Loss Mitigation SPOC

Guild Mortgage; California (MO); On-site; USD 27,552 - 34,440; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

AD&D

LTD (Long-term disability)

401(k) with employer match

Job summary

Guild Mortgage Company is seeking a Loss Mitigation Single Point of Contact to serve as the primary liaison for borrowers facing financial hardship. You will explain loss mitigation options, coordinate document collection, and communicate outcomes while maintaining compliant, thorough records.

The role requires a strong understanding of mortgage products, regulatory frameworks, and the ability to manage a high‑volume workflow with accuracy and empathy for clients in distress.

Qualifications

• High school diploma or equivalent required; college courses or a bachelor’s degree in finance, business, or a related field preferred, along with a 2+ years working in a mortgage loss mitigation role.
• Knowledge of conventional and government mortgage loan documents, including processes and regulatory requirements.
• Familiarity with CFPB, FCRA, TCPA, and FDCPA
• Strong interpersonal, critical-thinking, and problem-solving abilities
• Advanced math skills preferred

Responsibilities

• Serve as a subject‑matter‑expert for assigned loan products to ensure compliance and document communications within the servicing system.
• Communicate loss mitigation workout outcomes (approval/denial) and related options per guidelines.
• Coordinate receipt of required documents and notify borrowers of missing items.
• Manage an assigned work queue to ensure timely communications with borrowers.
• Assist with borrower mediations, meetings, and calls; provide loss mitigation options and follow up for information.
• Assist with internal and external audit preparations and respond to exam activities as assigned.
• Educate successors on documentation requirements to establish successor‑in‑interest status and ensure timely document return.
• Review written communications prior to sending to borrowers for completeness.
• Respond to escalated borrower inquiries with detailed explanations of denials/approvals and criteria.
• Ensure compliance with applicable laws and Guild’s policies; stay current on industry regulatory changes.
• Provide accurate information to resolve issues and follow up on commitments.

Skills

Interpersonal skills

Critical thinking

Problem solving

Attention to detail

Communication skills

Education

High School Diploma or equivalent

Bachelor's degree in Finance/Business or related field (preferred)

Tools

Microsoft Word

Excel

Outlook

Job description

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm, we are dedicated to serving the homeowner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Loss Mitigation Single Point of Contact (SPOC) plays an important role in the organization by performing a variety of tasks related to the company’s Loss Mitigation functions. The role is responsible for acting as a single point of contact for Loss Mitigation activities. This role works directly with borrowers experiencing financial hardships to identify homeownership retention options for eligible FNMA, FHLMC, USDA, FHA, and VA loans. Activities include, but not limited to, missing document follow-up, communicating approval and/or denial decisions associated with the Loss Mitigation evaluation, monitoring trial payment plans, and educating borrowers on Loss Mitigation programs in accordance with established investor/insurer, state, and federal guidelines/regulations.

Compensation

This role is a non-exempt position with a Targeted Salary Range of $20/hr to $25/hr. Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.

Essential Functions

• The SPOC will serve as a subject‑matter‑expert for assigned loan product(s) to ensure compliance with investor/insurer and/or regulatory guidelines by communicating with borrowers to explain loss mitigation options and how to apply for assistance, while properly documenting communications within the servicing system.
• Effectively communicate Loss Mitigation workout evaluation outcomes (approval or denial), including modifications, payment deferrals/partial claims, forbearance, short‑sale and DIL workouts in accordance with investor/insurer guidelines, while maintaining a professional demeaner.
• Coordinate the receipt of all necessary documents and notify the borrower of any required documents necessary to complete the Loss Mitigation application.
• Effectively and independently manage an assigned work queue to ensure complete, accurate, and timely communications with the borrower.
• Assist with borrower mediations, meetings, and calls; provide loss mitigation options, communicate options, and follow up with borrows to obtain outstanding lien or judgment information.
• Assist with internal and external audit preparations, post-audit findings to investors, and any other exam activities, as assigned.
• Work with potential successors to educate them on documentation requirements to establish successor‑in‑interest status, including follow‑up to communication to encourage the timely return of required documents.
• Review written communication prior to sending to borrowers for completeness and
• Respond to escalated borrower phone calls and provide detailed, thorough explanations of denials and approvals, calculations, and criteria.
• Ensures compliance with applicable federal, state, and local laws and regulations. Completes all required compliance Maintain knowledge of and adhere to Guild’s internal compliance policies and procedures.
• Identify and stay current on changes in industry regulations, and recommend updates to internal policies, procedures, policies, and systems based on new/changed requirements.
• Provide accurate and complete information to resolve issues and follow up on any outstanding issues or commitments promptly and when promised.
• Actively participate in a Call Quality program to demonstrate commitment to continuous
• Collaborate with other default servicing team members to ensure proper loan handling to prevent dual
• Demonstrate critical thinking skills and sound judgment in all aspects of role, while reinforcing cultural values and accountability for results.
• Monitors inventory of assigned loans in-process to identify any deviation from standard processing time and take appropriate actions, including referring to management for alternatives to ensure timely resolution.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required; college courses or a bachelor’s degree in finance, business, or a related field preferred, along with a 2+ years working in a mortgage loss mitigation role.
• Strong working knowledge of conventional and government mortgage loan documents, including overall processes and inter‑relationships, standards and requirements, terminology, compliance, and regulatory requirements related to federal debt collection laws, Federal Bankruptcy Laws, and proper handling of other legal situations.
• Knowledge of Standard Operating Procedures associated with CFPB, FCRA, TCPA, and FDCPA
• Ability to work in a demanding role that requires patience and professionalism while interacting with consumers experiencing financial and emotional stress.
• Strong interpersonal, critical‑thinking, and problem‑solving
• Highly organized and detail oriented; ability to manage a high volume of assigned
• Work in a fast-paced, department‑metrics‑driven environment Advanced math skills preferred.
• Proficiency with basic internet searches, data entry, Microsoft Word, Excel and Outlook
• Familiarity with document retention software. 10‑key by touch strongly preferred.

Supervision

• Moderate level of independent judgment and decision‑making
• Frequent contact with borrowers

Requirements

Travel: 0%. Physical: Work is primarily sedentary; mobility in an office setting. Manual Dexterity: Frequent use of computer keyboard and mouse. Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media. Environmental: Office environment – no substantial exposure to adverse environmental conditions.

Benefits

Guild offers a pleasant work environment, competitive compensation and excellent benefits package, including medical, dental, vision, life insurance, AD&DD, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.