Home Retention Outreach Specialist

New American Funding•Austin, TX

3d•$20 - $24•Remote

About The Position

The Home Retention Outreach 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. Our Home Retention Specialists are expected to engage, understand and advise borrowers of available options to resolve mortgage delinquency and default.

Requirements

Excellent verbal and written communication and listening skills
Ability to work under pressure and stress and respond to inquiries with tact, diplomacy and patience
Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage industry
Knowledge of MSP, with at least (1) years recent experience working with MSP; useful but not required
Good business writing skills
Good business math skills
Analytical and organized
Strong PC skills. Must be proficient in MS Windows, MS Outlook, MS Office Suite, ,
Bilingual (English/Spanish) a plus
The ideal candidate should have 1+ years' experience in a mortgage default servicing. Mortgage loss mitigation or workout experience preferred
High school diploma or equivalent required, bachelor's degree preferred
Knowledge of FNMA, FHLMC, GNMA, FHA/VA workout requirements
Knowledge of FDCPA, CFPB Servicing Guidelines and state regulations related to debt collection practices
Must work well under pressure, meeting multiple and sometimes conflicting deadlines
Must have demonstrated ability to collaborate and work well with others
History of reliable attendance
Ability to work a schedule that includes some Saturdays; FT schedule working 12-9 M-F
Must be able to pass background investigation
Demonstrated ability to achieve goals

Responsibilities

Initiates outbound contact with borrowers to determine "reason for default", borrower intent, financial ability to repay mortgage, and to identify potential loss migration options/solutions
Answer inbound phone inquiries from borrowers regarding the status of loss mitigation, modification, short sales and foreclosure process.
Interviews borrowers to understand borrowers specific situation; identify and request appropriate documents required for workout review
Access information in multiple systems to inform borrowers of loan workout terms, important dates and deadlines. Follow-up with borrower to get loan modification agreements signed and closed
Make "good faith" payment arrangements with borrower to ensure mortgage does not fall further behind while loss mitigation options are being evaluated
Follow-up with borrower when additional loan documents are required
Notify and inform borrowers of changes to dates/timelines and decisions as they are made
Provide information to borrower concerning escalation/complaint procedures and process per CFPB guidelines
Efficiently handle a variety of customer inquiries, via phone call and written correspondence, regarding the customer's home mortgage
Minimize call escalations by gaining our customer's trust and keeping our promises
Prioritize quality and efficiency in resolving customer issues
Ensures compliance with all applicable federal and state mortgage laws, regulations, investor requirements and CFPB Servicing Guidelines.