Loss Mitigation Specialist

Responsibilities

• Handle inbound calls routed through IVR as well as internal transfers to determine borrowers’ intent to retain property, discuss foreclosure alternatives, 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.
• Reviews 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 elevate 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.

• One 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.

Demonstrates expertise in loss mitigation and collections within the mortgage servicing environment, with a strong understanding of government program requirements and the ability to effectively communicate options to borrowers. Proficient in handling borrower inquiries and documentation while maintaining compliance with industry standards.