Loss Mitigation Specialist

About the Role

As a Loss Mitigation Collections Representative, you will make a high volume of outbound calls to mortgage customers who are more than 60 days past due on their payments. You will speak with customers in a professional and empathetic manner, gather and document financial information, and help present possible financial solutions based on their specific situation.

Key Responsibilities

• Handle high-volume outbound and inbound calls related to delinquent mortgage accounts and payment collection
• Communicate professionally and empathetically with customers regarding past-due mortgage payments
• Gather, review, and enter relevant financial information accurately into internal systems
• Explain potential repayment or financial solution options based on customer circumstances
• Document all customer interactions thoroughly and accurately
• Follow compliance, quality, and customer care standards
• Participate in ongoing training, coaching, and performance development

Schedule

• Full-Time – 40 hours per week
• Monday–Friday:
• Spring/Summer: 9:00 AM – 6:00 PM
• Fall/Winter: 10:00 AM – 7:00 PM
• Mandatory Monthly Saturday Rotation:
• One half-day Saturday per month
• Typically 7:00 AM – 11:00 AM or 8:00 AM – 12:00 PM, depending on the time of year
• Training Schedule:
• First few weeks of corporate classroom training: Monday–Friday, 8:00 AM – 5:00 PM

Qualifications

• Prior customer service experience in a call center setting required
• Strong communication and problem-solving skills
• Collections experience is a plus, but not required
• Comfortable working fully on-site Monday–Friday
• Availability to work one mandatory Saturday per month
• Interest in learning the mortgage industry and growing within a structured environment

Benefits

• Paid training provided
• Full-time, stable schedule
• Opportunity to grow within mortgage and financial services
• Supportive team environment with coaching and development
• Excellent benefits upon permanent hire
• Strong entry point into a growing industry