Loan Counselor/Late Stage Collections

Cascade Financial Services•Rapid City, SD

6h•Remote

About The Position

The Loan Counselor is responsible for managing mobile home mortgage accounts from early-stage delinquency through resolution (“cradle to grave”). This role focuses on borrower outreach, payment collection, counseling, and loss mitigation when repayment is not immediately achievable. The Loan Counselor works GSE, FHA, VA, Freddie Mac, and Conventional loans and ensures compliance with all federal, state, investor, and company guidelines. Cascade Financial Services, established in 1999, aims to serve the American Dream through attainable home ownership by offering customized mortgage loan solutions for the manufactured housing marketplace. The company prides itself on a culture built on Teamwork, Integrity, Excellence, and Service (T.I.E.S.), fostering work/life balance and a positive, family-like work environment.

Requirements

High school diploma or equivalent required
1–3 years of mortgage collections or servicing experience
Working knowledge of GSE, FHA, VA, and Conventional loan programs
Strong negotiation, communication, and customer service skills
Ability to handle sensitive financial conversations with empathy and professionalism
Proficient with mortgage servicing systems and Microsoft Office

Nice To Haves

College coursework preferred
Mortgage collections or servicing experience, including mobile homes preferred

Responsibilities

Manage a portfolio of mobile home mortgage loans across all stages of delinquency
Perform outbound and inbound borrower contact to resolve delinquent accounts
Analyze borrower financial situations and provide counseling on available options
Negotiate repayment plans and resolve delinquencies through full reinstatement
Evaluate eligibility for loss mitigation options, including forbearance, repayment plans, and loan modifications
Initiate and track loss mitigation workflows in compliance with investor guidelines
Maintain accurate and detailed servicing notes in the loan servicing system
Ensure compliance with FDCPA, CFPB, RESPA, and investor requirements
Collaborate with internal departments such as Loss Mitigation, Customer Service, Bankruptcy, and Foreclosure as needed
Meet or exceed individual and team performance metrics