Sr. Homeowners Assistance Counselor

General Function

Under moderate supervision, initiates contact and provides assistance to consumer and mortgage loan customers who are in default; counsels and guides the customer to achieve workout alternatives based on the customer’s circumstances while complying with all investor, company, federal and insurer guidelines. Manages outbound loss‑mitigation efforts on asset loans approaching charge‑off status and works to minimize potential losses by contacting borrowers or their agents, mortgage brokers, real‑estate agents, title companies, attorneys, investors and insurers to resolve the delinquency in accordance with departmental and legal guidelines.

• Utilize in‑depth knowledge of loss‑mitigation options to manage a portfolio of accounts in late stages of delinquency.
• Pursue communication with defaulted customers using manual dialing to offer workout alternatives.
• Contact delinquent customers to obtain payment commitments and make mandatory collection calls.
• Analyze customer situations and collateral risk to present solutions including forbearance, repayment plans, modifications, assumptions, pre‑foreclosure/short sales and deeds in lieu.
• Assist in identifying, negotiating and pursuing the appropriate loss‑mitigation option that maximizes customer satisfaction and investor return.
• Review, negotiate and recommend action on requests for proposed foreclosure or repossession alternatives within established time frames.
• Identify, evaluate and resolve reasons for delinquency and explain all workout options within company/investor/insurer guidelines.
• Skip‑trace accounts for possible leads to locate and contact customers.
• Quote reinstatement amounts, payoffs, and set up repayment plans within the system.
• Pursue resolution on referrals of non‑delinquent customers who request alternatives to retain ownership.
• Ensure all requested documentation has been received by the customer.
• Monitor all accounts associated with the Soldiers and Sailors Act to ensure compliance with all guidelines.
• Record all collection efforts via the collection system.
• Recommend additional actions with management assistance on delinquent accounts.
• Escalate calls and/or problem accounts to supervisor, repossession, legal or collection agencies as appropriate.
• Provide feedback to management for process improvement ideas and suggestions for the specialty collections unit.
• Assist with training of new hires.

• High school diploma or equivalent.
• Minimum two years of collection, support or related customer service experience.
• Loss‑mitigation experience is preferable but not required.
• Knowledge of basic mortgage default timelines/procedures (bankruptcy, escrow, foreclosure).
• Knowledge of bank‑owned, investor & insurer guidelines for mortgage and consumer companies.
• Familiarity with FDCPA, Privacy Act, state laws and other bank policies in regards to collection guidelines.
• Excellent consulting and advising skills via telephone and written communication.
• Strong customer service skills with external and internal customers.
• Excellent communication, listening, negotiation and comprehension skills.
• Ability to meet deadlines and work independently with medium level of supervision.
• Ability to analyze and suggest resolution to problems.
• Understanding of debt collections in any stage of delinquency (up to 180 days, charge‑off and bankruptcy).
• Foreclosure, bankruptcy and REO experience preferred.
• Familiarity with financial statements, tax returns, credit reports, home appraisals, title searches and other documents used to evaluate pre‑foreclosure remedies.
• Strong analytical, problem‑solving and mathematical skills.
• Must be able to work in a team environment and interact well with employees at all levels.
• Proficient in Microsoft Word, Outlook, Access and Excel (minimum intermediate level).

• Comprehensive total rewards including base salary, incentive compensation, and a broad benefits program covering physical, financial, emotional and social well‑being.
• Benefits information available on the careers page:

Cincinnati, Ohio 45227

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