Loan Counselor/Late Stage Collections

Cascade Financial Services•Chandler, AZ

4h•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. Since opening its doors in 1999, Cascade Financial Services has grown to become one of the most trusted lenders in Attainable Housing. Their goal is to help thousands of families realize the dream of home ownership by offering mortgage loan solutions customized to the manufactured housing marketplace, leveraging state-of-the-art business automation coupled with the most skilled professionals in the industry. The Cascade culture is focused and dedicated to developing and providing a platform for growth, valuing Teamwork, Integrity, Excellence, and Service (T.I.E.S.). The company believes in 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
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