Default Services Manager

SUMMARY:

The Default Services Manager provides executive leadership for the Bank's default servicing organization, establishing strategic direction, governance, and operational excellence across all default functions. This role is accountable for developing long-term servicing strategies, leading organizational growth, managing departmental leaders, and ensuring regulatory compliance while balancing borrower assistance, portfolio performance, and financial risk. The serves as a key member of the servicing leadership team, partnering with executive leadership to drive business objectives, organizational initiatives, and continuous improvement.

JOB DUTIES AND ESSENTIAL FUNCTIONS:

• Develop and execute the overall default servicing strategy, aligning with company goals and risk tolerance 
• Oversee end-to-end default lifecycle, including early-stage delinquency through asset resolution
• Lead and mentor department leaders across collections, loss mitigation, foreclosure, bankruptcy, claims, and REO
• Establish performance objectives, KPIs, and reporting frameworks to measure success
• Drive a culture of compliance, customer-centricity, and operational excellence
• Ensure effective collections strategies and borrower outreach programs
• Direct loss mitigation programs, including repayment plans, modifications, short sales, and deed-in-lieu transactions
• Oversee foreclosure timelines and processes to ensure compliance and efficiency
• Manage bankruptcy processes in accordance with legal and regulatory requirements
• Supervise REO disposition and asset recovery strategies
• Monitor portfolio performance, delinquency trends, roll rates, and liquidation metrics
• Ensure compliance with CFPB, RESPA, FDCPA, state foreclosure laws, and investor/insurer guidelines (Fannie Mae, Freddie Mac, FHA, VA, USDA)
• Partner with Compliance, Legal, and Risk teams to mitigate operational and regulatory risk
• Oversee audit responses, regulatory exams, and internal quality control reviews
• Maintain up-to-date knowledge of evolving regulatory requirements and industry best practices
• Manage and oversee third-party vendors, including foreclosure attorneys, trustees, and asset management firms
• Negotiate vendor contracts and monitor performance against SLAs and KPIs
• Collaborate with internal stakeholders such as servicing, finance, capital markets, and customer experience team
• Identify opportunities to reduce losses, improve recoveries, and increase operational efficiency
• Provide executive-level reporting and presentations to senior leadership
• Identify and implement process improvements to enhance scalability, accuracy, and compliance
• Sponsor and support system enhancements and digital transformation initiatives
• Leverage analytics and reporting to drive decision-making and performance optimization
• Maintains regular and punctual attendance to support business operations and ensure reliability in meeting departmental needs.
• Perform other duties and special projects assigned to support organizational objectives and enhance operational efficiency.

WORKING CONDITIONS:

• Work is performed in a climate-controlled, air-conditioned office environment.
• Standard office environment
• Primarily office-based with some remote work as needed
• Standard business hours with occasional overtime during peak periods
• Fast-paced, deadline-driven environment requiring attention to detail and accuracy
• Frequent interaction with internal departments, vendors, and borrowers via phone, email, and virtual meetings
• Exposure to confidential and sensitive financial information requires strict adherence to data security and privacy policies 

PHYSICAL DEMANDS:

• Prolonged periods of sitting at a desk and working on a computer
• Occasional walking, standing, bending, squatting, reaching, and twisting.
• Frequent use of hands and fingers for keyboarding and document handling
• Ability to view computer screens for extended periods of time
• Ability to communicate effectively via phone and video conferencing (hearing and speaking clearly)
• Ability to lift small office items (e.g., files, documents, laptops) up to 10–15 pounds, if necessary 

MINIMUM REQUIREMENTS:

• Experience managing high-volume, multi-state default portfolios
• Strong background in regulatory exams
• Familiarity with digital servicing tools and borrower engagement platforms

PREFERRED REQUIREMENTS:

• Experience with mortgage servicing systems (e.g., MSP, Sagent, or equivalent)
• Proficiency in reporting tools and data analytics platforms
• Advanced knowledge of default reporting, KPIs, and performance metrics
• Six Sigma, Lean, or process improvement certification

Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

We are an Equal Opportunity Employer

TexasBank is committed to providing equal employment opportunities regardless of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment, including, but not limited to, recruiting, hiring, placement, promotion, compensation, benefits, training, disciplinary actions, layoff, recall, transfer, leaves of absence, and termination. Employees with questions or concerns about any type of discrimination in the workplace are encouraged to bring these issues to the attention of Human Resources.