Default Specialist

For decades, The Mortgage Law Firm has been a trusted name in default legal services, providing comprehensive solutions to mortgage servicers, banks, investors, and other financial institutions. Our success is built on a deep understanding of the industry, strong relationships, and an unwavering commitment to client service.

• The Default Specialist supports the firm’s client service and default operations by monitoring incoming communications, handling assigned telephone calls, documenting borrower and homeowner inquiries, maintaining accurate case and escalation records, and routing matters to the appropriate internal team or client contact. The role provides professional, service-focused communication while supporting work involving foreclosure, bankruptcy, eviction, litigation, and related mortgage default matters. The Specialist reports to the Manager, Client Updates & Metrics and supports matters across the firm’s business lines.

• Accept new matters and establish accurate records in the firm’s case management system using information and documents received from clients and other authorized sources.
• Review documents and enter information into required system fields to identify requirements, deadlines, exceptions, or impediments that may require workflow, follow-up, or escalation.
• Monitor assigned client, shared, and departmental correspondence channels and respond, route, or escale communications under approved procedures.
• Handle incoming telephone calls professionally, confirm available identifying information, determine the general nature of the inquiry, document the conversation accurately, and route the caller to the appropriate resource when additional review is required.
• Communicate with borrowers and homeowners using approved procedures, procedures, and service standards. Provide only authorized information and do not provide legal advice, servicing decisions, or assurances outside the role’s authority.
• Receive calls involving potential loss mitigation assistance, document the request and any stated need for forms or supporting information, and identify the applicable client, servicer, matter, and response requirements.
• Track and escale requests to the applicable client or internal owner when a borrower or mortgagor requests documentation, status information, or other assistance related to loss mitigation, when applicable.
• Monitor open borrower and loss mitigation-related requests through completion, perform timely follow-up, and elevate overdue, incomplete, sensitive, or deadline-driven matters to the Manager.
• Maintain quality control standards throughout assigned work and promptly correct or escalates incomplete, inconsistent, or inaccurate information.
• Provide responsive customer service to clients and other authorized contacts, addressing inquiries and concerns promptly, professionally, and within assigned authority.
• Prepare and submit accurate recurring or ad hoc reports regarding workload, call activity, escales, findings, aging, open items, and completion status as requested.
• Validate checklist-based prerequisites before advancing work and obtain or request resolution of unmet requirements under established procedures.
• Generate notices and other approved communications for statutory or client-required mailings after applicable conditions and approvals are satisfied.
• Update client systems and internal or external technology platforms so the matter history, current status, exceptions, communications, and next steps are complete and current.
• Manage assigned workload, meet deadlines, and request assistance or extensions early enough to avoid preventable last-minute escales.
• Protect confidential client, borrower, homeowner,…