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U.S. Bank Head of Mortgage & Consumer Loss Mitigation in Irving, Texas

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

U.S. Bank is searching for a seasoned executive to lead the Collections and Loss Mitigation team for the Home Mortgage and Consumer Loan Portfolios. This leader will establish the vision and transformational direction for the functions in their organization and engage plans for achieving that vision for the future. This individual will play a key leadership role in developing and delivering strategic priorities in line with U.S. Bank overall priorities, helping the bank become a more client-centric, modern, and efficient institution.

This leader will partner with the Consumer Lending line of business as an integrated service provider. In partnership with senior executive business leaders, the new individual will set and achieve long-term strategic objectives, building out further horizontal operational capabilities while delivering on near-team business objectives and client experience outcomes. This role will be responsible for leadership of approximately 400 professionals across North America.

U.S. Bank is focused on enhancing customer service, automating and digitizing processes, building new capabilities, and driving efficiency across business units and corporate functions, and as such, this individual must bring a passion for customer service, a desire to lead change on behalf of customers and colleagues alike, and be able to operate in a centralized, highly accountable construct. This individual must strike the right balance between leading change at a swift pace while maintaining a disciplined focus on risk and compliance management. Responsibilities encompass oversight of various functions, including Collections, Loss Mitigation, Fulfillment, Default Underwriting and Liquidation, with a focus on operational excellence and continuous improvement.

The ideal candidate will possess in-depth knowledge of mortgage guidelines (GSE & HUD), exceptional leadership skills, a strong regulatory background, and the ability to manage multiple high-priority initiatives simultaneously.

Primary Responsibilities

Business Line Partnership

  • Build and foster strong partnerships with revenue lines of business and act as an integrated service provider accountable to the businesses and customers the function serves.

  • Design and optimize frameworks for revenue lines to grow their business in an environment of service excellence while driving large scale transformation at pace.

General Management

  • Establish operations strategy and business plan to enable the bank to maintain high efficiency and service quality and monitor performance against set targets.

  • Ensure availability and alignment of capabilities, resources, and technology to provide required efficient services at stipulated quality levels and at competitive pricing to internal clients.

  • Responsible for delivering integrated operations solutions for multiple lines of business and the broader enterprise.

  • Develop financial plan in line with overall operations plan

  • Ensure availability of corporate contingency plan for core operations processes, ensure periodical review and update of the plan, and ensure periodical testing in coordination with other business groups.

Day-to-Day Management

  • Management of all areas of U.S. Bank’s customer facing default servicing including: SPOC, Loss Mitigation, Default Fulfillment, Liquidations, Mortgage Collections, and Consumer Collections.

  • Provide oversight of end-to-end ‘Issue Management’ within the organization, including partnership with Default controls team issues/initiatives.

  • Conduct/secure data analysis and trending of defect data to identify opportunities for continuous improvement.

  • Ensure accurate data aggregation and tracking related to exceptions/issues, defects, root cause, and action plan status.

  • Coordinate Change Implementation within the organization, including prioritization of technology enhancements.

  • Oversee operational execution of the ‘Data Reconciliation Team’, tasked with updating Systems of Record to ensure consistent information.

  • Document, evaluate, and monitor controls developed by the Business Line, including reporting on control breaches, overseeing Root Cause Analysis, and holding the Business Line accountable through the development of Action Plans.

  • Coordinate Customer Facing Default Operations engagement with business partners and stakeholders across U.S. Bank.

  • Work with appropriate parties within the team and across the organization to effectively communicate management and executive reporting.

People & Performance Management

  • Build and harness highly talented, diverse teams: coach and develop others, understand team dynamics, and strengthen the overall capability of the organization.

  • Attract, hire, develop, and retain a pool of talented and successful professionals.

Skills and Preferred qualifications

  • Extensive experience in Default and Loss Mitigation

  • Experience with: Collections, Loss Mitigation, Fulfillment, Default Underwriting and Liquidation

  • Extensive experience in Consumer Loan Portfolios

  • Financial services operations experience; Experience leading operations teams across multiple product areas (e.g., residential mortgage, loss mitigation, and default servicing, etc.)

  • Enterprise-level operations leadership experience; Experience in group-level, divisional, or regional operations leadership positions is required.

  • Experience leading an organization through operational transformation/re-engineering efforts; Improving efficiency, reducing costs through artificial intelligence, machine learning, robotic process automation, or other digital capabilities.

  • Bachelor's degree; master’s degree, or equivalent professional qualifications

  • Team leadership experience of organizations; Experience including full-time, contract, and vendor resources.

  • Experience with executive committee and board-level engagement; Experience interacting and engaging at the highest levels of an organization; professional presentation skills and executive presence; ability to successfully manage competing priorities against deadlines and deliverables.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants (https://careers.usbank.com/global/en/disability-accommodations-for-applicants) .


Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

  • Healthcare (medical, dental, vision)

  • Basic term and optional term life insurance

  • Short-term and long-term disability

  • Pregnancy disability and parental leave

  • 401(k) and employer-funded retirement plan

  • Paid vacation (from two to five weeks depending on salary grade and tenure)

  • Up to 11 paid holiday opportunities

  • Adoption assistance

  • Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

EEO is the Law

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS (https://eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) EEO poster.


U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program (https://careers.usbank.com/verification-of-eligibility-for-employment) .

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $208,505.00 - $245,300.00 - $269,830.00

Job postings typically remain open for approximately 20 days of the posting date listed above, however the job posting may be closed earlier should it be determined the position is no longer required due to business need. Job postings in areas with a high volume of applicants, such as customer service, contact center, and Financial Crimes investigations, remain open for approximately 5 days of the posting listed date.