Job Summary

The Default Servicing Team Leader is responsible for leading and managing a team of default servicing specialists who handle delinquent and defaulted mortgage loans. This role ensures compliance with investor, regulatory, and company requirements while driving operational excellence, customer service, risk mitigation, and portfolio performance. The Team Leader provides coaching, performance management, workflow oversight, and stakeholder engagement to achieve departmental objectives.

Key Responsibilities

Team Leadership & People Management

- Lead, motivate, and develop a team of default servicing associates/specialists.
- Conduct regular coaching sessions, performance reviews, and career development discussions.
- Monitor productivity, quality, service levels, and compliance metrics.
- Create a high-performance culture focused on customer outcomes and operational excellence.
- Manage staffing, scheduling, workload balancing, and resource planning.

Default Servicing Operations

- Oversee servicing activities related to delinquency management, loss mitigation, foreclosure, bankruptcy, claims, property preservation, and investor reporting.
- Ensure timely and accurate processing of default servicing transactions.
- Review escalated borrower issues and drive timely resolution.
- Monitor aging and exception reports to ensure adherence to service level agreements (SLAs).
- Support implementation of process improvements and operational efficiencies.

Compliance & Risk Management

- Ensure compliance with investor guidelines, regulatory requirements, and internal policies.
- Maintain awareness of mortgage servicing regulations, including CFPB, FHA, VA, Fannie Mae, Freddie Mac, and state-specific requirements.
- Identify operational risks and implement appropriate controls.
- Support internal and external audits, quality reviews, and compliance examinations.

Performance & Reporting





- Track and analyze key performance indicators (KPIs) such as delinquency rates, cure rates, productivity, quality scores, and customer satisfaction metrics.
- Prepare and present operational reports to management.
- Identify trends and recommend actions to improve portfolio performance and customer experience.
- Drive continuous improvement initiatives using data-driven insights.

Stakeholder Management

- Partner with cross-functional teams including Loss Mitigation, Foreclosure, Bankruptcy, Customer Service, Compliance, Legal, and Vendor Management.
- Serve as the first level of escalation for complex borrower and investor issues.
- Maintain effective relationships with internal stakeholders, investors, and third-party service providers.

Required Qualifications

- Bachelor’s degree in Business, Finance, Banking, or a related field preferred.
- 4–7+ years of mortgage servicing experience, including default servicing operations.
- 1–3+ years of leadership or supervisory experience.
- Strong understanding of mortgage servicing processes, default management, loss mitigation, foreclosure, and bankruptcy.
- Knowledge of investor and regulatory requirements.
- Experience with mortgage servicing systems and reporting tools.

Key Skills & Competencies

- Leadership and team development
- Performance management
- Mortgage servicing and default operations expertise
- Risk and compliance management
- Analytical and problem-solving skills
- Stakeholder management
- Process improvement and change management
- Effective communication and conflict resolution
- Robust organizational and time-management skills
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)

Performance Metrics

- Team productivity and SLA adherence
- Quality assurance scores
- Delinquency and cure-rate performance
- Compliance and audit results
- Customer satisfaction and complaint resolution
- Employee engagement and retention
- Operational efficiency and process improvement outcomes

📌 Default Servicing - TL (Pune)
🏢 Consolidated Analytics
📍 Pune