Loss Mitigation Specialist

Why work at Celink

Discover a different kind of workplace at Celink. You’ll join a passionate team of servicing professionals dedicated to our clients, their borrowers, and the reverse mortgage industry.

At Celink, you’ll have the opportunity to make a meaningful impact within a fast-moving organization while working alongside experienced, mission-driven professionals. We value strategic thinking, collaboration, and integrity and constantly strive to be best in class.

Joining Celink means being part of a collaborative workplace that values innovation, thoughtful problem-solving, and continuous growth. Employees are encouraged to rethink traditional approaches, share bold ideas, and continuously learn and thrive.

What Sets Celink Apart

Flexible, remote work environment that supports work-life balance

• Supportive, collaborative team culture built on respect and partnership
• Opportunities to learn, build skills, and contribute to meaningful outcomes
• Emphasis on quality, consistency, and reliable support in everyday work

Total Rewards & Benefits

Celink offers a comprehensive and competitive total rewards package designed to support employees’ financial, physical, and emotional well-being, including:

• Comprehensive medical, dental, and vision coverage with multiple plan options
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA), including dependent care
• 401(k) with employer match and immediate vesting
• Employer-paid life insurance, disability coverage, and parental leave
• Generous paid time off, paid holidays, and flexible work arrangements

Job Purpose/Summary

The Loss Mitigation Specialist is responsible for aggressively and proactively working a pipeline of loans in default, assisting borrowers and their designated representatives or heirs with reverse mortgage loss mitigation solutions, with a primary focus on resolving delinquency, preventing foreclosure. This role requires strong communication skills, empathy, problem-solving abilities, and a thorough understanding of reverse mortgage servicing requirements, default management processes, and available loss mitigation options. Specialists are evaluated through quality assurance reviews, production metrics, customer service performance, and regulatory compliance standards.

Duties and responsibilities

· Proactively engage with borrowers and their representatives or heirs to discuss delinquent loan status, identify causes of default, and explain available loss mitigation and foreclosure prevention options, including repayment plans, short sales, deeds-in-lieu of foreclosure and cash for keys options, as applicable.


· Assist borrowers in gathering and submitting required documentation to support loss mitigation requests. Follow up as required to obtain missing documentation.

· Manage an assigned portfolio of defaulted, ensuring timely outreach and resolution efforts.


· Conduct inbound and outbound borrower contact activities, handling a high volume of borrower interactions while maintaining professionalism, empathy, and a solution-oriented approach.


· Monitor account status, document collection efforts, and maintain accurate servicing notes and records in accordance with company and regulatory requirements.


· De-escalate complex borrower situations and identify appropriate resolutions while escalating high-risk or sensitive matters when necessary.


· Collaborate with internal departments as necessary, including Maturities and Foreclosure, to facilitate successful account resolution.


· Maintain working knowledge of reverse mortgage servicing guidelines, investor requirements, HUD regulations, and foreclosure prevention programs.


· Consistently meet or exceed established productivity, quality, contact, and resolution metrics while providing exceptional customer service.


· Maintain strict confidentiality of borrower information and adhere to all applicable privacy and regulatory requirements.


· Support departmental goals focused on reducing foreclosure activity, improving borrower outcomes, and minimizing portfolio risk.


· Adhere to all company policies, procedures, and compliance requirements.

Qualifications

Education

· High school education or equivalent required.

Experience/Training

· Minimum two years’ comprehensive experience involving real estate transactions.

· Minimum two years’ experience in a call center or similar quality driven customer service environment, specifically handling loans in default and collection / loss mitigation efforts.

· Familiarity with loss mitigation programs, such as Short Sale, Deed-in-Lieu and Cash for Keys.

· Familiarity with FDCPA, TCPA, CFPB, and Consumer Privacy Laws


Professional Certification/License

N/A

Skills and Abilities

· Learn and become familiar with operating systems including Genesys call center software and Celink’s proprietary servicing platform.

• Exceptional customer service, active listening, verbal, and written communication skills.
• Understanding of company products, services, and policies.
• Proficiency with computers and strong typing skills.
• Ability to ask probing questions and diffuse tense situations.
• Strong time management and decision-making skills.
• Adaptability to a changing environment and self-accountability.
• Able to work independently and as part of a team.
• Ability and willingness to take ownership of issues and apply the appropriate sense of urgency.
• Ability to effectively communicate and present observations, trends and recommendations to peers and management staff.

Compensation: The hourly range for this position is $17.85 - $22.44 per hour. Actual compensation will be determined based on factors such as job-related knowledge, skills, experience, and geographic location.

Working Conditions

Work is performed in a remote professional environment with no unusual hazards. This role routinely uses standard office equipment such as computers and phones.

Physical Requirements

· Ability to remain seated and work at a computer workstation for extended periods of time.


· Ability to use a computer, keyboard, mouse, and telephone/headset continuously throughout the workday.


· Ability to communicate clearly and effectively through verbal and written channels.


· Ability to hear and respond accurately to customer inquiries via telephone or computer audio equipment.


· Ability to read and interpret information displayed on a computer screen.


· Ability to maintain focus and concentration while handling a high volume of calls and performing data entry.


· Ability to perform repetitive hand, wrist, and finger motions associated with typing and computer use.


· Ability to work in a designated remote workspace is safe, secure, and free from excessive noise and distractions.


· Ability to maintain productivity and performance standards while working independently in a remote environment.


· Visual ability to view computer monitors and documents for prolonged periods, with or without reasonable accommodation.


· Ability to perform the essential functions of the position with or without reasonable accommodation.

· Ability to listen to recorded phone calls and receive constructive feedback.


Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Equal Opportunity Employer


This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.