Real Estate Collections & Default Operations Manager

Empower Federal Credit Union•Syracuse, NY

2d•Hybrid

About The Position

The Real Estate Collections & Default Operations Manager leads the day-to-day Real Estate Collections function for consumer and commercial real estate loans and oversees designated complex default and Collections support operations, including bankruptcy administration, legal-order and payment-support controls, and centralized administrative triage. The role manages employee performance, operating priorities, delinquency and default strategy, foreclosure, delinquent tax, sold-loan, attorney, property, collateral, and assigned specialty-process activity. The manager translates leadership direction into clear team plans, establishes ownership and service standards across product lines, verifies execution, and takes timely action when performance, quality, service, or compliance standards are not met. Frontline Consumer Collections account ownership remains with the Consumer Collections Manager; this role coordinates cross-product specialty support through documented service levels and escalation standards.

Requirements

7+ years of progressive experience in mortgage collections, default servicing, foreclosure, loss mitigation, real estate servicing, bankruptcy operations, legal-order processing, or a related financial-services field
at least 3+ years of direct people-management experience
Experience leading multiple process families, consumer and commercial real estate, sold-loan servicing, legal or vendor management, property preservation, regulatory controls, and cross-functional service delivery is preferred.
Knowledge of mortgage collections, default servicing, foreclosure, loss mitigation, bankruptcy administration, legal-order controls, delinquent tax, sold-loan requirements, and foreclosed-property management.
Ability to lead employees across multiple process families, manage performance, set priorities, and drive measurable results.
Ability to translate direction into plans, teach change, confirm understanding, inspect execution, and correct gaps.
Ability to establish and manage cross-product service levels, workload allocation, backup coverage, deadlines, escalation, and completion controls.
Ability to analyze portfolio, employee, call, queue, quality, and workflow data and act on findings.
Strong planning, organization, decision-making, accountability, and follow-through.
Strong written and verbal communication with members, employees, leaders, attorneys, vendors, and partners.
Proficiency in Microsoft Office and applicable collection, servicing, bankruptcy, reporting, legal-order, payment, and workflow systems.

Nice To Haves

Experience leading multiple process families, consumer and commercial real estate, sold-loan servicing, legal or vendor management, property preservation, regulatory controls, and cross-functional service delivery is preferred.
A bachelor's degree in business, finance, management, real estate, or a related field is preferred.
Equivalent education, training, and progressively responsible experience may be considered.

Responsibilities

Lead the daily Real Estate Collections and assigned Default Operations functions; set priorities, assignments, staffing, coverage, deadlines, and performance expectations.
Directly manage the designated real estate employees and assigned specialty roles, including bankruptcy, legal-order and payment-support, and administrative-triage functions.
Translate leadership direction, policies, procedures, and changes into clear team plans; teach requirements, confirm understanding, and inspect execution.
Conduct one-on-ones, coaching, evaluations, development, and documented accountability; address performance, attendance, quality, conduct, and incomplete-work concerns promptly.
Use data and sound judgment to remove obstacles, adjust strategy, balance workloads, and improve employee, member, and business results.
Execute strategies to reduce delinquency, resolve defaults, limit losses, and improve consumer and commercial real estate portfolio performance.
Monitor inventory, aging, high-balance, assigned and untouched accounts, promises, payments, legal milestones, and outcomes.
Ensure timely contact, follow-up, documentation, escalation, and next-step action; review complex repayment, loss-mitigation, foreclosure, second-lien, and recovery decisions.
Ensure foreclosure referrals, settlement conferences, payoff and reinstatement requests, attorney communications, sold-loan reporting, and secondary-market deadlines are accurate and timely.
Establish ownership and backup coverage so work does not remain open because of absences, competing priorities, or unclear responsibility.
Oversee bankruptcy administration and account-control activity, including timely stay and discharge controls, court and attorney deadlines, account-treatment escalation, documentation, and workflow quality.
Oversee legal orders, restraints, levies, subpoenas, releases, related payment-support controls, and escalation of unclear legal or account-treatment requirements.
Oversee centralized administrative triage, routing, scanning, documentation, and trained backup support for assigned Collections-owned processes.
Ensure specialty queues, mailboxes, trackers, inventories, and scorecards have clear owners, due dates, backup coverage, quality checks, and escalation standards.
Coordinate with the Consumer Collections Manager when specialty work affects consumer accounts; maintain clear service levels without transferring frontline account ownership.
Ensure professional, consistent, solution-oriented service for members with delinquent real estate loans or assigned bankruptcy and specialty-support needs.
Support hardship, repayment, loss-mitigation, complaint, and complex account resolution; intervene for escalations and negotiations within assigned authority.
Ensure commitments, follow-up dates, documentation, and next steps are completed while balancing member support with risk and loss mitigation.
Establish controls for queues, mailboxes, attorney requests, legal deadlines, bankruptcy items, legal orders, delinquent taxes, reports, assignments, and time-sensitive work.
Define owners, backups, due dates, escalation, service levels, and completion checks across Real Estate and assigned Default Operations functions.
Use portfolio, employee, call, queue, quality, and workflow data to identify risk, allocate resources, and act.
Ensure records and reports are accurate, timely, audit-ready, and compliant; correct errors, missed deadlines, incomplete work, and control failures, and ensure training and regulatory requirements are met.
Oversee title and deed work, inspections, appraisals, preservation, valuation, sale preparation, marketing, and disposition of foreclosed real estate.
Coordinate attorneys, agents, realtors, property vendors, appraisers, insurers, and other providers; confirm licensing, bonding, insurance, and performance.
Review collateral and recommend actions supporting the best reasonable outcome for the credit union and member.
Coordinate mortgage insurance, collateral protection, damage, and other claims, including expenses, advances, recoveries, and documentation.
Improve workflows, controls, reporting, member service, and team efficiency across Real Estate and assigned Default Operations functions.
Partner with Consumer Collections, Mortgage Servicing, Legal, Finance, Lending, Data and Analytics, Compliance, Human Resources, and other stakeholders; support audits, examinations, systems, and business continuity.
Perform all other job-related duties as assigned.