Mortgage Assistance Coordinator

Hardship Assistance Reviewer

Position purpose: Complete detailed review of the borrower's financial circumstances in comparison with investor guidelines for hardship assistance. Approve or deny hardship assistance for borrowers according to the terms of the program, provide accurate information to ensure borrowers can make an educated decision for their circumstances. Monitor approved plans and perform any required follow-up and maintenance required by the agency/investor until the program is complete or until the borrower fails to meet the terms of the program. Ensure compliance with company policies, investor guidelines, and regulatory requirements. Enhance existing processes to eliminate errors, explore opportunities for automation, and build team culture.

General Responsibilities and Duties for Role: Update monthly default reporting and review any exceptions that require system maintenance for FHA/SFDMS, USDA, VA/VALERI, FNMA, FHLMC, and PMI companies. Send all required notices for delinquent borrowers at the appropriate intervals. Identify all necessary information and documentation needed from a borrower related to their hardship or financial status and update the loan file. Remain apprised of all investor, agency, and regulatory updates to available programs. Maintain workstation and notes to reflect the account status for proper internal communications. Monitor incoming communications through group inbox, personal inbox, tickets, tasks, and other workflow queues.

Responsibilities and Duties for Level 1: Review incoming hardship packages for all required documentation and communicate approval/denial results timely. Ensure all packages are reviewed and decisioned within 5 days.

Responsibilities and Duties for Level 2: Approve or deny borrowers for home-retention options based on financial hardship details provided and agency/investor waterfall. Ensure all packages are reviewed and decisioned within 30 days. When additional liens are on title, submit request for subordination and monitor completion in anticipation of a loan modification. Monitor steps to complete assistance plans such as: borrower acceptance of assistance, repayment/trial payment plans being made timely, documents that require borrower signature and coordination with title, close out workstation and prep hand-off to Collateral & Claims team. Monitor incoming assumption requests, communicate missing items and decision results timely. Monitor incoming recast requests, communicate missing items and decision results timely.

Qualifications: Strong communication, analytical, and problem-solving skills. Excellent verbal and written communications skills. Ability to multi-task efficiently. Strong organizational skills and attention to detail. Knowledge of Microsoft Office applications (i.e. Word, Excel, Outlook, PowerPoint, etc.)

Preferences: High School Diploma

Primary Residential Mortgage, Inc