Servicing Analyst I

Position Summary

The Home Retention Analyst assists borrowers with finding solutions for maintaining home ownership as well as exploring loan liquidation options when home retention is not feasible. Our Home Retention Analysts are expected to engage, understand and advise borrowers of available options to resolve mortgage delinquency and default and submit required information to investors to obtain approval of eligible workout options.

Responsibilities

• Reviews and understands borrower’s specific situation; identify and request appropriate documents required for workout review;
• Verify occupancy, hardship and income with required documentation provided by the borrower;
• Calculates front and back-end debt to income ratio and underwrites for all available workout options based on investor and insurer guidelines;
• Access information in multiple systems to inform borrowers of loan workout terms, important dates and deadlines;
• Maintain contact with borrower to ensure they understand the current status of their loan workout application, available options, next steps; remain the "single point of contact" throughout the loss mitigation, loan modification and foreclosure process;
• Notify and inform borrowers of changes to dates/timelines and decisions as they are made;
• Work with borrower to obtain broker information for short sale process;
• Provide information to borrower concerning escalation/complaint procedures and process per CFPB guidelines;
• Efficiently handle a variety of customer inquiries, via phone call and written correspondence, regarding the customer's home mortgage;
• Become a "subject matter expert" (SME) on mortgage servicing loss mitigation options and qualification requirements;
• Minimize call escalations by gaining our customer's trust and keeping our promises;
• Prioritize quality and efficiency in resolving customer issues;
• Ensures compliance with all applicable federal and state mortgage laws, regulations, investor requirements and CFPB Servicing Guidelines.

Qualifications

• Excellent verbal and written communication and listening skills;
• Ability to work under pressure and stress and respond to inquiries with tact, diplomacy and patience;
• Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage industry;
• Knowledge of MSP, with at least (1) years recent experience working with MSP is mandatory;
• Good business writing skills;
• Good business math skills;
• Analytical and organized;
• Strong PC skills. Must be proficient in MS Windows, MS Outlook, MS Office Suite, and MS SharePoint;
• Bilingual (English/Spanish) a plus.

Desired Education/Experience

• The ideal candidate should have 2+ years' experience in a mortgage default servicing, mortgage loss mitigation or workout experience preferred;
• High school diploma or equivalent required, bachelor's degree preferred.

Other Duties

• This job may require frequent sitting or standing for long periods of time.
• This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.