Mortgage Customer Services Specialist

Overview

Seeking a customer-focused specialist to collect payments on early-stage mortgage accounts (1–2 months past due), resolve issues, and set up repayment plans. This role also handles inbound loss mitigation calls and discusses available options with borrowers, ensuring accurate documentation in the MSP Servicing System and adherence to FHA/Client/Freddie Mac/VA/USDA default servicing guidelines.

Richmond, VA — 100% onsite. Long-term Contract-to-hire.

Schedule:

1st–16th of each month, 9:30 a.m. – 6:00 p.m.; 17th–end of month, 10:30 a.m. – 7:00 p.m.; last two weekends of each month, work 3:00 p.m. – 7:00 p.m. on the preceding Wednesday and 9:00 a.m. – 1:00 p.m. on Saturday.

• Make outbound and handle inbound calls to borrowers 30–60 days past due; collect payments and negotiate payment arrangements.
• Take phone payments and set up structured repayment plans consistent with investor/insurer guidelines.
• Handle inbound loss mitigation calls; explain options, gather information, and route/record as appropriate.
• Assess borrower circumstances, identify root causes of delinquency, and work toward timely resolution.
• Document all borrower interactions, promises to pay, and outcomes accurately in MSP.
• Adhere to applicable servicing and default guidelines; follow internal policies and quality standards.
• Meet performance metrics for right-party contacts, cure rates, and call quality while maintaining excellent customer service.

• Collections or customer service experience (mortgage servicing preferred).
• Working knowledge of FHA, Client, Freddie Mac, VA, and USDA default servicing guidelines.
• Proficiency with the MSP Servicing System.
• Strong communication, negotiation, and analytical skills.
• Ability to manage priorities and maintain accuracy in a fast-paced, phone-intensive environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.