Bilingual (English/Spanish) Loan Resolution Counselor

Utah Housing Corporation•West Valley City, UT

2d•$39,042 - $51,054•Hybrid

About The Position

Bilingual (English/Spanish) Loan Resolution Counselor to join the Mortgage Servicing Department. This position works directly with homeowners to resolve mortgage delinquencies and guide them through available solutions. The Bilingual Loan Resolution Counselor will evaluate financial hardship, help borrowers understand available options, and prepare files for loss mitigation or foreclosure review. This opportunity is ideal for someone who can balance empathy and accountability while navigating complex mortgage servicing guidelines. UHC's mission is to serve Utah's housing needs through finance and innovation. We are guided by core values of integrity, respect, communication, teamwork and collaboration, and growth and development, which shape how we work together and support the communities we serve. We are looking for someone who embodies these values and takes pride in contributing to a purpose-driven organization.

Requirements

High diploma or equivalent
At least one year of experience in mortgage servicing, loan counseling, collections, or a similar customer-focused environment.
Effective communication skills
Customer service skills
Critical thinking skills
Ability to manage multiple priorities
Ability to stay organized
Ability to thrive in a fast-paced environment
Proficiency in Microsoft Word and Excel

Nice To Haves

Bilingual proficiency in English and Spanish
Experience with loan servicing systems
Basic understanding of accounting or finance principles

Responsibilities

Communicate regularly with homeowners by phone and in writing to discuss delinquent mortgage accounts and determine the most appropriate resolution.
Evaluate each borrower's financial circumstances, hardship documentation, and occupancy status to identify available options, including repayment plans, forbearance agreements, loan modifications, short sales, and deeds in lieu of foreclosure.
Manage a portfolio of loans across multiple investor and government programs, including FHA, VA, GNMA, FNMA, and Rural Housing, while ensuring accurate documentation and timely updates within the loan servicing system.
Prepare borrower notices, loss mitigation agreements, and foreclosure-related communications.
Maintain detailed servicing notes.
Coordinate with the Default Manager to ensure compliance with investor requirements and audit standards.
Support collection activities, reporting, and other customer service functions as needed.