Loss Mitigation SPOC - Homeowner Retention Specialist

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 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.