Default Servicing Specialist

Basic Description:   

The Default Servicing Specialist is a senior individual contributor and subject matter expert in default servicing, loss mitigation, and investor and mortgage insurance claims. This role handles complex and high-risk claims activity across FHA, VA, USDA, GSE, and private investor portfolios, ensuring accurate, compliant, and timely recoveries.

With deep working knowledge of ICE MSP and ICE Loss Mitigation Solutions (LMS), the Specialist serves as a primary escalation point, supports audits and regulatory exams, mentors team members, and partners with management to optimize workflows and strengthen audit-ready performance.

This is a fully remote position. We are looking to fill this position in one of the following states that we have offices in: AR, FL, IA, KS, MI, MO, NE, OK, TN, TX.

Responsibilities: 

Default Servicing Claims (Primary Focus)

• Prepare, review, and submit mortgage insurance and investor claims using ICE MSP, including:
  • FHA insurance claims (Parts A, B, C, D, E, and supplements)
  • VA loan guaranty claims
  • USDA claims
  • GSE and private investor claims
• Ensure claims data, status updates, and financial transactions are accurately reflected in ICE MSP timelines, milestones, and transaction histories.
• Research and resolve claim denials, curtailments, rejections, and supplement requests, including system, timeline, and loss mitigation impacts.
• Maintain fully documented, audit-ready claim files in accordance with HUD, investor, and insurer requirements.
• Monitor claim pipelines, suspense, and aging in MSP to mitigate financial and compliance risk.

Loss Mitigation & System Expertise

• Demonstrate advanced knowledge of loss mitigation programs, including:
  • Forbearance, repayment plans, loan modifications, and partial claims
  • FHA, VA, and GSE loss-mitigation hierarchies and eligibility rules
• Understand the relationship between loss mitigation outcomes and downstream claims filing, conveyance, and recoveries.
• Utilize ICE Loss Mitigation Solutions (LMS) to review plan history, workout completion, and system eligibility impacts on claims.
• Partner with Loss Mitigation, Foreclosure, and Bankruptcy teams to resolve discrepancies that affect claims.

Team Leadership & Mentorship

• Serve as a technical lead for a team of default servicing and/or claims specialists.
• Provide coaching, guidance, and training on:
  • ICE MSP navigation and data integrity
  • Loss mitigation plan impacts
  • Claims calculations, timelines, and documentation
• Review work for accuracy, compliance, and adherence to investor guidelines.
• Act as a primary escalation point for complex or high-risk accounts.
• Assist management with workflow prioritization, staffing support, and knowledge transfer.

Compliance, Quality, & Audit Support

• Support HUD, investor, internal, and external audits related to default servicing, loss mitigation, and claims.
• Identify trends, errors, and root causes related to claims or system deficiencies.
• Assist in developing or updating procedures, job aids, and training materials for MSP, LMS, and claims workflows.
• Ensure compliance with CFPB, HUD, investor, and insurer requirements.

Process Improvement & Cross-Functional Collaboration

• Analyze workflows within MSP and LMS to identify process improvements and automation opportunities.
• Partner cross-functionally with Foreclosure, Loss Mitigation, Bankruptcy, Accounting, and Quality Control teams.
• Participate in system enhancements, testing, investor changes, and special projects.

Property Preservation & Foreclosure Support

• Review and evaluate property preservation activities, inspections, and expenses as they relate to foreclosure progression and claim allowability.
• Identify preservation or foreclosure deficiencies that could result in claim curtailment or denial and escalate issues appropriately.

Required Qualifications

• 5+ years of mortgage default servicing experience
• Advanced working knowledge of ICE MSP (required)
• Demonstrated experience with ICE Loss Mitigation Solutions (LMS) (required)
• Strong expertise in loss mitigation programs and claims filing
• In-depth knowledge of FHA, VA, USDA, GSE, and private investor guidelines
• Experience reviewing, approving, or quality-checking claims
• Proven ability to lead, mentor, or act as a senior escalation resource
• Strong analytical, organizational, and problem-solving skills
• Excellent written and verbal communication skills

Preferred Qualifications

• Prior leadership experience
• Advanced FHA/HUD claims experience
• Experience supporting regulatory exams or investor audits
• Advanced reporting or Excel skills
• Experience with claim supplements and reconveyance processes

Core Competencies

• ICE MSP & LMS expertise
• Loss Mitigation & Claims Compliance
• Leadership & Mentorship
• Attention to Detail & Financial Accuracy
• Critical Thinking & Root Cause Analysis
• Cross-Functional Collaboration