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Job SummaryThe Director of Default Management is a strategic leader responsible for overseeing all aspects of default-related operations, including bankruptcy, foreclosure, repossession, charge-offs, and real estate owned (REO). This role is focused on leveraging automation, predictive analytics, and regulatory foresight to minimize financial loss, enhance operational efficiency, and delivery exceptional member support. This Director will lead a high-performing team, manage vendor relationships, and drive innovation across the default lifecycle.Job DescriptionLOCATION
Mountain America Center - In Office:
9800 S Monroe St
Sandy, UT 84070
SCHEDULE
Full Time
To be effective, an individual must be able to perform each of the following job duties successfully:
Strategic Leadership & Risk Management
Develop and implement comprehensive default management strategies aligned with the credit union’s risk appetite and financial goals.
Identify emerging risks and proactively implement mitigation strategies to reduce potential losses.
Anticipate regulatory and industry trends to ensure the organization remains ahead of compliance and operational shifts.
Operational Oversight
Direct and manage all default-related functions including bankruptcy, foreclosure, repossession, REO, and charge-offs.
Ensure timely and compliant handling of all default accounts to maximize recovery and minimize loss.
Continuously evaluate and enhance workflows, systems, and policies to improve efficiency and effectiveness.
Technology & Automation
Implement automation and AI-driven tools to streamline operations, reduce manual intervention, and improve accuracy.
Leverage data analytics and real-time dashboards to monitor performance, identify trends, and drive decision-making.
Vendor & Stakeholder Management
Oversee relationships with attorneys, collection agencies, mortgage servicers, and other vendors to ensure performance, compliance, and alignment with strategic goals.
Build and maintain strong partnerships with internal teams and external stakeholders, including local dealership, to support asset recovery.
Team Leadership & Development
Demonstrate MACU’s Leadership Way behaviors while leading managers and the Default Administration Team.
Develop team members through coaching, the AAA (Assess, Advise, Assist) model, individual development plans, and leadership development programs.
Oversee hiring, onboarding, and training in partnership with the Vice President of Servicing Operations.
Foster a culture of accountability, continuous improvement, and member service excellence.
Cross-Functional Collaboration
Partner with Servicing & Loan Administration teams to ensure cohesive strategies across the loan lifecycle.
Collaborate on shared goals to deliver seamless member support and optimize recovery outcomes.
Other duties as assigned
KNOWLEDGE, SKILLS, and ABILITIES
The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Experience
5 years of leadership experience. Ability to strategically recruit, engage and coach employee performance.
7+ years of experience in default management within a financial institution.
Strong knowledge bankruptcy law, foreclosure process, repossession, and REO management.
Education
Bachelor’s degree in business, Finance, or related field preferred but not required.
Licenses, Certifications, Registrations
None
Managerial Responsibility
Has leadership responsibilities that are direct or through other team leaders, typically with a subordinate group of 30+ employees and multiple organizational and cross-functional teams. Estimates structural and personnel needs and assigns work to meet those needs. Leads, coordinates, and reviews the work of assigned staff. Determines goals to be reached and leads the achievement of goals. Recommends candidates for employment, conducts performance evaluations and salary reviews for staff, and applies company policy.
Computer/Office Equipment Skills
Advanced skills with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel.
Experience with analytical and reporting software.
Language Skills
Demonstrated ability to clearly express ideas, methodology, results and recommendations verbally, in writing and through insightful reports and graphic illustrations.
Demonstrated ability to document outcomes and present information in a manner appropriate for key stakeholders and all levels of the organization.
Other Skills and Abilities
Possesses leadership skills such as:
Ability to develop and execute long-term plans that align with organizational goals.
Anticipates future challenges and proactively implements solutions.
Identifies assesses and mitigates credit and operational risks across all default-related functions.
Anticipates industry trends and regulatory changes to keep operations ahead of curve.
Inspires, mentors, and leads high-performing teams.
Excellent inter-personal skills including the ability to lead and collaborate with ad-hoc teams
Continuously evaluates and enhances workflows to increase efficiency and reduce loss.
Building and maintains strong partnerships with stakeholders and external vendors, including local dealerships, to support asset recovery and minimize loss.
Leverages technology and automation to reduce manual tasks and improve accuracy.
High emotional intelligence and ability to lead through change.
Makes sound, timely, and data-informed decisions in high-pressure or complex situations.
Balances risk, compliance, and member impact when determining recovery strategies.
Take initiative to be a problem solver and provide suggestions to improve processes and efficiencies
PHYSICAL ABILITIES / WORKING CONDITIONS
Physical Demands
Ability to sit, talk and hear consistently
Ability to stand, walk, and use hands to handle or reach occasionally
Vision Requirements
Close vision (clear vision at 20 inches or less)
Distance vision (clear vision at 20 feet or more)
Weight Lifted or Force Exerted
Ability to lift up to 10 pounds occasionally
Environmental
There are no unusual environmental factors (such as a typical office)
Noise Environment
Moderate noise (business office with computers and printers, light traffic)
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Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.
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What We Do
It may be our story, but it's all about you. Mountain America Credit Union first opened its doors in the 1930s with a commitment to guiding our members to achieve their financial dreams. Today, our essence—guidance—remains the focal point of our identity. It’s a purpose-driven identity to ensure that everything we do moves you safely along your journey. Call it a path, a trail, or simply a way through. Sometimes it's arrow straight. Other times it has unexpected twists and turns that require knowledge of the road ahead. From wherever you are to where you see yourself going, there is a clear way forward. It's life's financial journey, and we're here to guide you every step of the way. As your financial partner, we'll help outfit you with the tools for the journey ahead—like convenient, flexible products and services designed around how you really live, as well as sound, timely advice to help steer you around any obstacles. This is your journey. Let's begin together, right here. Equal Housing Lender. Insured by NCUA.
