Mortgage Servicing: Default Specialist

FocusOne, LLC; Houston (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

FocusOne Mortgage Solutions, based in Northwest Houston, seeks a Mortgage Default Specialist to manage delinquent accounts with accuracy and compliance. You will collaborate with credit unions, members, and internal teams to drive timely resolutions while delivering outstanding service.

The role emphasizes communication, empathy, and problem-solving across inbound/outbound calls, payment arrangements, documentation, and coordination with partners as needed.

Qualifications

• 2–5 years mortgage servicing or collections/loss mitigation experience.
• Degree preferred, or equivalent combination of education and prior experience.
• Knowledge of federal and state mortgage collections regulations.
• Excellent communication and empathy when interacting with borrowers.
• Ability to work independently and manage time effectively.
• Experience collaborating with credit unions and internal departments.
• Strong problem-solving and analytical skills.

Responsibilities

• Manage inbound and outbound phone activities with borrowers.
• Assist borrowers in payment arrangements and seeking assistance.
• Document loan-level status updates accurately in the system.
• Provide counseling to borrowers regarding questions or payment options.

Skills

Excellent communication

Empathy

Analytical thinking

Time management

Regulatory knowledge

Independent work

Team collaboration

Education

Bachelor's degree or equivalent

Tools

FICS experience

MSP experience

Job description

Join Our Team as a Mortgage Default Specialist!

FocusOne Mortgage Solutions, a Credit Union Service Organization (CUSO) located in Northwest Houston, partners with credit unions to provided exceptional mortgage and auto lending services.

In this role, you'll be responsible for managing default-related processes with accuracy, professionalism, and compliance. You will work closely with our credit union partners, members, and internal departments to ensure timely resolutions while delivering excellent customer service. If you thrive in a fact-paced environment, have strong organizational skills, and are committed to helping members navigate challenging situations, we'd love to hear from you!

ESSENTIAL DUTIES and PERCENT OF TIME SPENT:

• Successfully manage inbound and outbound phone activities.
• Assist borrowers in making payment arrangements, resolving questions, or searching for assistance to help resolve financial difficulties.
• Clearly and concisely document loan-level status updates in the system of records.
• Listen and provide counseling or suggestions to assist members with payment questions or seeking payment assistance.

• Follow call scripts to ensure compliance with all department procedures, applicable laws, and regulations.
• Initiate outbound efforts to members regarding aged uncashed post-payoff disbursement checks.
• Initiate outbound efforts with members regarding potential escrow/ARM related payment changes and discuss where initiative-taking assistance may be offered.
• Initiate outbound calls to members on delinquent taxes.
• Assist in ordering property inspections or door knocks when unable to successfully contact past due members for an extended period.
• Potentially contact attorneys for accounts active in bankruptcy or foreclosure for status updates and documentation in the system of record.

• Collaborate closely with partner Credit Unions to provide status updates and reporting.

KNOWLEDGE AND SKILLS:

• Excellent communication skills, both verbal and written, to effectively interact with borrowers and clients
• Empathy and understanding to manage sensitive financial situations with care.
• Prior FICS or MSP experience is a plus
• Analytical and problem-solving abilities.
• Ability to work independently and manage time effectively.
• Knowledge of federal and state regulations regarding mortgage Collections
• Team collaboration skills to work effectively with other departments and clients.

EXPERIENCE:

• 2 – 5 years mortgage servicing or Collections/Loss Mitigation experience
• Degree preferred, or equivalent combination of education and prior experience.