Transform complex claims into maximum recoveries through operational excellence, compliance, and continuous improvement.
Position Summary
The Claims & Recovery Analyst is responsible for maximizing financial recoveries on defaulted mortgage loans through the accurate, timely, and compliant administration of mortgage insurance, investor, guarantor, and agency claims. This position serves as the operational owner of the claims lifecycle, ensuring every eligible reimbursement opportunity is identified, calculated accurately, submitted within required timeframes, and collected in full. The role performs detailed audits of delinquent, bankruptcy, foreclosure, REO, and loss mitigation loan files; validates loss analyses; prepares and files initial, supplemental, and appealed claims; and works proactively to resolve claim deficiencies, denials, curtailments, and payment discrepancies.
In addition to claims administration, the Claims & Recovery Analyst serves as a key driver of operational excellence by auditing internal and third-party vendor work, identifying recovery opportunities, reducing claim cycle times, improving claim quality, and strengthening compliance with investor, insurer, agency, and regulatory requirements.
This position partners closely with Default, Foreclosure, Bankruptcy, Loss Mitigation, REO, Accounting, Investor Reporting, and third-party vendors to ensure claims are processed efficiently, recoveries are maximized, timelines are consistently improved, and all servicing activities support BrightShore’s commitment to operational excellence, financial stewardship, and exceptional client service.
Success in this role is measured not only by the accurate preparation and timely filing of claims, but also by increasing recovery rates, reducing claim aging, minimizing denials and curtailments, improving vendor performance, identifying process improvements, leveraging automation opportunities, and continuously enhancing the overall effectiveness of BrightShore’s claims and recovery operations. This role requires strong analytical skills, attention to detail, sound judgment, ownership, and a continuous improvement mindset focused on protecting BrightShore’s financial interests while maintaining the highest standards of quality, compliance, and servicing excellence.
Core Competencies:
- Analytical Decision Making: Evaluates complex loan files, financial data, investor guidelines, and supporting documentation to make sound, accurate, and timely claim decisions.
- Attention to Detail: Maintains exceptional accuracy while reviewing loan documentation, calculating claim amounts, auditing vendor work, and validating recoverable expenses.
- Claims & Recovery Expertise: Demonstrates strong knowledge of mortgage insurance, investor, agency, and guarantor claim requirements while maximizing financial recoveries and ensuring regulatory compliance.
- Continuous Improvement: Identifies opportunities to improve workflows, eliminate bottlenecks, reduce claim cycle times, increase automation, and enhance operational efficiency.
- Quality Focus: Consistently delivers complete, accurate, and compliant work while maintaining high standards for documentation, calculations, and claim submissions.
- Vendor Performance Management: Holds third-party vendors accountable for service levels, turnaround times, quality expectations, and compliance requirements while fostering productive business relationships.
- Financial Stewardship: Protects Company assets by ensuring all eligible recoveries are pursued, allowable expenses are captured, payment discrepancies are investigated, and reimbursement opportunities are maximized.
- Problem Solving: Researches complex claim issues, denials, curtailments, payment variances, and operational challenges to identify root causes and implement effective solutions.
- Planning & Organization: Effectively manages competing priorities, large claim inventories, regulatory deadlines, and multiple workstreams while consistently meeting service level expectations.
- Communication: Communicates professionally and effectively with investors, insurers, vendors, attorneys, auditors, and internal business partners through clear written and verbal communication.
- Collaboration: Works effectively across Default, Foreclosure, Bankruptcy, Loss Mitigation, REO, Accounting, Investor Reporting, Compliance, and Servicing Operations to achieve common business objectives.
- Ownership & Accountability: Takes personal responsibility for assigned portfolios, follows issues through final resolution, meets commitments, and proactively addresses risks before they impact recoveries.
- Adaptability: Quickly responds to changing investor requirements, regulatory updates, technology enhancements, and business priorities while maintaining productivity and quality.
- Technology & Automation Mindset: Leverages servicing systems, reporting tools, workflow technology, and automation opportunities to improve productivity, reporting accuracy, and operational scalability.
- Professionalism & Integrity: Demonstrates sound judgment, maintains confidentiality, conducts business ethically, and consistently represents the Company's values in every interaction.
Supervisor Responsibilities (if applicable):
Duties/Responsibilities
- Review delinquent, defaulted, foreclosure, bankruptcy, REO, and loss mitigation mortgage loan files to determine mortgage insurance, investor, guarantor, and agency claim eligibility.
- Perform comprehensive audits of loan documentation, servicing history, payment activity, foreclosure actions, bankruptcy proceedings, escrow activity, advances, property preservation, legal expenses, and loss mitigation efforts to ensure complete and accurate claim preparation.
- Calculate claim proceeds, allowable expenses, recoverable advances, loss figures, curtailments, and reimbursement amounts, in accordance with FHA, VA, USDA, FNMA, FHLMC, private mortgage insurance, investor, and insurer guidelines.
- Prepare, file, submit, and monitor all mortgage insurance, guaranty, investor, and supplemental claims through final settlement and reimbursement.
- Review and validate vendor-prepared claim packages for accuracy, completeness, supporting documentation, guideline compliance, and financial accuracy prior to submission.
- Perform quality assurance reviews of internal and third-party claim work to ensure maximum reimbursement opportunities are captured, and claim deficiencies are eliminated.
