Loss Mitigation Specialist

Click N' Close, Inc.; Addison (TX); In loco; USD 42.000 - 65.000; Tempo pieno

Descrizione del lavoro

Click N' Close, Inc. is seeking a Loss Mitigation Specialist to work in Addison, TX, in-office. The role focuses on advising borrowers on loss mitigation options and reviewing applications to determine feasible workout alternatives.

You will review financials, request documentation, and communicate outcomes with care and accuracy. The position requires 2+ years in Mortgage Servicing Call Center or Collections, weekend availability, and adherence to CFPB guidelines.

Competenze

• 2+ years in Mortgage Servicing Call Center or Collections
• Pass background check and demonstrate reliability
• Ability to work a schedule that includes some weekends
• High school diploma required; bachelor’s preferred

Mansioni

• Initiate live contact with borrowers to advise of application review and status upon review completion
• Identify potential loss mitigation options/solutions
• Review financial documents and request items required for workout review
• Interview borrowers to understand borrower-specific situations
• Make outbound follow-up calls on incomplete Loss Mitigation applications
• Document each customer interaction accurately in the Mortgage Servicing system
• Inform borrowers of changes to dates, timelines, and loss mitigation decisions

Conoscenze

Customer service

Communication skills

Bilingual English/Spanish

Formazione

Bachelor’s degree or equivalent

High School diploma

Strumenti

LoanServ (Fiserv/Sagent)

Mortgage servicing systems

Descrizione del lavoro

Job Title: Loss Mitigation Specialist

Location: Addison (In office position)

Hours: 9:00 am – 6:00 pm M-F; 8:00 am – 12:00 pm Sat. (Occasional/As Needed)

Summary: The Loss Mitigation Specialist contributes towards finding solutions for maintaining home ownership as well as exploring loan liquidation options when home retention is not feasible. The agent will be responsible for document review and communication on all received Loss Mitigation applications. Our Loss Mitigation Specialists are expected to engage, understand, and advise borrowers of available options to resolve mortgage delinquency and default.

Essential Duties and Responsibilities:

• Initiate live contact with borrowers to advise of application review and status upon review completion
• Identify potential loss mitigation options/solutions
• Knowledge and experience of Loss Mitigation Guidelines and Workout solutions for Conventional (Fannie and Freddie) and Government insurers (FHA/USDA/VA/184)
• Ability to thoroughly review financial information and request appropriate documents required for workout review
• Interview borrowers to understand borrower specific situations
• Make outbound calls to follow up on incomplete Loss Mitigation applications
• Access information in multiple systems to inform borrowers of loan workout terms, important dates and deadlines.
• Notify and inform borrowers of changes to dates/timelines and loss mitigation decisions as they are made.
• Provide excellent customer service in a consistent and professional manner
• Send acknowledgement notifications within internally defined SLA
• Properly documents each customer interaction accurately and clearly in the Mortgage Servicing operating system.
• Responsible for minimizing customer impacts and ensuring each customer has a positive interaction with mortgage servicing and Loss Mitigation
• Prioritize quality and efficiency in resolving customer issues.
• Fully recognizes and utilizes available resources to ensure compliance
• Manages difficult and emotional customer situations
• Ensures compliance with all applicable federal and state mortgage laws, regulations, investor and insurer requirements and CFPB Servicing Guidelines.
• May provide a variety of support services and will demonstrate flexibility and reliability in working together with other team members to assure that business unit objectives and goals are met in a timely manner
• Other duties may be assigned.

• Completes daily work activities to meet operational requirements and department goals.

Job Competencies:

• Ability to work in a high volume, fast paced environment.
• Must work well under pressure, meeting multiple and sometimes conflicting deadlines.
• Must have demonstrated ability to collaborate and work well with others.
• Must have demonstrated ability to achieve goals.
• Must have demonstrated ability and skillset to provide exceptional customer service.
• Must have excellent verbal and written communication and listening skills.
• Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage servicing industry.
• Has current knowledge of Mortgage Servicing operating systems and resources
• Has knowledge of FDCPA, TCPA, CFPB Servicing Guidelines and state regulations related to debt collection practices.
• Good business writing and math skills.
• Strong PC skills. Must be proficient in MS Windows, MS Outlook and MS Office Suite.
• Bilingual (English/Spanish) a plus.
• Fiserv/Sagent LoanServ experience highly desirable
• Insurer Default Reporting

Education/Experience:

-Bachelor’s degree, (Preferred) -The ideal candidate will have (3+) years' experience in a Mortgage Servicing industry Collection Call Center; History of reliable attendance; Ability to work a schedule that includes some weekends; must be able to pass background investigation; High school diploma or equivalent required, bachelor's degree preferred.

Physical Demands:

Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

Work Authorization:

Must be able to verify identity and employment eligibility to work in the U.S.

Job Type: Full-time

Experience:

• Mortgage Servicing Call Center: 2 years (Required)
• Mortgage Servicing Collections: 2 years (Required)

Education:

Bachelor’s Degree or equivalent (Preferred)

High School (Required)

Language:

English, Bilingual (English/Spanish) a plus.

This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.