with all levels of the organization as well as with customers.
• Well-developed written communication skills, ability to be effectively organized in a fluid environment.
• Expert-level knowledge of Standard Operating Procedures, CFPB, FCRA, and FDCPA preferred.
• Expert-level knowledge of conventional and government mortgage loan documents, including overall processes and inter-relationships, standards and requirements, terminology, compliance, and regulatory requirements related to federal debt collection laws and proper handling of other legal situations.
• Ensure adherence to CFPB, FHA, VA, USDA, Fannie Mae, Freddie Mac, and other investor/insurer guidelines
• Maintain strong quality control processes and reduce operational defects
• Support internal and external audits, including investor and regulatory reviews
• Promote a culture of compliance and risk awareness within the team
• Review daily control reports for accuracy, proper documentation, and timely turn around, review for any exceptions that poses risk for audit findings.
• Track and analyze performance metrics (cycle times, approval rates, rework rates, etc.)
• Prepare regular operational reports and present insights to senior leadership
• Drive accountability through data-informed decision-making.

Benefits

• Compensation: competitive salary and 401 (k) 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
• Generous time off: 17 days 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED