Loss Mitigation Specialist

FPS Innovation Labs; Charlotte (NC); Hybrid; USD 52,000 - 68,000; Full time

Job summary

Full Potential Solutions (FPS) in Charlotte, NC, seeks a Loss Mitigation Specialist to manage non-performing mortgage portfolios, negotiate loss mitigation options, and minimize foreclosure losses. The role involves outbound calls, evaluating borrower needs, and applying appropriate tools within a compliance-focused environment.

The position operates in a hybrid work setting, requires high attention to detail, and emphasizes customer communication and problem-solving with lenders, attorneys, and

Qualifications

• Requires high school diploma or GED; an AA degree preferred.
• Experience in loss mitigation or mortgage servicing is valued.
• Strong communication and advisory skills for customer contacts.
• Ability to work in a structured, compliance-driven environment.

Responsibilities

• Contributes to department progress by understanding performance measurements.
• Meets monthly individual and team goals and KPIs.
• Manages a portfolio of delinquent mortgage products and applies loss mitigation strategies.
• Handles inbound/outbound calls to customers, attorneys, realtors, and others to discuss options.
• Explains loan modification, short sale, deeds in lieu, and other loss mitigation options.
• Analyzes financial situations and recommends appropriate loss mitigation tools.
• Performs light skip-tracing tasks to locate borrowers.
• Reviews title searches to ensure lien status integrity.
• Ensures compliance with company policies and procedures.
• Updates daily reports and accounts.

Skills

Attention to detail

Multi-tasking

Verbal & written communication

Teamwork

Good judgment

Consulting & advising

Education

High school diploma or GED

Associate's degree

Tools

MSP

Black Knight/LPS

Fiserv

Microsoft Office

Job description

Operations

• Charlotte, North Carolina
• Hybrid

Loss Mitigation Specialist

About Us

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.

Our Core Values

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission

To create conditions within which people can thrive!

Loss Mitigation Specialist

The Loss Mitigation Specialist acts as the Single Point of Contact (SPOC) and is assigned a portfolio of non-performing assets to contact, negotiate and complete loss mitigation alternatives to minimize foreclosure losses.

Essential Duties and Responsibilities

• Contributes to the progress of the department by understanding the measurements used to define success and how they can positively impact those measurements.
• Meets monthly individual and team goals and key performance indicators.
• Handles a portfolio of multiple mortgage products that are 90+ days delinquent, or have requested loss mitigation, as governed by investor, departmental and legal guidelines; minimizing the loss due to foreclosure through the use of loss mitigation options.
• Receives inbound calls and makes outbound calls to customers, attorneys, realtors and other authorized parties on the account and educates them on options available to resolve delinquencies.
• Understands and discusses customers’ general requirements for loan modifications, short sales, deeds in lieu, cash for keys, and consents to judgment other loss mitigation options.
• Analyzes specific financial situations; recommends and initiates the proper loss mitigation tool to assist each borrower.
• Conducts light skip-tracing activities.
• Reviews title searches to ensure that no title issues threaten the standing of our investor’s lien on the property.
• Ensures compliance with company policies and procedures.
• Reviews and update daily reports and accounts.

Qualifications

• Excellent attention to detail.
• Ability to multi-task and consistently meet multiple deadlines.
• Strong verbal and written communication skills.
• Ability to work in a team environment.
• Ability to use good judgment.
• Strong consulting and advising customer communication skills via telephone and written communication.

Competencies

• Adaptability - Adapts to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change delays, or unexpected events.
• Business Ethics– Treats people with respect. Keep commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.
• Communications- Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written form. Expresses ideas and thoughts in written form. Exhibits good listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication method.
• Customer Service- Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
• Dependability- Responds to requests for service and assistance. Follows instructions, responds to management direction. Takes responsibility for own actions. Commits to doing the best job possible. Keeps commitments. Meets attendance and punctuality guidelines.
• Teamwork- Balances team and individual responsibilities. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts success of team above own interests.

Education/Experience

High school diploma or general education degree (GED) required. Associate's degree (A. A.) from two-year College preferred. Two to four years' related experience and/or training required. GSE loss mitigation experience preferred, with specific emphasis on FHLMC and FNMA loss mitigation.

Language Ability

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Ability

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills

Working knowledge of and experience with Microsoft Office (Word, Excel, and Outlook). Previous experience with MSP, Black Knight/LPS and Fiserv preferred.

Certificates and Licenses

N/A

Supervisory Responsibilities

N/A

Travel

Some travel maybe required.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position works in a typical office environment with moderate noise levels.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee is regularly required to sit while working at a desk, occasionally standing, walking, and using hands to lift and/or move up to 10 pounds. May also climb or balance; stoop, kneel, crouch or crawl. Needs to be able to talk and hear, but no special vision is required beyond the ability to see in order to read.

Department Operations Role Agent Locations

Charlotte, North Carolina

Remote status Hybrid

Contact

Contact FOX Talent Acquisition

Colleagues

FOX