Senior Default Counselor

RIHousing – Senior Default Counselor
Salary - $58,972.00 - $76,664.00

We are seeking a dynamic professional to join our Loan Servicing Department as a Senior Default Counselor. The Senior Default Counselor plays a critical role in supporting borrowers who are behind on their mortgage payments and helping them avoid default or more serious legal action. This position manages complex and sensitive borrower interactions that require strong communication skills, sound judgment, a calm demeanor under pressure, and a thorough understanding of customer service principles, investor regulations, and servicing guidelines.

The role also serves as the primary liaison between borrowers and the Loss Mitigation team, coordinating solutions for delinquent or defaulted accounts.

This is a hybrid position based in Providence, Rhode Island, where you will be an integral part of our Loan Servicing
team. The role is designed for face-to-face collaboration and direct involvement in our office environment.

• Conduct outreach to delinquent borrowers through phone, written communication, and face-to-face counseling to establish Quality Right Party Contact (QRPC) and determine the cause of delinquency.
• Administer the collections process in compliance with internal policies, regulatory guidelines, sub‑servicer requirements, and investor rules, including delinquency reporting to the appropriate investor or insurer.
• Provide counseling, de-escalate concerns, cure defaults, and refer borrowers to appropriate internal staff or external financial counseling resources.
• Request and review financial hardship documentation and arrange repayment or forbearance plans in accordance with regulatory and investor requirements.
• Initiate delinquency notices and demand letters; perform skip tracing and request property inspections as needed.
• Maintain thorough documentation of all borrower communication in the customer contact log and monitor assigned loans through the delinquency reporting queue.
• Resolve lost or misapplied payments, research problem cases, review late‑charge waiver requests, and communicate with credit repositories as needed, following CFPB-compliant complaint‑tracking standards.
• Process one-time electronic and non-electronic payments at the borrower’s request.
• Assist Customer Service with questions or issues related to delinquent loans, track delinquency trends, and support outreach related to loss mitigation options prior to formal review and underwriting.
• Identify loans requiring potential referral to legal counsel and assist with Home Secure Program outreach and tracking.
• Support complex servicing projects and cross-functional initiatives related to process improvements, compliance updates, and portfolio transitions.
• Assist with onboarding and training new Default staff, ensuring effective use of servicing systems and applications.
• When the Default Supervisor is unavailable, the Senior Default Counselor will assist with handling escalated issues, support adherence to regulatory and policy requirements, and communicate sensitive staff matters directly to the Assistant Director as needed.

• Demonstrated ability to counsel delinquent borrowers with professionalism, empathy, and effective de-escalation techniques.
• Proficiency in documenting borrower interactions, managing delinquency queues, and using servicing systems to track loan status.
• Ability to collaborate with Customer Service, Loss Mitigation, and other internal teams to support borrower outcomes and organizational goals.
• Mentor and assist with training Default Counselors, contributing to team development and onboarding.
• Flexibility to work occasional evenings or Saturdays based on business needs.

• 5-7 years of experience in mortgage collections and or customer service
• Knowledge of CFPB, FNMA, FHA, VA, and USDA regulations, as well as private mortgage insurer guidelines
• Strong negotiations, communication, and organizational skills
• Associate's degree in business administration or related field; and or equivalent work experience required
• Bilingual ability preferred (particularly…