Sr. Director, Closings & Short Sale

The Sr. Director, Closings & Short Sale leads SmartSale's specialist short sale team, which attaches to any homeowner from the Servicer Program or Retail Market Concierge teams once the homeowner is under contract and needs help getting a short sale approved. The team acts as the homeowner's ombudsman to the servicer and investor, guiding the seller and the seller's agent through hardship applications, document collection, relocation assistance, leasebacks, and every other step needed to win approval. The Sr. Director owns the outcome: files cleared to close by the servicer and investor so that Auction.com's closing team can coordinate with external title companies for payment and closing. The role also works with Product to build technology that streamlines document collection, delivery, and workflow. The ideal candidate brings deep distressed asset disposition experience, with direct short sale experience either submitting applications to servicers and investors or reviewing and approving them on a servicer's or investor's behalf, including HUD, Fannie Mae, and Freddie Mac, and the leadership skills to build and run a team.
Key Responsibilities
Short Sale Strategy & Leadership

Own SmartSale's post-contract short sale approval function for homeowners referred by either Concierge team, from executed contract through servicer and investor approval and clear to close
Set the vision, operating model, service standards, and targets for short sale approvals, including approval rate, approval cycle time, and time to clear to close
Lead the Coordination Manager, who leads the Short Sale Coordinators, and the on-site Facilitators embedded with servicers
Build, hire, develop, and retain a specialist team with deep short sale expertise, and scale capacity as volume grows
Establish operating rhythms, escalation protocols, quality standards, and performance management across the team

Servicer & Investor Approval Management

Serve as senior ombudsman to servicers and investors, including HUD, Fannie Mae, and Freddie Mac, on short sale applications, submissions, and approvals
Ensure files are complete, accurate, and submitted in line with each servicer's and investor's requirements, and that retention options have been reviewed where required
Manage approval conditions, valuation questions, counteroffers, extensions, and re-approvals, and drive escalations through the right servicer and investor channels
Build and maintain senior relationships with servicer loss mitigation and investor teams, and bring subject matter authority to complex or contested files
Track approval letters, conditions, and expiration dates to prevent avoidable delays and lost approvals

Seller & Agent Support

Ensure the team guides sellers and listing agents through the full short sale process with clear, empathetic, and confidential communication
Oversee hardship application support and document collection, so sellers and agents know exactly what is needed, by when, and why
Oversee coordination of relocation assistance funds, where applicable, and leaseback arrangements as part of the approval package
Keep sellers engaged and informed through long servicer review cycles, and set realistic expectations on timing and outcomes
Work with the seller's agent to resolve roadblocks, maintain momentum, and keep the file moving to approval

Clear to Close & Closing Handoff

Ensure files are cleared to close by the servicer and investor, with all approval terms, conditions, and payoff figures documented
Review preliminary settlement statements for alignment with approval terms, including commission adjustments, seller contribution limits, and buyer credits, and escalate discrepancies before closing
Hand off cleared files to Auction.com's closing team, a broader company function outside SmartSale, which coordinates with external title companies for payment and closing
Track closing risks, such as approval expirations, title issues, buyer delays, and conditions that could require re-approval

Technology, Workflow & Process

Partner with Product and Engineering to develop and use technology that streamlines document collection and delivery, status visibility, and short sale workflow
Define requirements, test and adopt new tools, and drive team adoption, using data to measure impact
Build repeatable checklists, standard operating procedures, and quality-control routines to improve submission readiness and reduce rework
Establish secure, compliant practices for handling seller documents and personal financial information, in partnership with Compliance and Product

Compliance, Quality & Reporting

Ensure the team follows servicer and investor guidelines and applicable federal, state, and local requirements, in partnership with Compliance and Legal
Build quality assurance and audit practices to reduce errors, rejections, and compliance risk
Provide regular reporting on pipeline, approval outcomes, cycle times, and risks to SmartSale and executive leadership

Cross-Functional Partnership

Partner closely with the Servicer Program and Retail Market Concierge managers to align on seller handoffs and expectations at contract
Partner with the VP of Marketplace Growth & Customer Success, Closing, Operations, Product, and Compliance to improve the end-to-end seller and servicer experience
Share servicer and investor insights to improve pricing, listing, and sales practices across the organization

Knowledge, Skills & Abilities

Deep expertise in short sale processing, review, and approval, including servicer and investor requirements, hardship packages, valuation, and approval conditions
Working knowledge of GSE and government investor guidelines, including HUD, Fannie Mae, and Freddie Mac
Strong knowledge of loss mitigation, mortgage servicing, title, escrow, and residential real estate closing processes
Ability to lead and develop managers and a specialist team, and to build accountability across a transaction-focused organization
Excellent negotiation, communication, and escalation skills with servicers, investors, agents, and sellers
Empathy and professionalism in working with homeowners experiencing financial hardship, with strict attention to confidentiality
Strong process design and problem-solving skills, with the ability to turn complex multi-party workflows into repeatable, measurable processes
Ability to partner with Product and Engineering to define requirements for workflow and document collection technology
Metric-driven approach to managing pipeline, cycle times, approval outcomes, and quality
Proficiency with CRM (Salesforce or equivalent), transaction and document management tools, and Microsoft Office Suite

Qualifications
Required

10+ years of experience in distressed asset disposition, loss mitigation, or default servicing, with direct short sale experience
Demonstrated experience with the short sale approval process from either side: preparing and submitting applications to servicers and investors, or reviewing and approving them on a servicer's or investor's behalf, including HUD, Fannie Mae, and/or Freddie Mac
5+ years of experience leading teams, including 3+ years leading managers or multi-layer teams
Experience coordinating with listing agents, sellers, servicers, title, and escrow on short sale transactions
Track record of improving process and performance in a high-volume, deadline-driven environment
Availability to support standard business hours with flexibility as needed to meet servicer, investor, and closing deadlines

Preferred

BA/BS degree or equivalent experience
Experience working inside a servicer's loss mitigation or disposition department, including reviewing and approving short sales, or at an investor or REO disposition firm
Experience with relocation assistance programs and leaseback structures in short sale transactions
Experience working with Product or Engineering teams to build or adopt workflow and document collection tools
Established relationships with servicer and investor loss mitigation teams
Experience in a real estate marketplace, proptech, or high-growth operating environment

Compensation
Irvine $150,000 – $190,000 annual base salary, plus an annual incentive tied to approval and closing outcomes. Plano Tx $140,000-$170,000k.
These range reflects what Auction.com reasonably expects to pay for this role and may vary based on skills, experience, and location.
Auction.com also offers a comprehensive benefits package for eligible employees, including (but not limited to):

Medical, dental, and vision insurance.
Auction.com contributes an amount equal to 25% of your eligible contributions in our 401k plan.
Paid Time Off (PTO), including 12 paid holidays.

The availability and value of benefits may vary and are subject to the terms and conditions of the applicable plan documents.
The Company reserves the right to modify compensation and benefits programs at any time, consistent with applicable law.
Learn more about our benefits and culture at:https://www.auction.com/lp/careers/
About Auction.com and SmartSale
Auction.com is the nation's leading online marketplace for distressed real estate, connecting sellers, servicers, and millions of registered buyers through technology built for transparency and speed. SmartSale™, powered by Auction.com, extends that marketplace to homeowners who need a better path to sell, including those facing financial hardship. It offers multiple selling pathways, such as auction and direct offers, supported by local agents and a dedicated team. Our work helps sellers protect their equity and gives servicers a documented, compliant route to resolution.
Equal Opportunity Employer
Auction.com is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other characteristic protected by applicable law.

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