Loss Mitigation Specialist

We need to produce HTML fragment with sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. Must not include Job ID etc. Must preserve all substantive info, remove boilerplate (cookie/navigation/legal/EEO etc). Must not invent or summarize away detail. Must not include sections with filler like "commensurate with experience". Must not create Pay/Schedule/Benefits unless posting actually states them. Let's see if posting mentions Pay, Benefits, Schedule. At end: "Total Rewards At " cut off. It seems truncated. There's no explicit pay, benefits, schedule details. The snippet ends with "Total Rewards At". Likely there was more but cut off. Since we only have given text, we cannot assume benefits etc. So we should not include Pay, Benefits, Schedule sections because not present. However there is mention "Backed by institutional investors, we offer competitive pay, stock options, and excellent benefits." That's in the intro paragraph. That is a statement about benefits and pay. So we have some info: competitive pay, stock options, excellent benefits. That's substantive. So we can include Benefits and Pay sections? The instruction: "Prefer a few substantive sections over many thin ones." We could combine Pay and Benefits into a Benefits section maybe. But they said use headings for Benefits, Pay, Schedule. If we have info about pay and benefits, we could include both sections. However we need to ensure we don't create sections with filler like "not specified". We have specifics: competitive pay, stock options, excellent benefits. That's enough. Schedule: no mention of schedule (remote-first team, but not explicit schedule). Could infer remote-first but not explicit schedule. Probably not include Schedule. Thus sections: About the role (position overview), Responsibilities (Key Responsibilities), Requirements (maybe Required Qualifications), Qualifications (Preferred Qualifications), Skills (maybe core competencies), Benefits (competitive pay, stock options, excellent benefits). Also maybe include "What Success Looks Like" could be part of Responsibilities? But we can keep as part of About the role? The instruction: use headings for section headings e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to map content accordingly. We have: - About the role: Position Overview paragraph(s). Could include the first paragraph after "Position Overview". Also maybe "Why this role matters" could be part of About the role? But we can keep as separate? Not in list. Better to incorporate into About the role. - Responsibilities: Key Responsibilities bullet list (Loss Mitigation & Borrower Assistance, Program Development & Process Improvement, Reporting, Analytics & Quality, Compliance & Cross-Functional Partnership). Also maybe "What Success Looks Like" could be considered responsibilities? But we can keep as part of Responsibilities or separate? Not needed. - Requirements: Required Qualifications. - Qualifications: Preferred Qualifications. - Skills: Core Competencies (list). Also maybe Microsoft Excel skills etc already in Required Qualifications; but we can put skills section for core competencies. - Benefits: From intro: "competitive pay, stock options, and excellent benefits." Also maybe "Backed by institutional investors". We'll put that. - Pay: Could separate pay info: "competitive pay". But we already have benefits. Could combine but instruction says use separate headings if content exists. We have both pay and benefits info. So we can have Pay: competitive pay. Benefits: stock options, excellent benefits. However "competitive pay" is pay, stock options and benefits are benefits. We'll split. - Schedule: none. We must not repeat job title as heading. The job title is "Loss Mitigation Program Specialist". Not used. We must not include Job ID etc. We must remove boilerplate: The "Important Applicant Information" includes E-Verify, states list, etc. That's not boilerplate? It's applicant info but maybe considered metadata. The instruction: "Do NOT put Job ID / requisition numbers as headings — fold minor metadata into a short

or drop it." The Important Applicant Information includes states list and E-Verify etc. That's minor metadata; we could fold into a short p or drop. Since it's not essential to role description, we could drop it. The instruction says preserve ALL substantive information; does that include applicant eligibility? It's substantive for applicants but maybe considered metadata. The instruction says fold minor metadata into a short p or drop it. So we can include a short p with that info. But we must not create a heading for it. We'll include a paragraph after sections maybe. Also "Total Rewards At " truncated; we ignore. We must output only HTML fragment, no markdown fences. Let's craft. Structure:

About the role

... (position overview + why this role matters)

Responsibilities

• ... (each bullet)

