Mortgage Assistance Coordinator

Primary Residential Mortgage; Centennial Park (AZ); On-site; USD 50,000 - 70,000; Full time

Job summary

Primary Residential Mortgage is seeking a dedicated professional to review borrower hardship packages and determine approvals or denials according to investor guidelines. The role includes monitoring plans, maintaining records, and ensuring compliance with regulatory requirements.

This position requires strong communication, analytical skills, and the ability to manage multiple tasks while coordinating with internal teams.

Qualifications

• Strong written and verbal communication skills
• Analytical and problem-solving abilities
• Ability to multi-task efficiently in a fast-paced environment
• Strong organizational skills and attention to detail
• Knowledge of Microsoft Office applications (Word, Excel, Outlook, PowerPoint)

Responsibilities

• Review hardship packages and communicate approval/denial results in a timely manner
• Ensure packages are reviewed and decisioned within required timeframes
• Advance home-retention options based on financial hardship details and investor guidelines
• Monitor and coordinate with title, receivers, and collateral teams as needed
• Maintain documentation and update loan files with borrower information and outcomes
• Stay informed on investor, agency, and regulatory updates to available programs

Skills

Communication

Analytical

Problem-solving

Multi-tasking

Organization

MS Office

Education

High School Diploma

Job description

Position purpose

Complete detailed review of the borrower’s financial circumstances in comparison with investor guidelines for hardship assistance. Approve or deny hardship assistance for borrowers according to the terms of the program, provide accurate information to ensure borrowers can make an educated decision for their circumstances.

Monitor approved plans and perform any required follow-up and maintenance required by the agency/investor until the program is complete or until the borrower fails to meet the terms of the program. Ensure compliance with company policies, investor guidelines, and regulatory requirements. Enhance existing processes to eliminate errors, explore opportunities for automation, and build team culture.

General Responsibilities And Duties For Role

Update monthly default reporting and review any exceptions that require system maintenance for FHA/SFDMS, USDA, VA/VALERI, FNMA, FHLMC, and PMI companies.

• Send all required notices for delinquent borrowers at the appropriate intervals.
• Identify all necessary information and documentation needed from a borrower related to their hardship or financial status and update the loan file.
• Remain apprised of all investor, agency, and regulatory updates to available programs.
• Maintain workstation and notes to reflect the account status for proper internal communications.
• Monitor incoming communications through group inbox, personal inbox, tickets, tasks, and other workflow queues.

Responsibilities And Duties For Level 1

• Review incoming hardship packages for all required documentation and communicate approval/denial results timely.
• Ensure all packages are reviewed and decisioned within 5 days.

Responsibilities And Duties For Level 2

• Approve or deny borrowers for home-retention options based on financial hardship details provided and agency/investor waterfall.
• Ensure all packages are reviewed and decisioned within 30 days.
• When additional liens are on title, submit request for subordination and monitor completion in anticipation of a loan modification.
• Monitor steps to complete assistance plans such as:
• Borrower acceptance of assistance
• Repayment/trial payment plans being made timely
• Documents that require borrower signature and coordination with title
• Close out workstation and prep hand-off to Collateral & Claims team.
• Monitor incoming assumption requests, communicate missing items and decision results timely.
• Monitor incoming recast requests, communicate missing items and decision results timely.

Qualifications

• Strong communication, analytical, and problem-solving skills
• Excellent verbal and written communications skills
• Ability to multi-task efficiently
• Strong organizational skills and attention to detail
• Knowledge of Microsoft Office applications (i.e. Word, Excel, Outlook, PowerPoint, etc.)

Preferences

• High School Diploma

Company Conformance Statements

In the performance of assigned tasks and duties all employees are expected to conform to the following:

• Review and adhere to policies and guidelines contained within the Employee Handbook, including privacy and information security guidelines.
• Act within delegated authorities and adheres to applicable policy and procedures associated with such authorities.
• Contribute to establishing a respectful workplace where diversity is critical to innovation and growth.
• Ensure every action and decision is aligned with PRMI values.
• Partner with your management team to understand performance expectations and measurements. Effectively utilize feedback and coaching opportunities while seeking to learn and develop within your role at PRMI.
• Realize team synergies through networking and partnerships across PRMI.
• Embrace change; act as advocate and role model, promoting an approach of continuous improvement.
• Maintain a high standard of customer care while actively listening to customers in an effort to understand their views and needs. Take ownership of problems and issues, taking into consideration the breadth of PRMI competencies in providing solutions.
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
• Work effectively as a team contributor on all assignments.
• Perform quality work within deadlines.
• Respect client and employee privacy.

Work Requirements

Each employee must be able to communicate clearly and effectively, utilize a computer, maintain a work schedule, and effectively perform in an office setting. To maintain and ensure secure privacy of borrower (and other protected) information, an essential function of this job may require physical attendance in a defined office space. (i.e. branch or corporate office location). Employment with PRMI requires compliance with and adherence to all applicable mortgage and fair lending laws and regulations as well as PRMI policies. The ability to work extended hours may be required.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.