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, Home Preservation, Default Command Center and Loss Mitigation functions to ensure operational effectiveness, regulatory compliance, and adherence to investor and legal requirements.

Key Responsibilities

• Oversee the full early-stage default lifecycle and ensure consistent execution of servicing strategies aligned with regulatory, investor, and insurer requirements.
• Provide leadership to front-line teams, establish performance expectations, metrics, and workflows, and maintain infrastructure such as staffing, technology, controls, and third-party resources.
• Ensure all servicing activities comply with federal and state regulations, investor guidelines, insurer standards, and seller/servicer contracts and promote risk management practices.
• Oversee and evaluate performance of third-party vendors and law firms.
• Analyze default and delinquency data to identify process improvement opportunities, automation initiatives, and cost efficiencies.
• Prepare, review, and present KPIs, delinquency trends, and operational insights to executive management and stakeholders.
• Lead internal and external audits, regulatory exams, reviews and ensure timely responses and issue remediation.
• Partner with subservicing teams to monitor subservicer performance and ensure alignment with internal standards 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.
• Proven ability to lead large-scale initiatives and manage priorities in a dynamic environment.
• Excellent interpersonal and communication skills.
• Demonstrated expertise in risk management and corrective action execution.
• 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.

Benefits

All regular employees working 20 hours or more per week are eligible. Benefits include medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax‑preferred savings accounts, 401(k), at least 10 days of vacation and 10 sick days during the first year, and paid holidays. Additional benefits may include defined benefit pension plan, restricted stock units, and/or deferred compensation plan depending on position and division.

EEO Statement

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. EEO is the Law. E‑Verify. IER Right to Work.

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