Mortgage Assistance Manager (Loss Mitigation)

📋 Description

• • Valon is at the forefront of revolutionizing the mortgage industry, leveraging a cutting-edge, technology-first approach to transform both mortgage servicing and consumer direct lending. As a rapidly growing company backed by prominent investors like Andreessen Horowitz (a16z) and managing over $130 billion in loans, we are building our platforms from the ground up, eschewing outdated legacy systems for a modern, AI-native operating system. This allows us to deliver unparalleled transparency, efficiency, and care to homeowners, lenders, and investors alike. Our mission is to simplify the mortgage experience, making it secure and financially empowering for every homeowner.
• • The Default Servicing team plays a pivotal role in this mission, managing all default-related processes and diligently working to resolve mortgage loans that have fallen into delinquency. This team is not just crucial to Valon's operational success but also to the broader mortgage ecosystem, as its primary objective is to prevent foreclosures and minimize losses for investors. At the heart of our approach is a steadfast commitment to homeowner transparency and financial literacy, which guides our people, processes, and product development. We are dedicated to supporting homeowners who require additional assistance to preserve their dream of homeownership.
• • As a Mortgage Assistance Manager (Loss Mitigation) at Valon, you will be instrumental in leading our Loss Mitigation back-office operations. This critical role involves overseeing the entire lifecycle of loss mitigation cases, from initial intake and meticulous processing to expert underwriting and final closing. Your leadership will be key to ensuring operational excellence, maintaining stringent regulatory compliance, and providing timely, empathetic support to homeowners navigating financial hardship. You will be the driving force behind ensuring that all Loss Mitigation reviews and processes are executed with precision, accuracy, and in strict adherence to established investor, company, state, and federal guidelines and regulations.
• • The ideal candidate for this position is a seasoned people leader with extensive experience in mortgage servicing and a deep, practical understanding of loss mitigation operations. You are inherently data-driven, possess a rigorous operational mindset, and are passionate about cultivating high-performing teams. Your ultimate goal will be to deliver compliant, borrower-centric outcomes that uphold Valon's commitment to homeowner success.
• • **Team Leadership & Development:**
• • Lead, inspire, and manage a dedicated team of Loss Mitigation back-office professionals, including processors, underwriters, and closers, fostering an environment of collaboration and high achievement.
• • Establish clear, measurable performance expectations, Key Performance Indicators (KPIs), and stringent service-level standards that align with Valon's operational goals.
• • Provide consistent coaching, mentorship, and development opportunities to empower team members, driving both individual career growth and overall team performance.
• • Conduct regular, constructive performance reviews, delivering actionable feedback that promotes continuous improvement and skill enhancement.
• • Collaborate closely with Recruiting and Training departments to streamline the onboarding process and support ongoing skill development initiatives for the team.
• • **Operational Excellence:**
• • Oversee the complete end-to-end workflow for loss mitigation processing, underwriting, and closing, ensuring efficiency and accuracy at every stage.
• • Spearhead the development, review, and implementation of policies and procedures pertinent to servicing functions within the loss mitigation team's purview.
• • Manage and resolve complex homeowner appeals, meticulously assessing their merit, determining appropriate resolution strategies, drafting comprehensive appeal responses, and bringing cases to a satisfactory conclusion.
• • Address and resolve high-priority escalations, including internal and external complaints, intricate investor inquiries, litigation matters, and mediation requests, with professionalism and expertise.
• • Guarantee the timely and accurate review of all hardship applications and supporting documentation, ensuring all requirements are met.
• • Proactively monitor pipeline metrics and engage in capacity planning to consistently meet Service Level Agreements (SLAs) and investor requirements.
• • Identify systemic process gaps and champion continuous improvement initiatives to optimize workflows and enhance operational effectiveness.
• • Foster strong cross-functional collaboration with Compliance, Legal, Default Servicing, and Technology teams to ensure seamless operations and integrated solutions.
• • Manage departmental projects focused on improving current processes, implementing new workflows, and delivering essential skills training.
• • Utilize strong interpersonal and problem-solving skills, exercising accuracy, alertness, good judgment, initiative, courtesy, tact, and patience when interacting with all levels of the organization and external stakeholders.
• • Demonstrate well-developed written communication skills and the ability to maintain organization and effectiveness in a dynamic, fast-paced environment.
• • **Compliance & Risk Management:**
• • Apply expert-level knowledge of Standard Operating Procedures (SOPs), Consumer Financial Protection Bureau (CFPB) regulations, Fair Credit Reporting Act (FCRA), and Fair Debt Collection Practices Act (FDCPA).
• • Possess expert-level understanding of conventional and government mortgage loan documents, including their inter-relationships, standards, requirements, terminology, and all associated compliance and regulatory mandates related to federal debt collection laws and the proper handling of other legal situations.
• • Ensure unwavering adherence to guidelines set forth by the CFPB, FHA, VA, USDA, Fannie Mae, Freddie Mac, and other key investor and insurer bodies.
• • Maintain robust quality control processes to minimize operational defects and ensure the highest standards of accuracy.
• • Provide comprehensive support for internal and external audits, including those conducted by investors and regulatory bodies.
• • Actively promote a pervasive culture of compliance and risk awareness throughout the team.
• • **Performance & Reporting:**
• • Meticulously review daily control reports to verify accuracy, ensure proper documentation, and confirm timely turnaround, identifying any exceptions that could pose an audit risk.
• • Track and analyze critical performance metrics, such as cycle times, approval rates, and rework rates, to identify trends and areas for improvement.
• • Prepare and present regular, insightful operational reports to senior leadership, highlighting key findings and strategic recommendations.
• • Drive accountability through data-informed decision-making, empowering the team to achieve and exceed performance targets.
• • This role is a unique opportunity to make a significant impact within a rapidly growing fintech company, shaping the future of mortgage servicing and default management while directly contributing to the financial well-being of homeowners.