We need to preserve all substantive info from responsibilities. Let's extract bullet points. From text: Key Responsibilities Loss Mitigation & Borrower Assistance - Manage an active pipeline of delinquent accounts requiring loss mitigation evaluation, follow-up, and resolution. - Review borrower financial information, hardship circumstances, and supporting documentation to evaluate eligibility for available loss mitigation solutions. - Evaluate and recommend appropriate borrower assistance strategies, including repayment plans, payment deferrals, loan modifications, voluntary surrenders, and other available retention or liquidation solutions. - Communicate clearly and professionally with borrowers regarding available options, required documentation, decisions, expectations, and next steps. - Maintain consistent follow-up to ensure files progress timely and do not remain unnecessarily stagnant. - Escalate complex borrower situations or exceptions to the appropriate leadership, Compliance, Legal, or servicing resource. Program Development & Process Improvement - Serve as a subject matter expert for Zippy’s Loss Mitigation program and borrower assistance processes. - Help build and formalize a scalable Loss Mitigation operating model as the servicing organization continues to grow. - Develop, document, implement, and continuously improve standard operating procedures, workflows, decision trees, documentation standards, and escalation paths. - Identify gaps, inefficiencies, manual processes, and areas of operational risk within existing workflows and recommend practical solutions. - Help establish consistent processes for intake, financial review, eligibility determination, approval, documentation, execution, monitoring, and completion of loss mitigation solutions. - Partner with leadership to develop clear roles, responsibilities, service-level expectations, and handoffs between Loss Mitigation and other servicing functions. Reporting, Analytics & Quality - Develop and maintain reporting that provides visibility into Loss Mitigation pipeline activity, aging, approvals, denials, resolutions, borrower outcomes, and operational trends. - Monitor portfolio and pipeline performance to identify trends, bottlenecks, recurring issues, and opportunities for improvement. - Assist leadership in establishing meaningful key performance indicators and performance expectations for the Loss Mitigation function. - Perform detailed account and data analysis to support operational decisions and program enhancements. - Help establish quality assurance and control processes to ensure files are handled accurately, consistently, and completely. Compliance & Cross-Functional Partnership - Ensure account activity and loss mitigation decisions are documented accurately and timely within applicable servicing systems. - Partner closely with Compliance and Legal to ensure processes align with applicable regulatory requirements, investor guidelines, bankruptcy requirements, and internal policies. - Collaborate with Collections, Customer Service, Bankruptcy, Legal, Underwriting, and other servicing partners to move accounts toward appropriate resolution. - Participate in the development of training materials, job aids, procedures, and internal resources as the Loss Mitigation program continues to mature. - Support the onboarding and development of future Loss Mitigation team members as the function grows. We could also include "What Success Looks Like" but maybe not needed. Could incorporate into About the role. Now Required Qualifications: - Minimum of three (3) years of mortgage servicing experience. - Three (3) to five (5) years of direct Loss Mitigation experience, including borrower hardship evaluation and the recommendation or administration of workout solutions. - Three (3) to five (5) years of collections experience, preferably within mortgage servicing, manufactured housing finance, or consumer lending. - Demonstrated understanding of borrower financial information, including hardship letters, income documentation, bank statements, pay stubs, and financial statements. - Strong working knowledge of mortgage servicing, default servicing, delinquency management, bankruptcy processes, and loss mitigation workflows. - Demonstrated ability to manage an active pipeline while balancing competing priorities, deadlines, borrower needs, and operational requirements. - Experience developing, improving, or documenting operational processes and procedures. - Strong analytical and problem-solving abilities with the ability to identify trends, exceptions, and process gaps. - Strong Microsoft Excel skills, including filtering, sorting, pivot tables, lookups, data analysis, and working with large data sets. - Excellent written and verbal communication skills, including the ability to navigate sensitive and complex borrower conversations. - Exceptional attention to detail and commitment to accurate documentation. - Ability to work independently, exercise sound judgment, and take ownership of initiatives from identification through implementation. Preferred Qualifications: - Manufactured housing and/or chattel loan servicing experience strongly preferred. - Candidates with direct chattel servicing or loss mitigation experience will receive priority consideration. - Five (5) or more years of experience within manufactured housing, chattel lending, mortgage default servicing, or a closely related servicing environment. - Experience working with FICS or a comparable loan servicing platform. - Experience interpreting and applying investor-specific loss mitigation and servicing requirements. - Familiarity with CFPB servicing requirements and other applicable consumer financial regulations. - Previous experience helping establish, rebuild, or significantly enhance a Loss Mitigation, Default Servicing, or borrower assistance function. - Experience developing operational reporting, dashboards, quality controls, or workflow improvements. - Experience participating in system implementations, process automation, or servicing technology enhancements. - Bilingual English/Spanish skills are a plus. Core Competencies (list): - Program Builder – Comfortable creating structure, processes, and standards where opportunities for improvement exist. - Analytical Thinking – Able to interpret borrower financial information, operational data, and portfolio trends to support sound decisions. - Ownership & Accountability – Takes responsibility for both individual files and broader program outcomes. - Process Improvement – Consistently identifies better, more scalable ways of working. - Attention to Detail – Maintains a high standard of accuracy in documentation, analysis, and execution. - Sound Judgment – Able to make thoughtful decisions in complex or sensitive situations. - Organization & Prioritization – Successfully manages multiple files, deadlines, initiatives, and competing priorities. - Borrower Focus – Approaches difficult financial situations with professionalism, empathy, clarity, and a focus on sustainable solutions. - Collaboration – Works effectively across departments and understands the importance of strong operational handoffs. - Adaptability – Comfortable working in an evolving environment and helping establish the structure needed to support growth. Benefits/Pay: From intro: "Backed by institutional investors, we offer competitive pay, stock options, and excellent benefits." Thus Pay: competitive pay. Benefits: stock options, excellent benefits. We could also mention "institutional investors backing" but that's not benefit. We'll create:

Pay

Competitive pay.

Benefits

• Stock options
• Excellent benefits

Now About the role: combine Position Overview and Why this role matters. Position Overview text: "Zippy is seeking an experienced Loss Mitigation Program Specialist to play a key role in the continued development and expansion of our Loss Mitigation program. This position is designed for an experienced mortgage servicing professional with a strong background in loss mitigation, default servicing, and collections. Experience with manufactured housing and chattel loan servicing is strongly preferred and will receive priority consideration. This is not simply a pipeline-management role. The successful candidate will have the opportunity to help shape, standardize, and mature Zippy’s Loss Mitigation function by establishing processes, developing