Description

The Loss Mitigation Specialist is the point of contact for early-stage delinquent accounts for collection activities. This level of Loss Mitigation Specialist is responsible for assisting customers that are 0 to 90 days past due with loss mitigation solutions. The resolution provided may include collections of the past due amount to return to a current payment status and short-term repayment plans.

JOB RESPONSIBILITIES

• Interact with borrowers that are 0 to 90 days delinquent that need assistance.
• Evaluates and helps to determine the borrower’s ability to pay the past due payments and collects financial information in a professional manner, with an emphasis on first call resolution.
• Counsel borrowers on options to meet their payment obligations, explain terms and arrange short term repayment plans based on department procedure.
• May need to educate on long term delinquency strategies for borrowers who want to keep their homes including forbearance plans, repayment plans, deferments, and loan modifications.
• Assist with the preparation of loss mitigation documentation requests for borrowers.
• Work with borrowers to complete, sign and return loss mitigation applications.
• Assists in other Loss Mitigation Department functions including requesting payoff quotes and information requests such as searching for missing loan documents and completing QWR/Complaint document research requests.
• Maintain and document mortgage collection systems and databases, with all activities and communications.
• Demonstrate accurate knowledge and strict adherence of federal regulations and collection laws (FDCPA).
• Follow all company policy and procedures.
• Successfully complete annual regulatory compliance training.
• Additional duties as assigned.

Competencies

• Knowledge of loan servicing software/systems
• Computer and Office Suite proficiency
• Technical capability to utilize office equipment
• Collaboration and teamwork
• Customer focused
• Communication and interpersonal competency
• Problem solver
• Organization and time management

Education/Experience

• 1 + years of loss mitigation experience in a residential loan servicing or default loan servicing department
• Communication skills with demonstrated ability to interact in a positive and professional manner
• Demonstrated critical thinking skills
• Detail-oriented with superior organizational and time management skills
• Self-starter; takes initiative within role and responsibilities
• Excellent customer service skills
• Beginning to Intermediate technology skills including Excel
• Proactive in identifying ways to improve service and support
• Ability to be a team player by working closely with Servicing Manager and loan servicing staff
• Other: Preferred Education/Experience: Associates degree or higher
• Fluent Spanish