Homeowner Support Specialist (On-site)

Description

• Handles multiple mortgage products that are 60+ days delinquent, as governed by investor, departmental and legal guidelines.
• Supports homeowner questions and helps homeowners engage in loss mitigation workout assistance.
• Makes calls to borrowers, borrowers’ authorized representatives, and brokers.
• Analyzes financial statements, tax returns, credit reports, and the value of the collateral to determine and recommend the most feasible and appropriate workout to the customer.
• Addresses borrower questions or concerns.
• Handles escalated files appropriately by providing an articulate and complete response.
• Contributes to the progress of the department by understanding the measurements used to define success and how they can positively impact those measurements.
• Ensures compliance with company policies and procedures.

Qualifications And Education Requirements

• High school diploma or equivalent, required.
• Bachelor’s degree, preferred.

Skills, Abilities, And Knowledge

• Ability to obtain and maintain ongoing Mortgage Loan Originator License.
• Proficient in Microsoft Word and Excel.
• Excellence in consulting and advising customers via telephone and written communication.
• Understanding of debt collections in any stage of delinquency.
• Loss Mitigation, Collections, Foreclosure, Bankruptcy and Real Estate Owned (REO) experience preferred.
• Portfolio management, strong organizational skills, and attention to detail.
• Comfortable talking on the phone for extended periods.
• Comfortable working on a computer for extended period of time, including typing and viewing a screen.