Default Counselor

Rhode Island Housing•Providence, RI

6h•Hybrid

About The Position

RIHousing is seeking a dynamic professional to serve as a Default Counselor in their Loan Servicing Department. This position is accountable for mortgage counseling and collections through foreclosure to ensure minimal risk exposure to Rhode Island Housing. This is a hybrid position based in Providence, Rhode Island, where you will be an integral part of the Loan Servicing team. The role is designed for face-to-face collaboration and direct involvement in the office environment.

Requirements

Strong knowledge of CFPB regulations, including Quality Right Party Contact (QRPC) and customer complaint tracking requirements.
Ability to collaborate with customer service staff, monitor delinquent loan portfolios, and support special projects as assigned.
Flexibility to work occasional evenings and Saturdays as required.
Three years of experience in mortgage collections and or customer service
Knowledge of CFPB, FNMA, FHA, VA, and USDA regulations, as well as private mortgage insurer guidelines
Strong negotiation, communication, and organizational skills
Associate’s degree in business administration or related field, and or equivalent work experience required
Use of a personal vehicle, a valid driver’s license, and proof of insurance is required.

Nice To Haves

Bilingual ability preferred (particularly Spanish or Portuguese)

Responsibilities

Administering the collections process in compliance with internal policies, regulatory guidelines, sub-servicer requirements, and investor standards, including delinquency reporting to appropriate investors and insurers.
Contacting delinquent borrowers to provide counseling, cure defaults, and make referrals for loan workouts or foreclosure action, in accordance with Consumer Financial Protection Bureau (CFPB) regulations regarding Quality Right Party Contact (QRPC).
Requesting financial hardship documentation and arranging repayment or forbearance plans in line with internal and regulatory guidelines.
Initiating delinquency notices, demand letters, skip tracing, and property inspections as needed.
Maintaining and documenting all borrower communications in the customer contact log and monitoring loan status via the delinquency reporting queue.
Researching and resolving payment issues, reviewing requests for late charge waivers, and handling borrower complaints in compliance with CFPB customer complaint tracking requirements, using de-escalation techniques as appropriate.
Processing one-time electronic and non-electronic payments as requested.
Assisting customer service with questions regarding delinquent loans, tracking progress, and monitoring delinquency trends.
Supporting loss mitigation by communicating available options prior to referral, identifying loans for potential legal action, and assisting with Home Secure Program outreach and tracking.