Homeowner Support Specialist; On-site

Position Summary

The Loss Mitigation Specialist I role is responsible for establishing contact, communicating, and negotiating with borrowers, investors, and real estate agents via verbal and written means to resolve at‑risk mortgages. The Specialist reviews, counters, and approves loss mitigation deals within their delegated authority.

• Handle multiple mortgage products that are 60+ days delinquent in accordance with investor, departmental, and legal guidelines.
• Make inbound and outbound calls to support homeowner questions and engage homeowners in loss‑mitigation workout assistance.
• Contact borrowers, borrowers’ authorized representatives, and brokers.
• Analyze financial statements, tax returns, credit reports, and collateral value to determine and recommend the most feasible and appropriate workout.
• Address borrower questions or concerns and provide articulate, comprehensive responses.
• Handle escalated files appropriately.
• Contribute to departmental success by understanding and influencing key performance measurements.
• Ensure compliance with company policies and procedures.
• Perform related duties as assigned by management.

• High school diploma or equivalent, required.
• Bachelor’s degree, preferred.
• Ability to obtain and maintain an ongoing Mortgage Loan Originator License.
• Proficiency in Microsoft Word and Excel.
• Excellent consulting and advising skills via telephone and written communication.
• Understanding of debt collections at any delinquency stage.
• Preferred experience in Loss Mitigation, Collections, Foreclosure, Bankruptcy, and Real Estate Owned (REO).
• Portfolio management experience; strong organizational skills and attention to detail.
• Comfortable talking on the phone for extended periods.
• Capable of sitting for extended periods of time.
• Comfortable working on a computer for extended time, including typing and viewing a screen.
• Required to possess a company‑approved smartphone capable of installing security apps such as Microsoft Authenticator.

• Medical, dental, and vision insurance
• Health Savings Account with employer contribution
• 401(k) retirement plan with employer match
• Paid maternity leave, parental bonding leave, and caregiver leave
• Adoption assistance
• Tuition and certification reimbursement
• Employee mortgage loan program
• Newrez Emergency & Disaster Fund for hardship support
• Corporate Social Responsibility program with volunteer time off and matching gifts up to $1,000
• Access to grants, nonprofit resources, and volunteer opportunities

We’re proud to be an equal‑opportunity employer—and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and veteran status. Different makes us better.