Loss Mitigation Specialist

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines. We prioritize culture and employees, delivering groundbreaking solutions for our clients while fostering fulfilling careers. We invest in our people, believing that happy, fulfilled teams drive breakthrough results.

About Us

FPS offers a competitive suite of benefits, including a lucrative compensation program, medical, dental, and vision benefits, and opportunities for high-potential career growth within a fast-growing company.

Our Core Values

• Integrity: Do what’s right for everyone—clients, shareholders, partners, and colleagues. Team success is more important than individual achievement, and we foster an atmosphere of mutual respect.
• Excellence: Deliver exceptional client results, reward and recognize performance, and pursue relentless improvement.
• Accountability: Act like an owner, take pride in your work, measure results (both your own and our clients'), and be passionate.
• Grace: Respect and appreciate differences, care for one another, practice humility, and make work personal.

Our Mission

To create conditions within which people can thrive!

Responsibilities

• Act as the Single Point of Contact (SPOC) for a portfolio of non-performing assets, contacting and negotiating loss mitigation alternatives to minimize foreclosure losses.
• Contribute to departmental progress by understanding success metrics and positively impacting them.
• Meet monthly individual and team goals and key performance indicators.
• Manage a portfolio of multiple mortgage products that are 90+ days delinquent or have requested loss mitigation, adhering to investor, departmental, and legal guidelines.
• Handle inbound and outbound calls to customers, attorneys, realtors, and other authorized parties, educating them on available options to resolve delinquencies.
• Understand and discuss customers’ general requirements for loan modifications, short sales, deeds in lieu, cash for keys, consents to judgment, and other loss mitigation options.
• Analyze specific financial situations, recommend, and initiate appropriate loss mitigation tools to assist borrowers.
• Conduct light skip-tracing activities.
• Review title searches to ensure no title issues threaten the investor’s lien on the property.
• Ensure compliance with company policies and procedures.
• Review and update daily reports and accounts.

Requirements

• High school diploma or GED required; Associate's degree (A.A.) from a two-year college preferred.
• Two to four years of related experience and/or training required.
• GSE loss mitigation experience preferred, with specific emphasis on FHLMC and FNMA loss mitigation.
• Excellent attention to detail and ability to multi-task while consistently meeting multiple deadlines.
• Strong verbal and written communication skills.
• Ability to work in a team environment and use good judgment.
• Strong consulting and advising customer communication skills via telephone and written communication.

Qualifications

• Adaptability: Adapts to changes in the work environment, manages competing demands, and adjusts methods to fit situations. Handles frequent changes, delays, or unexpected events.
• Business Ethics: Treats people with respect, keeps commitments, inspires trust, works with integrity, and upholds organizational values.
• Communications: Expresses ideas clearly verbally and in writing, exhibits good listening skills, keeps others informed, and selects appropriate communication methods.
• Customer Service: Displays courtesy and sensitivity, manages difficult customer situations, meets commitments, responds promptly to customer needs, and solicits feedback to improve service.
• Dependability: Responds to service requests, follows instructions and management direction, takes responsibility for actions, commits to excellence, and meets attendance and punctuality guidelines.
• Teamwork: Balances team and individual responsibilities, exhibits objectivity and openness to others' views, gives and welcomes feedback, contributes to a positive team spirit, and prioritizes team success over individual interests.

Skills

• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence and present information effectively in one-on-one and small group settings.
• Basic mathematical ability: add, subtract, multiply, and divide in all units of measure, compute rates, ratios, and percentages, and interpret bar graphs.
• Ability to apply common sense to carry out detailed but straightforward instructions and solve problems involving concrete variables in standardized situations.
• Working knowledge of Microsoft Office (Word, Excel, Outlook).
• Previous experience with MSP, Black Knight/LPS, and Fiserv preferred.

Work Environment

This position works in a typical office environment with moderate noise levels. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Physical Demands

The employee is regularly required to sit while working at a desk and occasionally stand, walk, and use hands to lift and/or move up to 10 pounds. May also climb or balance; stoop, kneel, crouch, or crawl. Must be able to talk and hear; no special vision requirements beyond the ability to read.

Some travel may be required.