Bilingual (English/Spanish) Loan Resolution Counselor

Job Description

Job Description

Bilingual (English/Spanish) Loan Resolution Counselor to join the Mortgage Servicing Department. This position works directly with homeowners to resolve mortgage delinquencies and guide them through available solutions. The Bilingual Loan Resolution Counselor will evaluate financial hardship, help borrowers understand available options, and prepare files for loss mitigation or foreclosure review. This opportunity is ideal for someone who can balance empathy and accountability while navigating complex mortgage servicing guidelines.UHC's mission is to serve Utah's housing needs through finance and innovation. We are guided by core values of integrity, respect, communication, teamwork and collaboration, and growth and development, which shape how we work together and support the communities we serve. We are looking for someone who embodies these values and takes pride in contributing to a purpose-driven organization.The Bilingual Loan Resolution Counselor position pays between $39,042 and $51,054 annually, based on education and experience. UHC offers a comprehensive benefits package that includes employer contributions to Utah Retirement Systems (URS), PEHP traditional health plans, and a high-deductible health plan with HSA contributions. Additional benefits include dental and vision coverage, flexible spending accounts, group term life and accident insurance, and retirement options including 401(k), 457, IRA, and Roth IRA plans. Employees also enjoy an onsite fitness center, 30 minutes of paid daily exercise, a convenient onsite market, flexible work hours, and limited remote work opportunities within a supportive, coaching-oriented environment.In this role as a Bilingual Loan Resolution Counselor, you will communicate regularly with homeowners by phone and in writing to discuss delinquent mortgage accounts and determine the most appropriate resolution. You will evaluate each borrower's financial circumstances, hardship documentation, and occupancy status to identify available options, including repayment plans, forbearance agreements, loan modifications, short sales, and deeds in lieu of foreclosure.As a Bilingual Loan Resolution Counselor, you will manage a portfolio of loans across multiple investor and government programs, including FHA, VA, GNMA, FNMA, and Rural Housing, while ensuring accurate documentation and timely updates within the loan servicing system. Responsibilities also include preparing borrower notices, loss mitigation agreements, and foreclosure-related communications, maintaining detailed servicing notes, and coordinating with the Default Manager to ensure compliance with investor requirements and audit standards. This position also supports collection activities, reporting, and other customer service functions as needed.Qualified candidates must have a high diploma or equivalent and at least one year of experience in mortgage servicing, loan counseling, collections, or a similar customer-focused environment. Candidates should possess effective communication, customer service, and critical thinking skills, along with ability to manage multiple priorities, stay organized, and thrive in a fast-paced environment. Proficiency in Microsoft Word and Excel is expected. Bilingual proficiency in English and Spanish is preferred but not required. Experience with loan servicing systems and a basic understanding of accounting or finance principles are also preferred.WORK SCHEDULEThis is a full-time position working 40 hours per week, Monday through Friday, from 9:00 a.m. to 6:00 p.m., with one Saturday per month from 9:00 a.m. to 1:00 p.m.If you enjoy helping homeowners navigate challenging situations, thrive in a customer-focused environment, and want to make a meaningful impact through your work, we encourage you to apply.