Loss Mitigation Intake Coordinator

Position Summary

The Loss Mitigation Intake Coordinator plays an important role in the organization by performing a number of administrative tasks directly related to the company's Loss Mitigation functions. The role is primarily responsible for managing the initial intake process for customers seeking loss mitigation assistance. This role involves gathering and reviewing financial documents, supporting documentation, and written or verbal applications in assessing customer eligibility for various loss mitigation programs and determining application completion for customers in financial distress.

Essential Functions

• Request and gather supporting documentation to create complete loan workout packages within required timeframes, ensuring compliance with investor, insurer, state, federal, and CFPB guidelines.
• Enter and upload documents to the BLITZ/AIQ document repository.
• Follow up on outstanding issues to ensure the decision process is completed on time and in accordance with regulations and guidelines.
• Provide exceptional customer service by promptly responding to inquiries, professionally addressing concerns, and guiding customers through the loss mitigation process.
• Provide accurate and complete information to resolve issues and follow up on any outstanding issues or commitments promptly.
• Work closely with the Loss Mitigation team to ensure a seamless and efficient process for customers.
• Maintain accurate and up-to-date records of customer interactions and documentation.
• Ensure compliance with CFPB regulations for customer loss mitigation applications and prevent foreclosure processes while a customer is being evaluated for loss mitigation options.
• Communicate effectively with the management team and escalate issues as needed.
• Stay current on industry regulations and recommend updates to internal policies, procedures, and systems based on new or changed requirements.
• Participate in activities and projects designed to improve business performance.
• Perform front desk duties such as assisting with monthly bulk mailings and specialized mailing campaigns.
• Follow Guild’s information security policies.
• Perform other duties as assigned.

Qualifications

• High school diploma, or equivalent required.
• Minimum one year experience in Loss Mitigation, mortgage servicing or related field.
• Ability to work well independently or within a team.
• Must be able to handle confidential matters with discretion.
• Analytical skills, strong problem-solving skills, and accurate data entry.
• Excellent verbal and written communication skills.
• Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
• Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
• Commitment to companyCustomer Service - Proactive attention to each personIntegrity - Do and say what's rightRespect - Treat others with dignityCollaboration - Listen and work togetherLearning - Seek knowledge and strive for improvementExcellence – Deliver the unexpected.

Requirements

• Physical: Work is primarily sedentary; occasionally walks and/or stands.
• Manual Dexterity: Ability to operate standard office equipment and keyboards.
• Audio/Visual: Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
• Environmental: Office environment – no substantial exposure to adverse environmental conditions.
• Travel: 5% or less.
• Mental: Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow. Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner. Ability to communicate with visitors, ability to complete tasks in situations that have a speed or productivity quota.
• Schedules: Work is primarily performed during the business week, Monday - Friday.

Benefits

Guild Mortgage Company offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

About the Role

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Skills

Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.

Benefits

Competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.