Senior Mortgage Default Manager

Fifth Third Bank • Cincinnati, OH

1d

About The Position

The Senior Mortgage Default Manager provides leadership, strategy, staffing, review, and motivation for Mortgage Collections to control losses and expenses, manage delinquency, maximize recoveries and income, and meet or exceed corporate objectives. The role leads collections teams in meeting customer service and productivity goals, resolving collection issues in a customer-centric manner, and handling moderate to complex matters. The manager is accountable for risk management, compliance, and following established policies and procedures while supporting positive experiences for customers and colleagues.

The position leads mortgage collections operations across secured and unsecured products, manages workflow and performance, reviews processes and policy recommendations, and works with investors, insurers, regulators, auditors, and internal stakeholders. It also handles highly escalated customer and employee interactions, oversees employee development and performance, establishes training and productivity goals, and administers human resources policies. The role is based in Cincinnati, Ohio.

Requirements

• High school diploma required.
• Minimum 5 years of collections or equivalent work experience required.
• Minimum 5 years of management experience required.
• Excellent verbal and written communication skills.
• Advanced experience with Microsoft Office products, including Access, Word, Excel, PowerPoint, and Outlook.
• Leadership skills, initiative, attention to detail, strong analytical skills, and decisive decision-making skills.
• Ability to serve as a role model for change management and use a collaborative approach to identify and recommend solutions.
• Ability to work in a team environment, present a professional image, and command the respect of staff, peers, and senior management.
• Strong executive presence and ability to work with all levels of the organization, including senior leadership.
• Advanced knowledge of loan collection policies, procedures, and activities.
• Advanced knowledge of collection laws, regulations, credit lending principles, and risk management.
• Ability to work independently, solve problems, multitask, and remain flexible.
• Ability to manage the formulation and implementation of policy and procedure changes that affect the collections department and other organizational areas.
• Ability to lead change management within the department.

Nice To Haves

• Bachelor's degree preferred.

Responsibilities

• Lead the mortgage collections department and cross-functional teams.
• Plan, assign, and monitor workflow to maintain efficiency and effectiveness, and handle complex customer or service issues.
• Lead production activities for secured and unsecured products.
• Review and approve operational procedure recommendations and changes intended to improve productivity and controls.
• Inspect processes, identify risk exposure, and review department and bank processes, procedures, and policy recommendations.
• Develop management practices and strategies that improve Bancorp results while aligning with compliance requirements.
• Work with investors, insurers, and regulatory agencies to meet and exceed requirements.
• Partner with internal quality groups, meet expectations, and prepare action plans when performance falls below expectations.
• Meet or exceed financial and production targets established by senior management, and remain accountable for quality monitoring and assessment results.
• Act as the lead on compliance matters and work with internal and external auditors.
• Handle highly escalated interactions with customers and employees; respond to questions and maintain current complaint tracking records with open issues resolved.
• Develop strong partnerships with stakeholders, including business controls, Legal, and Compliance.
• Evaluate employee performance, provide counseling and guidance, and support employee development and succession planning.
• Lead the development of departmental training paths and ensure training gaps are addressed.
• Establish employee, area, or department productivity and financial goals.
• Administer human resource policies and procedures fairly and consistently.
• Perform other duties as assigned.

Benefits

• Comprehensive benefits programs supporting physical, financial, emotional, and social well-being.
• Eligible to participate in an incentive compensation plan, with payments based on company, line of business, and/or individual performance.

What This Job Offers

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