- Audit vendor performance through scorecards, file reviews, trend analysis, and performance metrics while holding vendors accountable to contractual service levels and quality expectations.
- Proactively manage third-party vendors to reduce claim preparation timelines, improve filing speed, eliminate rework, and increase overall recovery performance.
- Identify process bottlenecks affecting claim turnaround times and recommend automation, workflow enhancements, and operational improvements that reduce cycle times while improving quality.
- Monitor aging pipelines, milestone reports, suspense items, and filing deadlines to ensure claims are submitted timely and statutory, investor, and insurer deadlines are never missed.
- Analyze claim denials, curtailments, shortages, and exceptions to determine root causes and implement corrective actions that improve future recoveries.
- Prepare claim appeals, supplemental claims, reconsideration requests, indemnification requests, and supporting documentation to maximize recoveries.
- Review, audit, validate, and dispute Loss Analysis products prepared by internal teams or external vendors to ensure balances, expenses, recoveries, and calculations are accurate before approval.
- Reconcile claim proceeds and recoveries against expected reimbursement amounts and investigate all payment variances.
- Research and resolve billing disputes, reimbursement discrepancies, expense recoverability questions, and vendor invoice exceptions.
- Maintain detailed status updates within servicing systems to accurately reflect claim progress, outstanding conditions, vendor actions, expected recoveries, and final resolution.
- Produce reporting identifying recovery trends, aging, outstanding inventory, vendor performance, claim cycle times, denial rates, appeal success rates, and recovery opportunities.
- Recommend operational improvements that increase recoveries, reduce losses, improve compliance, and enhance borrower, investor, and insurer outcomes.
- Support internal audits, regulatory examinations, investor reviews, and external audits by providing complete claim documentation, histories, calculations, and supporting evidence.
- Maintain expert knowledge of evolving FHA, VA, USDA, FNMA, FHLMC, private mortgage insurance, investor, and servicing guidelines affecting claims administration.
- Participate in system testing, workflow enhancements, automation initiatives, and implementation of new claim processes designed to improve efficiency and scalability.
- Cross-train with Default, Foreclosure, Bankruptcy, Loss Mitigation, REO, Investor Reporting, and Accounting teams to ensure seamless claim processing and operational continuity.
- Perform additional duties and special projects as assigned.
Education, Experience and /or Skills
- High School Diploma or equivalent required.
- Associate's or Bachelor's degree in Business, Finance, Accounting, Mortgage Banking, Risk Management, or a related field preferred.
- Minimum of three (3) years of mortgage servicing experience with a concentration in Default Servicing, Claims, Loss Mitigation, Foreclosure, Bankruptcy, REO, Investor Reporting, or related servicing functions.
- Minimum of two (2) years of direct experience preparing, auditing, or managing mortgage insurance, investor, guarantor, or agency claims preferred.
- Demonstrated experience with FHA, VA, USDA, Conventional, FNMA, FHLMC, and private mortgage insurance claim processes.
- Experience preparing and auditing FHA Part A, Part B, Supplemental, CWCOT, PFS, Conveyance, VA TOC, VA Form 26-1874, USDA, Private Mortgage Insurance, and other investor claim types preferred.
- Experience reviewing foreclosure expenses, attorney invoices, property preservation costs, bankruptcy expenses, escrow advances, corporate advances, and recoverable default-related expenses.
- Experience calculating claim proceeds, recoverable advances, allowable expenses, loss analysis, curtailments, and reimbursement amounts.
- Experience auditing vendor-prepared claims, managing third-party vendor relationships, and holding vendors accountable for quality, service level agreements, and turnaround times.
- Experience researching and resolving claim denials, payment shortages, curtailments, supplemental claims, appeals, and reimbursement discrepancies.
- Demonstrated success identifying operational improvements that reduce claim aging, improve recovery rates, increase accuracy, and strengthen compliance.
- Experience working with mortgage servicing systems, investor portals, document imaging systems, and workflow management platforms.
- Experience supporting internal audits, investor reviews, regulatory examinations, or quality assurance initiatives is preferred.
- Ability to interpret investor guides, mortgage insurance requirements, agency regulations, and servicing guidelines.
- Strong analytical and financial reconciliation skills with the ability to identify calculation errors, recovery opportunities, and process deficiencies.
- Exceptional attention to detail with the ability to audit complex loan files and supporting documentation.
- Excellent organizational and time management skills with the ability to manage a large pipeline while consistently meeting filing deadlines.
- Strong problem-solving skills with a continuous improvement mindset focused on increasing recoveries and reducing operational risk.
- Excellent written and verbal communication skills with the ability to effectively interact with investors, insurers, vendors, attorneys, auditors, and internal business partners.
- Ability to independently prioritize workload while managing multiple deadlines in a fast-paced environment.
- High level of integrity, accountability, confidentiality, and professional judgment.
- Strong proficiency in Microsoft Excel, including formulas, lookups, filtering, pivot tables, and data analysis.
- Experience with FICS Mortgage Servicer, MSP, Black Knight, Sagent, or similar mortgage servicing platforms is preferred.
- Experience with automation tools, workflow systems, reporting platforms, or business intelligence solutions 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 workstation 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 ordinance
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: Remote
