Brightshore Mortgage, Inc. Default Support Specialist Ocala, FL · Full time Company website

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Position Summary

The Default Support Specialist provides operational and administrative support across the Company's Default Servicing functions, including delinquency management, loss mitigation, foreclosure, bankruptcy, and claims. This position is responsible for reviewing loan activity, maintaining accurate servicing records, monitoring critical timelines, processing documentation, coordinating with internal teams and third-party vendors, and researching and resolving servicing exceptions to ensure default activities are completed accurately, timely, and in accordance with applicable requirements.

The Default Support Specialist works across the Default organization to help keep loans moving through each stage of the servicing process while identifying missing information, approaching deadlines, process gaps, and other issues requiring attention. The position requires strong follow-through, attention to detail, and ownership while supporting compliant servicing, reducing operational risk, improving efficiency, and helping achieve positive borrower and client outcomes.

Core Competencies:

• Default Servicing Knowledge: Develops and maintains a strong understanding of delinquency management, loss mitigation, foreclosure, bankruptcy, claims, and related default servicing processes.
• Ownership & Follow-Through: Takes responsibility for assigned loans, tasks, exceptions, and requests and follows items through completion rather than allowing unresolved issues to remain outstanding.
• Timeline Management: Proactively monitors regulatory, investor, agency, vendor, and internal deadlines and escalates potential delays before required timelines are missed.
• Attention to Detail: Maintains a high degree of accuracy when reviewing loan activity, documentation, servicing system information, communications, and default milestones.
• Organization & Prioritization: Effectively manages a high-volume workload involving multiple default processes, deadlines, follow-ups, and competing priorities.
• Problem Solving: Researches servicing exceptions, discrepancies, missing information, and process issues to determine appropriate next steps and drive resolution.
• Compliance & Risk Awareness: Recognizes the importance of regulatory, investor, agency, and Company requirements and performs responsibilities with a strong focus on compliance and risk reduction.
• Quality Focus: Reviews work for accuracy, completeness, appropriate documentation, and compliance and identifies potential issues before they create downstream impacts.
• Communication: Communicates clearly and professionally with internal departments, attorneys, vendors, clients, and other business partners.
• Collaboration: Works effectively across Default, Loss Mitigation, Foreclosure, Bankruptcy, Claims, Customer Experience, Compliance, Quality Assurance, and other Servicing functions.
• Initiative: Proactively identifies approaching deadlines, incomplete tasks, documentation deficiencies, servicing exceptions, and other items requiring attention without waiting for issues to escalate.
• Continuous Improvement: Identifies recurring issues, unnecessary manual activities, workflow gaps, and opportunities to improve default servicing processes.
• Technology & Systems: Effectively utilizes servicing systems, workflow tools, document management, reporting, automation, and other technology to manage assigned responsibilities and improve efficiency.
• Adaptability: Effectively supports multiple areas of Default Servicing and adjusts priorities as portfolio conditions, regulatory requirements, workloads, and business needs change.
• Borrower & Client Focus: Understands that accurate and timely default servicing directly impacts borrowers and clients and approaches responsibilities with professionalism, urgency, and care.
• Professionalism & Integrity: Demonstrates sound judgment, confidentiality, accountability, positivity, and high ethical standards when handling sensitive borrower and Company information.

Supervisor Responsibilities (if applicable):

