Specialist, Loss Mitigation, V1

Job Description

Come join our amazing team and work at our office in Phoenix, AZ

Job Summary As a Loss Mitigation Specialist, you will be responsible for educating borrowers on CMS’ Loss Mitigation alternatives with the objective of retaining home ownership and avoiding foreclosure, including Loan Modifications, Partial Claims, Repayment Plans, Forbearances and Reinstatements. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.

The approved starting pay for this role is $24.50/hr plus a monthly performance bonus.

• Handle inbound calls routed through IVR as well as internal transfers to determine borrowers’ intent to retain property, discuss foreclosure alternatives, and provide eligibility criteria/information,
• Make outbound calls on all assigned loans in pipeline to follow up on collection of signed trial agreements, repay agreements, and final loan modification documents.
• Communicate approval or denial of a loss mitigation workout option, and handle general questions regarding account information.
• Review borrowers’ financial hardship documentation to determine the best work-out option, depending upon their current financial status and whether it is a short-term or long-term hardship
• In a denial case, engage borrowers’ interest and participation in a loss mitigation liquidation option and route borrower to the loss mitigation liquidation team.
• Provide information to borrowers relating to Title issues that may be impeding finalization of a modification.
• Maintain consistent attendance to ensure fulfillment of essential duties and responsibilities.
• Communicate the options available to the borrower for resolving the delinquency or imminent default, the actions the borrower must take to be considered for those options, the timing requirements for completion of actions by the borrower and the servicer, and the status of the servicer’s evaluation of the borrower for those options.
• Notify the Intake team when it appears that an error may have occurred in Intake regarding missing or unacceptable documents
• Being knowledgeable about the borrower’s situation and current status in the entire delinquency or imminent default resolution process, including any Loss Mitigation or non-foreclosure liquidation options.
• Assist borrowers who request to escalate a complaint or dispute a reason for non-approval, in contacting the servicer’s staff handling Escalated Cases and, upon request, must provide contact information for MHA Help
• Perform other duties as assigned.

• High school diploma or equivalent required. Some college courses in business, accounting or finance preferred.
• One (1) or more years’ experience in collections, loss mitigation or call center within a mortgage servicing environment required.
• Full State NMLS licensing required within 6 months of entering this job.
• Knowledge of mortgage industry terminology preferred
• Working knowledge of all Government program requirements and timelines, including FHA, VA, USDA, FNMA and FHLMC.
• Knowledge of Microsoft Suite at an intermediate level required
• Ability to understand opposing points of view on highly complex issues and to negotiate and integrate different viewpoints
• Ability to make decisions that have significant impact on the department’s credibility, operations, and services
• Ability to organize and prioritize own work schedule on a short-term basis (longer than one month) and within allotted work schedule timelines
• Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy
• Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly

Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their home ownership experience. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate.…