Home Mortgage Default Operations Senior Specialist

Job Description

Default Investor Reporting has one primary function of reporting the status of loans in default to the investor monthly. Its secondary function is to identify and resolve illogical conditions as possible prior to month-end reporting. Default Reporting Specialist requires that all default investor/insurer timelines are met by reporting accurately and on time. By doing so this will maintain our excellent score card ratings as well as avoid any compensatory fees and reputational risk. To maintain this, the Home Mortgage Default Ops Specialist (Default Reporting Specialist) will have working knowledge of how status code reporting aligns with the loan status of default along with the reason for the delinquencies.


This role performs routine, complex analytical review of data and/or documentation which may include customer data and/or review for fraud/risk activities and/or perform moderately complex analysis to identify and resolve process-level issues. May assist in developing and implementing policies, procedures, and training materials to maximize efficiency. May manage projects requiring coordination with other teams, process improvement projects and may perform other such duties as assigned including trouble shooting operational issues.

Key Responsibilities

• Ensure timely and accurate submission of default reporting in accordance with FHA, USDA, GNMA, and other investor deadlines
• Manage default loan reporting using LoanSphere DAR (Default Activity Reporting)
• Maintain and update LoanSphere DAR and MSP mapping and administrative tables
• Provide backup support for MI, FHLMC (Freddie Mac), FNMA (Fannie Mae), and private investor reporting
• Review and resolve daily status code discrepancies and delinquency reasons to ensure data accuracy before month-end reporting
• Identify and analyze delinquency episodes to determine root causes of default
• Perform detailed data analysis and validation to ensure compliance with internal SLAs, regulatory requirements, and investor guidelines
• Collaborating with cross-functional teams including Collections, Foreclosure, Bankruptcy, Loss Mitigation, Investor Reporting, Default Cash, and Claims
• Participate in or lead meetings with business partners and vendors (e.g., ICE)
• Support process improvement initiatives, operational issue resolution, and project work
• Develop or assist with policies, procedures, and training materials

Required Skills & Competencies

• Strong knowledge of Default Investor Reporting, with emphasis on HUD, USDA, and GNMA requirements
• Understanding of foreclosure, bankruptcy, loss mitigation, and collections processes
• Working knowledge of systems include:
  • MSP
  • LoanSphere (FCL, BNK, DAR)
  • HSSN / AMN
  • FHLMC EDR Gateway
  • VA VALERI
• Strong analytical, problem-solving, and critical thinking skills
• Ability to manage multiple priorities and meet strict deadlines
• High level of attention to detail and data accuracy
• Strong written and verbal communication skills
• Ability to work independently and collaboratively
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Copilot)

Key Performance Objectives

• Maintain 100% on-time investor reporting submission
• Minimize data discrepancies and reporting errors
• Ensure compliance with investor and regulatory requirements
• Contribute to process improvements and operational efficiency
• Support strong investor scorecard performance

Qualifications

• 3-5+ years of experience in:
  • Default Investor Reporting
  • Mortgage Default Management
  • Loss Mitigation, Foreclosure, or Bankruptcy
• Experience working with MSP and LoanSphere platforms (DAR, FCL, BNK)
• Demonstrated ability to analyze complex data and resolve reporting issues

Education:

• High School Diploma required
• Associate or bachelor's degree preferred
• Equivalent mortgage default experience accepted

Work Schedule

• Hours: 40 hours per week
• Schedule: Monday - Friday, 8:00 AM - 5:00 PM or 8:30-5:30 PM
• Work Arrangement: Hybrid (after successful training period)

About Us

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

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