Overview:
Position: Home Retention Specialist
Location: Remote - Austin, TX (hybrid if within 31 miles of site)
Compensation: $21-$23/hr, DOE + Quarterly Bonus potential
Position Summary:
The Home Retention Specialist is the front-line in assisting borrowers resolve financial issues impacting their ability to retain their home. The Home Retention Specialist assists borrowers with finding solutions for maintaining home ownership as well as exploring loan liquidation options when home retention is not feasible. The Home Retention Specialist is the "Single Point of Contact" (SPOC) for borrowers who are in default on their mortgage loans. Our Home Retention Specialists are expected to engage, understand and advise borrowers of available options to resolve mortgage delinquency and default.
Responsibilities:
Duties and Responsibilities:
1. Identifies and requests appropriate documents required to complete an application for assistance;
2. Access information in multiple systems to inform borrowers of loan workout terms, important dates and deadlines.
3. Follow-up with borrower when additional loan documents are required;
4. Notify and inform borrowers of changes to dates/timelines and decisions as they are made;
5. Provide information to borrower concerning escalation/complaint procedures and process per CFPB guidelines;
6. Efficiently handle a variety of customer inquiries, via phone call and written correspondence, regarding the customer's home mortgage;
7. Become a "subject matter expert" (SME) on mortgage servicing loss mitigation options and qualification requirements;
8. Minimize call escalations by gaining our customer's trust and keeping our promises;
9. Prioritize quality and efficiency in resolving customer issues;
10. Ensures compliance with all applicable federal and state mortgage laws, regulations, investor requirements and CFPB Servicing Guidelines.
Qualifications:
Desired Competencies:
1. Excellent verbal and written communication and listening skills;
2. Ability to work under pressure and stress and respond to inquiries with tact, diplomacy and patience;
3. Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage industry;
4. Knowledge of MSP, with at least (1) years recent experience working with MSP;
5. Good business writing skills;
6. Good business math skills;
7. Analytical and organized;
8. Strong PC skills. Must be proficient in MS Windows, MS Outlook, MS Office Suite, MS Visio, MS SharePoint and MS Project.
9. Bilingual (English/Spanish) a plus.
Desired Education/Experience:
1. The ideal candidate should have 2+ years' experience in a mortgage default servicing, mortgage loss mitigation or workout experience preferred;
2. High school diploma or equivalent required, bachelor's degree preferred.
3. Good working knowledge of FNMA, FHLMC, GNMA, FHA/VA workout requirements;
4. Good working knowledge of FDCPA, CFPB Servicing Guidelines and state regulations related to debt collection practices;
5. Must work well under pressure, meeting multiple and sometimes conflicting deadlines;
6. Must have demonstrated ability to collaborate and work well with others;
7. History of reliable attendance;
8. Ability to work a schedule that includes some weekends;
9. Must be able to pass background investigation;
10. Demonstrated ability to achieve goals;
Other Duties: This job may require frequent sitting or standing for long periods of time. This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.
Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.
[EOE/M/F/D/V. Drug-free workplace.]
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction
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