Bilingual (English/Spanish) Loan Resolution Counselor

Responsibilities

• Communicate regularly with homeowners by phone and in writing to discuss delinquent mortgage accounts and determine the most appropriate resolution.
• Evaluate each borrower's financial circumstances, hardship documentation, and occupancy status to identify available options, including repayment plans, forbearance agreements, loan modifications, short sales, and deeds in lieu of foreclosure.
• Manage a portfolio of loans across multiple investor and government programs, including FHA, VA, GNMA, FNMA, and Rural Housing, while ensuring accurate documentation and timely updates within the loan servicing system.
• Prepare borrower notices, loss mitigation agreements, and foreclosure-related communications, maintain detailed servicing notes, and coordinate with the Default Manager to ensure compliance with investor requirements and audit standards.
• Support collection activities, reporting, and other customer service functions as needed.

Requirements

• A high diploma or equivalent.
• At least one year of experience in mortgage servicing, loan counseling, collections, or a similar customer-focused environment.

Qualifications

• Effective communication, customer service, and critical thinking skills.
• Ability to manage multiple priorities, stay organized, and thrive in a fast-paced environment.
• Proficiency in Microsoft Word and Excel.
• Bilingual proficiency in English and Spanish (preferred but not required).
• Experience with loan servicing systems and a basic understanding of accounting or finance principles (preferred).

Benefits

• Comprehensive benefits package including employer contributions to Utah Retirement Systems (URS), PEHP traditional health plans, and a high-deductible health plan with HSA contributions.
• Dental and vision coverage, flexible spending accounts, group term life and accident insurance, and retirement options including 401(k), 457, IRA, and Roth IRA plans.
• An onsite fitness center, 30 minutes of paid daily exercise, a convenient onsite market, flexible work hours, and limited remote work opportunities within a supportive, coaching-oriented environment.

Pay

The Bilingual Loan Resolution Counselor position pays between $39,042 and $51,054 annually, based on education and experience.

Schedule

This is a full-time position working 40 hours per week, Monday through Friday, from 9:00 a.m. to 6:00 p.m., with one Saturday per month from 9:00 a.m. to 1:00 p.m.