Home Retention Outreach Specialist

New American Funding•Austin, TX

4d•$20 - $24

About The Position

The Home Retention Outreach Specialist III is a front-line mortgage collections and borrower outreach role primarily focused on early-stage delinquency. The role handles inbound and outbound borrower communications, with an emphasis on outbound dialing, payment collection, early intervention, and short-term home-retention solutions. The specialist works with borrowers to understand the reason for delinquency, assess their ability and intent to pay, and identify appropriate next steps to resolve past-due mortgage payments and help prevent further delinquency. Responsibilities include establishing payment arrangements within approved authority, explaining available assistance options, and referring borrowers for additional workout assistance when appropriate. The specialist may also handle other delinquency-related calls as assigned based on business needs, training, and approved responsibilities. The position is onsite for candidates located within 30 miles of the Austin, Texas, or Santa Ana, California, site locations, and remote for candidates located outside those areas. The regular full-time schedule is Monday through Friday, 12 p.m.–9 p.m. CST, with some Saturdays required. Training begins on a different schedule. The targeted start date is December 7, 2026. Pay is $20–$24 per hour, depending on experience, with quarterly bonuses, shift and bilingual differentials, and award programs.

Requirements

Bilingual English/Spanish skills are required.
At least one year of recent experience working with MSP is required.
Knowledge of commonly used mortgage-industry terminology, concepts, practices, and procedures.
Ability to work a full-time Monday–Friday schedule from 12 p.m. to 9 p.m. CST and some Saturdays.
Ability to work under pressure and respond to inquiries with tact, diplomacy, and patience.
Excellent verbal and written communication and listening skills.
Good business writing and business math skills.
Analytical and organized approach to work.
Strong PC skills and proficiency in MS Windows, MS Outlook, and the MS Office Suite.
High school diploma or equivalent required.
Ability to meet multiple and sometimes conflicting deadlines under pressure.
Ability to collaborate and work well with others.
Reliable attendance history.
Ability to pass a background investigation.
Demonstrated ability to achieve goals.
Must be able to verify identity and employment eligibility to work in the United States.
Must be able to lift up to ten pounds and perform the stated physical functions, with reasonable accommodations as applicable.

Nice To Haves

One or more years of mortgage default servicing experience is ideal.
Mortgage loss mitigation or workout experience is preferred.
A bachelor's degree is preferred.
Knowledge of FNMA, FHLMC, GNMA, and FHA/VA workout requirements.
Knowledge of the FDCPA, CFPB Servicing Guidelines, and state regulations related to debt collection practices.

Responsibilities

Conduct outbound borrower outreach and handle inbound calls regarding delinquent mortgage accounts, focusing primarily on early-stage delinquency and payment resolution.
Review account and payment history, discuss past-due balances, and assess the reason for delinquency, expected hardship duration, and borrower ability and intent to pay.
Request payments and process or schedule borrower-authorized payments in accordance with company procedures and payment authorization requirements.
Establish and document payment commitments and arrangements within approved authority, and explain the terms and agreed next steps to borrowers.
Educate borrowers about available payment-resolution and short-term home-retention options, including repayment arrangements when applicable.
Identify borrowers who may need additional workout assistance, explain next steps, and initiate referrals or escalations through established procedures.
Verify caller identity and authorization, provide required disclosures, and protect confidential borrower information in accordance with company procedures.
Accurately document borrower interactions, reasons for delinquency, payment commitments, assistance discussed, referrals, and agreed next steps in servicing and collection systems.
Complete assigned follow-up on payment commitments, borrower next steps, and referrals within established timeframes.
Recognize borrower complaints, account concerns, and situations requiring specialized handling, and escalate them through the appropriate process.
Meet established productivity, call quality, attendance, schedule adherence, and performance expectations in a fast-paced call-center environment.
Comply with company policies, investor and insurer requirements, and applicable federal and state laws and regulations, including mortgage-servicing requirements and the FDCPA where applicable.
Support other assigned delinquency-related calls and queues as needed, consistent with training and approved responsibilities.
Perform additional related duties as assigned to meet organizational needs.