Default Manager

Who you are:

As Hometap’s Investment Support Default Manager, you’ll be a key part of the team that ensures our invested Homeowners have a best-in-class investment experience from recording through offboarding. You bring experience managing a variety of default events, years of experience building successful default teams, and the skills necessary to develop and implement effective strategies to improve overall performance. You are a proven leader who can effectively coach a team to achieve results and are excited about the opportunity to build on Hometap’s default processes.  

To be successful in this role, you’ll ensure the smooth operation of our default department by overseeing and supporting a team of default specialists. You will be responsible for guiding, coaching, and motivating team members to deliver outstanding results and achieve performance goals. Your background in default should include knowledge in foreclosure, bankruptcy, ownership changes, new liens, delinquent taxes, delinquent HOA fees, trusts, estates, and loss mitigation. Additionally, you will collaborate closely with leadership to implement strategies for efficiency and drive continuous improvement within the default team.

What you'll do:

Default Management & Escalations:

• Oversee all areas of default processes - foreclosure, bankruptcy, ownership changes, new liens, delinquent taxes, delinquent HOA fees, and estates to ensure accuracy and SLA compliance

• Identify, implement, and manage a suite of KPIs to manage team member performance and efficiency

• Handle escalated customer issues and complaints, ensuring timely resolution and customer satisfaction

• Proactively identify, escalate, and mitigate risks within your area, as well as related up- and downstream processes impacting your team

• Partner closely with the Legal Department on the management of all Foreclosure and Bankruptcy proceedings

• Champion a continuous improvement attitude and mindset by identifying and implementing opportunities for streamlining processes

Process Management & Improvement:

• Ensure that all investor / fund / compliance guidelines are being followed and are up to date

• Perform internal audits to capture any errors in files and create a plan of action to correct the issues

• Establish regular operational reporting that identifies gaps in attaining required service levels and accuracy rates

• Manage incoming/outgoing communications, review reports, and ensure SLAs are being met

• Meet with vendors regularly to talk about issues, concerns, and new products

• Communicate with Hometap’s Legal department and monitor external counsel's emails / requests

• Stay up-to-date with industry trends and best practices in default management

• Collaborate with other departments (training, quality assurance, etc.) and team leadership to ensure alignment and consistency in service delivery and default workflows

What you bring:

• 5+ years of experience in default management or related fields

• 3+ years of experience specifically as a Default Manager within Bankruptcy/Default Management or Loss Mitigation

• Meaningful experience with all areas of default, including foreclosure, bankruptcy, ownership changes, new liens, delinquent taxes, delinquent HOA fees, estates, and loss mitigation

• Significant experience leveraging data and reporting tools to drive decision-making and accountability within the team

• Ability to develop and foster cross-functional relationships with key stakeholders

• Demonstrable experience building or scaling team(s), with experience managing remote employees located across the country, and an ability to train and motivate others

• Strong problem-solving skills with the ability to think critically and make recommendations

• Excellent written and verbal communication skills, with a customer service approach to working with others

• Comfortable multitasking and working under pressure within a deadline-oriented environment

• Strong computer & CRM skills, including Salesforce