Loan Counselor/Late Stage Collections

Cascade Financial Services; Rapid City (SD); Remote; USD 46,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401K match

Paid time off

Sick time

10 paid holidays

Remote work opportunities

Job summary

Cascade Financial Services is seeking a Loan Counselor to manage mobile home mortgage accounts from delinquency to resolution. You will focus on borrower outreach, payment collection, counseling, and loss mitigation in coordination with GSE, FHA, VA, Freddie Mac, and Conventional loans.

Ideal candidates bring 1–3 years in mortgage collections or servicing, strong negotiation and customer service skills, and proficiency with mortgage servicing systems and Microsoft Office.

Qualifications

• High school diploma or equivalent required; college coursework preferred.
• 1–3 years of mortgage collections or servicing experience, including mobile homes preferred.
• Working knowledge of GSE, FHA, VA, and Conventional loan programs.
• Strong negotiation, communication, and customer service skills.
• Ability to handle sensitive financial conversations with empathy and professionalism.
• Proficient with mortgage servicing systems and Microsoft Office.

Responsibilities

• Manage a portfolio of mobile home mortgage loans across all stages of delinquency.
• Perform outbound and inbound borrower contact to resolve delinquent accounts.
• Analyze borrower financial situations and provide counseling on available options.
• Negotiate repayment plans and resolve delinquencies through full reinstatement.
• Evaluate eligibility for loss mitigation options, including forbearance, repayment plans, and loan modifications.
• Initiate and track loss mitigation workflows in compliance with investor guidelines.
• Maintain accurate and detailed servicing notes in the loan servicing system.
• Ensure compliance with FDCPA, CFPB, RESPA, and investor requirements.
• Collaborate with internal departments such as Loss Mitigation, Customer Service, Bankruptcy, and Foreclosure as needed.
• Meet or exceed individual and team performance metrics.

Skills

Negotiation

Customer service

Communication

Empathy

Mortgage knowledge

Education

High school diploma or equivalent

Tools

Mortgage servicing systems

Microsoft Office

Job description

Medical, Dental, Vision, Life, 401K match, PTO, Sick Time, 10 Paid Holidays, Remote work opportunities

What You’ll Do At Cascade

Serve the American Dream Through Attainable Home Ownership.

Top hourly pay! Starting at $22/Hour+ and up to $1000/month in bonus!

Full desktop equipment provided!

Industry leading company with great culture and A+ BBB Ranking!

• Remote, Chandler, AZ
• Remote, Rapid City, SD
• Remote, Knoxville, TN

Summary

The Loan Counselor is responsible for managing mobile home mortgage accounts from early-stage delinquency through resolution (“cradle to grave”). This role focuses on borrower outreach, payment collection, counseling, and loss mitigation when repayment is not immediately achievable. The Loan Counselor works GSE, FHA, VA, Freddie Mac, and Conventional loans and ensures compliance with all federal, state, investor, and company guidelines.

Key Responsibilities

• Manage a portfolio of mobile home mortgage loans across all stages of delinquency
• Perform outbound and inbound borrower contact to resolve delinquent accounts
• Analyze borrower financial situations and provide counseling on available options
• Negotiate repayment plans and resolve delinquencies through full reinstatement
• Evaluate eligibility for loss mitigation options, including forbearance, repayment plans, and loan modifications
• Initiate and track loss mitigation workflows in compliance with investor guidelines
• Maintain accurate and detailed servicing notes in the loan servicing system
• Ensure compliance with FDCPA, CFPB, RESPA, and investor requirements
• Collaborate with internal departments such as Loss Mitigation, Customer Service, Bankruptcy, and Foreclosure as needed
• Meet or exceed individual and team performance metrics

Qualifications

• High school diploma or equivalent required; college coursework preferred
• 1–3 years of mortgage collections or servicing experience, including mobile homes preferred
• Working knowledge of GSE, FHA, VA, and Conventional loan programs
• Strong negotiation, communication, and customer service skills
• Ability to handle sensitive financial conversations with empathy and professionalism
• Proficient with mortgage servicing systems and Microsoft Office

About Cascade & Our Culture

Since opening our doors in 1999, Cascade Financial Services has grown to become one of the most trusted lenders in Attainable Housing. Our goal is to help thousands of families realize the dream of home ownership by offering mortgage loan solutions customized to the manufactured housing marketplace leveraging state-of-the-art business automation coupled with the most skilled professionals in the industry.

The Cascade culture lives in our team members!!! We are focused and dedicated to developing and providing a platform for growth. We are proud of the team that we've built and are looking for great people who will embrace our values and contribute to them: T.I.E.S. Teamwork, Integrity, Excellence, and Service. We believe in work/life balance and a positive/family-like work environment. Together, we will continue to lead the way and make a difference.

Join our team and assist us to Serve the American Dream Through Attainable Home Ownership.