Mortgage Loss Mitigation Specialist

HeartCentrix Solutions; Coppell (TX); On-site; USD 36,000 - 60,000; Full time

Job summary

HeartCentrix Solutions in Coppell, TX is seeking a Customer Service Representative to support homeowners with mortgage-related questions and loss mitigation guidance. You will review information, ensure documents are complete, and explain required steps to move processes forward.

Ideal candidates have mortgage-related experience, strong communication skills, and a commitment to helping customers find solutions while maintaining compliance with policies and regulations.

Qualifications

• HS diploma or equivalent required.
• 1–2 years mortgage loan processing, servicing, loss mitigation or related experience preferred.
• Strong communication and customer service skills required.
• Ability to stay professional and empathetic in sensitive conversations.
• Excellent organization and attention to detail.

Responsibilities

• Handle inbound and outbound calls with homeowners.
• Assist homeowners with questions related to mortgage assistance and loss mitigation.
• Review customer information and documentation to ensure required items are complete.
• Review documents related to income, property value, insurance, HOA, and other financial or property information.
• Identify missing information or discrepancies and work directly with homeowners to resolve them.
• Review loan modification documents and explain next steps when questions arise.
• Coordinate with internal teams to resolve documentation issues within timelines.
• Maintain clear and accurate account notes and records.
• Manage multiple customer accounts while meeting deadlines and performance expectations.
• Deliver a positive and professional customer experience during every interaction.
• Maintain compliance with company policies and industry regulations.

Skills

Communication skills

Customer service

Problem-solving

Attention to detail

Empathy

Organization

Education

High school diploma or equivalent

Tools

Microsoft Office

Windows OS

Job description

HeartCentrix Solutions in Coppell, TX is seeking a Customer Service Representative to support homeowners with mortgage-related questions and loss mitigation guidance. You will review information, ensure documents are complete, and explain required steps to move processes forward.

Ideal candidates have mortgage-related experience, strong communication skills, and a commitment to helping customers find solutions while maintaining compliance with policies and regulations.