Part-Time Mortgage Outreach Specialist

HOPE Overview

HOPE (Hope Enterprise Corporation, Hope Credit Union and Hope Policy Institute) provides financial services; leverages resources; and engages in advocacy that strengthens the financial health of people in under‑resourced Deep South communities. Since 1994, these efforts have benefited more than three million people in Alabama, Arkansas, Louisiana, Mississippi and Tennessee, and influenced billions in persistent poverty communities across the nation. Learn more at https://(Use the "Apply for this Job" box below)..

Title: Mortgage Outreach Specialist

Department: Mortgage
- Loan Servicing

Reports To: VP, Loan Servicing

Supervises: None

Job Classification: Part‑time, Non‑exempt

Location: Remote - AL, AR, GA, LA, MS, TN

The Part‑Time Outreach Specialist for Hardship Assistance at HOPE Credit Union plays a vital role in supporting members facing financial difficulties. The position’s primary purpose is to serve as the Single Point of Contact (SPOC) for members applying for hardship assistance. This part‑time role operates during evening hours (5–9 pm) and on Saturdays (8 am–12 pm) to ensure members have access to support outside of regular business hours.

The Outreach Specialist will be responsible for conducting live outreach calls, assisting with hardship applications, and performing administrative tasks related to documentation and reporting. This position will execute targeted outreach efforts to specific delinquency statuses, ensuring proactive and effective communication with members in need of assistance, while continuously evaluating and adjusting strategies based on portfolio needs.

• Conduct live outreach calls to members during evening hours (5–9 pm, 4 days a week) and on Saturdays (8 am–12 pm), focusing on engaging members who may be eligible for hardship assistance.
• Serve as the Single Point of Contact (SPOC) for submitting hardship assistance applications, guiding members through the application process with clear and thorough explanations.
• Assist members in understanding available hardship programs, answering questions, and addressing concerns related to their financial challenges.
• Review financial documents submitted by members for completeness and accuracy, ensuring that all necessary documentation is provided before submitting hardship applications.
• Maintain accurate and detailed records of outreach efforts, including the status of hardship applications, communication logs, and outcomes.
• Ensure that all hardship assistance applications are complete, properly documented, and submitted in a timely manner.
• Track and report on the progress of outreach efforts, providing weekly updates on key metrics such as call volume, application submissions, and success rates.
• Execute targeted outreach campaigns, focusing on specific delinquency statuses or delinquency buckets to prioritize members in need of immediate assistance.
• Collaborate with the broader team to continuously evaluate outreach effectiveness and adapt strategies based on performance data and portfolio trends.
• Maintain confidentiality and adhere to all relevant regulatory and compliance standards when handling member information.
• Provide exceptional customer service, ensuring that members feel supported and informed throughout the hardship assistance process.
• Assist in identifying and implementing process improvements for the hardship assistance application and outreach process.

• Required:
  • Minimum of 3 years of call center experience, specifically assisting members with financial accounts.
  • At least 2 years of experience reviewing personal financial documents for completeness and accuracy.
  • High school diploma or equivalent required; some college coursework in business, finance, or related field preferred.
• Preferred:
  • Experience in the mortgage industry, particularly with hardship assistance or loss mitigation programs.
  • Familiarity with hardship assistance programs, including application processes and documentation requirements.

• Skills:
  • Strong communication skills, both verbal and written, with the ability to engage members effectively.
  • Excellent organizational skills and…