Modification Single Point of Contact

The Specialist II will oversee home retention exceptions, assist the department with escalations, and may assist with the “on-the-job” training process.

Job Description

• Receive inbound calls through a queue to assist customers with inquiries regarding their package, outstanding conditions, status on their review, trial plan, post modification or general loan servicing questions
• Conduct outbound call campaigns to secure commitments for outstanding packages, missing conditions, payments, and respond to customer inquiries
• Manage email and fax communications from customers and authorized third parties to ensure items are acknowledged and addressed in a timely manner
• Update customer financial information to initiate foreclosure alternative programs, provide results and next steps based off the recommendation received
• Participate in specialized campaigns to support loss mitigation initiatives and investor, state or company specific focuses
• Manage medium loss mitigation process improvement or new projects
• Oversight of home retention exceptions to ensure remediation is completed timely
• May assist with the “on-the-job” training process, conduct home retention training sessions, assess new hires, identify
• additional training needed, report training progress and completion to management, and maintain training materials
• Assist with department escalations to ensure they are resolved completely and timely
• Interface and coordinate with other departments, including home retention, property resolution, foreclosure, bankruptcy, litigation, customer service, and collections
• Accountable for performing all duties in accordance with company policies and procedures and state and federal laws
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization’s desired culture and values

Ideal Candidate will have the following:

• Minimum 3 years default servicing experience
• Spanish speaking highly desired
• Thorough knowledge of investor specific foreclosure alternative programs, loan servicing, foreclosure, and bankruptcy
• Proficient with CFPB, FDCPA and ECOA regulations.
• Excellent internal and external customer service skills, including professional telephone manner and ability to write clear and concise business correspondence
• Strong negotiation skills with the ability to resolve conflict and issues effectively
• Solid time management skills, including the ability to multi task and prioritize work assignments to adhere to timelines
• Ability to identify, analyze and problem solve pending foreclosure situations
• Skilled at making decisions independently within set policies and procedures
• Excellent computer skills, including proficiency in Microsoft Excel, Word
• Ability to work a flexible shift and overtime when required