Loss Mitigation Single Point of Contact

About the role

The Loss Mitigation Single Point of Contact is a liaison between the loss mitigation operations team and borrowers to create a viable solution to avoid foreclosure proceedings. Our representatives are expected to provide exceptional servicing of mortgage loans and be able to identify eligible programs for the borrower such as a Modification, Short Sale, GNMA, FHA, Fannie Mae, Freddie Mac, VA, and settlement options while ensuring compliance with mortgage holder guidelines and program-specific regulations. It is expected that our Account Representatives maintain active communication with borrower, maintain accurate account data, meet all compliance requirements of the position and industry, close transactions in a timely manner, and facilitate the smooth transition to the newly agreed terms.

Responsibilities

• Communicate with Active Loss Mitigation borrowers and third parties to review options to avoid foreclosure and resolve delinquency
• Familiar with FHA, VA, USDA, FNMA and FHLMC Loss Mitigation practices, waterfall options and procedures
• Initiate contact with borrowers to follow up on ending forbearance plans, missing documentation and obtaining Qualified Right Party Contact
• Respond to borrower inquiries regarding mortgage defaults and loss mitigation solutions
• Demonstrate empathy and build trust with homeowners experiencing financial hardship
• Monitor account pipeline to assure all investor and insurer guidelines are attained such as contact attempts
• Coordinate and facilitate initial loss mitigation efforts with associated departments, foreclosure counsel, investors, and mortgage insurance companies
• Handle escalated issues and customer inquiries about Loss Mitigation options and internal processes/timelines
• Communicate with attorneys or counseling agencies on loss mitigation efforts and arrangements
• Initiate and monitor research on accounts as required
• Responsible for meeting legal requirements and following internal policies

Requirements

• High school diploma or GED required; college degree is a plus
• Prior collections or loss mitigation experience required
• Knowledge of Microsoft Office, specifically Excel, Word, & Outlook
• Prior dialer or call center experience is a plus
• Knowledge of Sagent mortgage servicing platform and investor systems (such as FHA Neighborhood Watch) is beneficial
• Knowledge of Mortgage industry required

Skills

• Borrower/Client Focus
• Problem Solving/Analysis
• Time Management
• Clear and Concise communication; professional business communication
• Teamwork Orientation
• Ability to multi-task in fast paced environment
• Strong organizational skills
• Able to use discretion when dealing with confidential material
• Ability to negotiate
• Resourceful and adaptable
• Ability to take ownership of accounts and drive results

Benefits

• Competitive compensation and full benefits package including medical, dental, and vision
• 100% company-paid life insurance and disability coverage
• 401K with company matching
• 17 days PTO (increases with tenure) and 9 company paid holidays
• Professional but fun, casual work environment and great team culture