• N/A

Duties/Responsibilities

• Default Servicing Knowledge: Develops and maintains a strong understanding of delinquency management, loss mitigation, foreclosure, bankruptcy, claims, and related default servicing processes.
• Ownership & Follow-Through: Takes responsibility for assigned loans, tasks, exceptions, and requests and follows items through completion rather than allowing unresolved issues to remain outstanding.
• Timeline Management: Proactively monitors regulatory, investor, agency, vendor, and internal deadlines and escalates potential delays before required timelines are missed.
• Attention to Detail: Maintains a high degree of accuracy when reviewing loan activity, documentation, servicing system information, communications, and default milestones.
• Organization & Prioritization: Effectively manages a high-volume workload involving multiple default processes, deadlines, follow-ups, and competing priorities.
• Problem Solving: Researches servicing exceptions, discrepancies, missing information, and process issues to determine appropriate next steps and drive resolution.
• Compliance & Risk Awareness: Recognizes the importance of regulatory, investor, agency, and Company requirements and performs responsibilities with a strong focus on compliance and risk reduction.
• Quality Focus: Reviews work for accuracy, completeness, appropriate documentation, and compliance and identifies potential issues before they create downstream impacts.
• Communication: Communicates clearly and professionally with internal departments, attorneys, vendors, clients, and other business partners.
• Collaboration: Works effectively across Default, Loss Mitigation, Foreclosure, Bankruptcy, Claims, Customer Experience, Compliance, Quality Assurance, and other Servicing functions.
• Initiative: Proactively identifies approaching deadlines, incomplete tasks, documentation deficiencies, servicing exceptions, and other items requiring attention without waiting for issues to escalate.
• Continuous Improvement: Identifies recurring issues, unnecessary manual activities, workflow gaps, and opportunities to improve default servicing processes.
• Technology & Systems: Effectively utilizes servicing systems, workflow tools, document management, reporting, automation, and other technology to manage assigned responsibilities and improve efficiency.
• Adaptability: Effectively supports multiple areas of Default Servicing and adjusts priorities as portfolio conditions, regulatory requirements, workloads, and business needs change.
• Borrower & Client Focus: Understands that accurate and timely default servicing directly impacts borrowers and clients and approaches responsibilities with professionalism, urgency, and care.
• Professionalism & Integrity: Demonstrates sound judgment, confidentiality, accountability, positivity, and high ethical standards when handling sensitive borrower and Company information.

Education, Experience and /or Skills

Education

• High School diploma or equivalent required.
• Associate’s or Bachelor’s degree in Business Administration, Finance, Accounting, or a related field preferred.
• Relevant mortgage servicing experience may be considered in lieu of post-secondary education.

Experience

• Minimum of two (2) years of mortgage servicing, financial services, default servicing, or related experience preferred.
• Experience in one or more areas of Default Servicing, including Collections, Loss Mitigation, Foreclosure, Bankruptcy, Claims, REO, or Default administration, strongly preferred.
• Working knowledge of mortgage servicing processes, loan documentation, payment histories, servicing system notes, and account research.
• Experience monitoring loan-level tasks, milestones, deadlines, exceptions, or workflow queues preferred.
• Experience communicating and coordinating with attorneys, vendors, investors, mortgage insurers, or other third-party service providers preferred.
• Experience reviewing loan documentation and servicing activity for accuracy, completeness, and compliance.
• Experience researching servicing discrepancies, exceptions, escalations, or account-level issues and following them through resolution.
• Familiarity with FHA, VA, USDA, Fannie Mae, Freddie Mac, and investor servicing requirements preferred.
• Experience working in a regulated environment where accurate documentation, timely processing, and adherence to established procedures are required.
• Experience supporting quality control, audits, compliance reviews, or process-improvement initiatives is a plus.

Computer & Equipment Skills

• Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
• Word processing (speed and accuracy)
• MSP or FICS’ Mortgage Servicer a plus
• Email
• Internet software
• Use typical office equipment (computers, fax, phones, copiers, scanners, etc.)

Physical Requirement:

• Vision (with or without correction) sufficient to read a computer screen and to operate office equipment
• Clear speaking voice on the telephone, in person, and recorded
• Hearing within normal ranges in noise environments typical of office
• Able to sit for long periods of time at computer or other work-station and in meetings
• Able to use computers and operate equipment
• Able to lift 10 pounds occasionally unassisted  

 

EEO Statement: As part of our dedication to the diversity of our workforce, BrightShore Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.