As the Director, Claims, you are accountable for the performance, strategy, and execution of the claims function. A seasoned mortgage default professional with deep experience in government claims, you will lead end-to-end investor claims and loss analysis, ensuring full adherence to investor and client guidelines while driving accuracy, consistency, and timeliness.

Reporting to the Division President, you will set direction, establish priorities, and deliver results for the department. You will lead a team of managers and claims professionals, promoting accountability, strong execution, and continuous improvement. You will prioritize efficiency through technology, with a clear focus on client satisfaction, employee engagement, and development.

You will oversee performance across productivity, quality, and service levels, using data to identify trends, manage risk, and improve outcomes. You will partner with internal teams and clients to ensure alignment and resolve issues as needed.

This role plays a key part in strengthening processes, maintaining compliance, and improving the overall effectiveness of the claims function while building a strong, capable team.

Responsibilities:

  • Lead and develop managers and claims teams; set direction, align priorities, and build a culture of accountability, engagement, and continuous development
  • Own end-to-end claims performance, ensuring accuracy, quality, timeliness, and full compliance with investor and client requirements
  • Serve as senior client point of contact; drive strong engagement, communication, and satisfaction while proactively addressing risks and issues
  • Drive continuous improvement of processes, systems, and technology, with a focus on automation, efficiency, and scalable transformation
  • Direct workflow strategy and resource allocation to maximize productivity and ensure coverage across clients and processes
  • Establish and maintain strong quality control and risk management practices; partner with legal and compliance on complex issues
  • Deliver clear, consistent reporting to senior leadership on performance, trends, risks, and timelines; take action to close gaps
  • Partner cross-functionally with operations, technology, legal, and compliance to improve outcomes and resolve issues
  • Lead strategic initiatives and special projects that enhance performance, client results, and organizational goals
  • Oversee efficient, seamless client onboarding with clear expectations, timelines, and performance standards
Qualifications:
  • Bachelor’s degree or equivalent experience; 12+ years in mortgage default, claims, or a related field
  • 8+ years of progressive leadership experience with a proven ability to build and sustain high-performing teams with strong morale and consistent results
  • Extensive default servicing experience with an emphasis on investor claims and loss analysis, including government claims (FHA, VA, USDA) and GSE requirements
  • Proven experience operating in a vendor or third-party provider environment supporting multiple clients with varying expectations, timelines, and service standards
  • Strong leadership presence with the ability to drive accountability, influence outcomes, and motivate teams to deliver results
  • Demonstrated focus on technology and automation, with the ability to identify opportunities, lead system improvements, and translate changes into effective team execution
  • Strong understanding of operational workflows, risk, and quality control within claims and default servicing
  • Strong client management skills, with the ability to build trust, manage expectations, and resolve complex issues
  • Excellent communication and interpersonal skills, with the ability to engage effectively across all levels and with external partners
  • Strong analytical skills, with the ability to interpret data, identify trends, and drive decision-making
  • Ability to manage competing priorities in a fast-paced environment while maintaining focus on results
  • Experience presenting to senior leadership with clear, actionable reporting on performance, risks, and opportunities

This position is eligible to receive an annual discretionary bonus.

Benefits:

  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Life & Disability Insurances
Job Type
Full-Time Regular
Location
Remote / Hybrid
Salary Range$104,000.00 — $132,000.00