Homeowner Support Specialist (On-Site)

Loss Mitigation Specialist

The Loss Mitigation Specialist role is split into two groups who are responsible for establishing contact, communicating, and negotiating with borrowers, investors, and real estate agents, via verbal and written means, to resolve at-risk mortgages. In addition, the Loss Mitigation Specialist will review, counter, and approve loss mitigation deals within their delegated authority.

Duties and Responsibilities

• Handles multiple mortgage products that are 60+ days delinquent, as governed by investor, departmental and legal guidelines.
• Handles inbound and outbound calls supporting homeowner questions and helping homeowners to become engaged in loss mitigation workout assistance.
• Keeps servicing files up to date so borrowers can receive the best assistance, and so that the company has knowledge of the borrower's situation and the condition of the collateral.
• Minimizes loss due to foreclosure through the use of loss mitigation options, such as pre-foreclosure sales, loan modifications and repayment plans.
• Reviewing, analyzing, and underwriting routine individual consumer reports.
• Analyzing and understanding credit bureau information, collateral valuation reports, tax returns, financial statements, property insurance declaration pages, Homeowners Association (HOA) documents and other supporting documentation to verify customer financial and property data.
• Reviews title searches to ensure that no title issues threaten the standing of our investor's lien on the property.
• Makes calls to borrowers, borrowers' authorized representatives, and brokers.
• Analyzes financial statements, tax returns, credit reports, and the value of the collateral in order to determine and recommend the most feasible and appropriate workout to the customer.
• Addresses any borrower questions or concerns. Handles escalated files appropriately by providing an articulate and complete response.
• Contributes to the progress of the department by understanding the measurements used to define success and how they can positively impact those measurements.
• Certifies that all required actions have taken place prior to completing a foreclosure sale.
• Ensures compliance with company policies and procedures.
• Performs related duties as assigned by management.

Qualifications and Education Requirements

• High school diploma or equivalent, required.
• Bachelor's degree, preferred.
• 2-4 years' experience in mortgage loan processing, Loss Mitigation, Collections, or related mortgage servicing experience.

Skills, Abilities, and Knowledge

• Ability to obtain and maintain ongoing Mortgage Loan Originator License.
• Proficient in Microsoft Word and Excel.
• Excellence in consulting and advising customers via telephone and written communication.
• Understanding of debt collections in any stage of delinquency.
• Collections, Foreclosure, Bankruptcy and Real Estate Owned (REO) experience preferred.
• Portfolio management, strong organizational skills, and attention to detail.
• Comfortable talking on the phone for extended periods
• Okay with sitting for extended periods of time
• Comfortable working on a computer for extended period of time, including typing and viewing a screen.

Additional Information

Position responsibilities are governed by Federal SAFE Act qualification standards and/or state licensing, registration, or exemption requirements. As a result, the applicant is required to demonstrate financial responsibility, character, and general fitness to perform in the role and is subject to additional criminal record restrictions. Employees in this position are subject to on-going credit and background reviews to ensure continued compliance with position responsibilities.

All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Okta Verify and Microsoft Authenticator. Employment will be contingent on this requirement.