Head of Mortgage Early-Stage Default Operations

Head Of Mortgage Early-Stage Default Operations

The Head of Mortgage Early-Stage Default Operations is responsible for the end-to-end oversight of early-stage delinquency and default activities, from collections through loss mitigation. This role leads Payment Solutions (Collections), Home Preservation (Single Point of Contact), Default Command Center and Loss Mitigation functions to ensure operational effectiveness, regulatory compliance, and adherence to investor and legal requirements.

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

Portfolio and Default Management

Oversee the full early-stage default lifecycle, including collections and loss mitigation activities such as loan modifications and short sales. Ensure consistent execution of servicing strategies aligned with regulatory, investor, and insurer requirements.

Operational Leadership

Provide leadership to front-line teams and management by establishing performance expectations, metrics, and workflows. Ensure appropriate infrastructure is in place, including staffing models, technology, internal controls, and third-party resources, to support operational and compliance requirements.

Compliance and Risk Management

Ensure all servicing activities comply with applicable federal and state regulations, investor guidelines (FNMA, FHLMC, GNMA), insurer standards, and seller/servicer contracts. Promote strong risk management practices, including issue identification, escalation, and remediation.

Vendor and Third-Party Oversight

Oversee and evaluate the performance of third-party vendors, including law firms, to ensure service quality, compliance, and alignment with operational objectives.

Strategic Improvement and Analytics

Analyze default, delinquency, and exception data to identify process improvement opportunities, automation initiatives, and cost efficiencies. Drive continuous improvement efforts across early-stage default operations.

Reporting and Executive Communication

Prepare, review, and present key performance indicators, delinquency trends, and operational insights to executive management and other stakeholders.

Audit and Exam Management

Lead internal and external audits, regulatory exams, and reviews. Ensure timely responses, effective issue remediation, and sustained compliance with regulatory and investor expectations.

Sub-servicer Oversight

Partner with Subservicing Oversight teams to monitor sub-servicer performance and ensure alignment with internal standards, contractual obligations, and regulatory requirements.

Required Qualifications:

• Bachelor's degree or equivalent professional experience
• Minimum of ten years of management and leadership experience
• Strong analytical and problem-solving skills with the ability to interpret complex business and risk scenarios
• Proven ability to lead large-scale initiatives and manage priorities in a dynamic environment
• Excellent interpersonal and communication skills, with the ability to engage effectively at all organizational levels
• Demonstrated expertise in risk management, issue identification, and execution of corrective action plans
• Experience preparing and delivering presentations to executive leadership and regulators
• Strong vendor management experience
• Proficiency with Microsoft Office and standard business applications
• Deep knowledge of CFPB guidelines, RESPA, FDCPA, and GSE default servicing standards

Preferred Qualifications:

• Master's degree in a business-related field
• Experience in process improvement, change management, operational controls, and audit support

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.