Loss Mitigation SPOC

Guild Mortgage•,

2d•$20 - $25•Onsite

About The Position

The Loss Mitigation Single Point of Contact (SPOC) performs tasks related to Guild Mortgage’s Loss Mitigation functions and serves as the borrower’s single point of contact. The role works directly with borrowers experiencing financial hardship to identify homeownership retention options for eligible FNMA, FHLMC, USDA, FHA, and VA loans. Activities include following up on missing documents, communicating approval or denial decisions, monitoring trial payment plans, and educating borrowers about Loss Mitigation programs in accordance with investor/insurer, state, and federal guidelines and regulations. This is a non-exempt position with a targeted salary range of $20 to $25 per hour. Compensation may depend on factors including minimum wage requirements, education, experience, and location. The role involves frequent borrower contact, moderate independent judgment, and work in an office environment. Work is primarily sedentary, with frequent keyboard and mouse use and regular visual and auditory interpretation.

Requirements

High school diploma or equivalent required.
At least 2 years of experience working in mortgage loss mitigation.
Strong working knowledge of conventional and government mortgage loan documents, processes, terminology, standards, compliance, and regulatory requirements, including federal debt collection laws, Federal Bankruptcy Laws, and handling other legal situations.
Knowledge of Standard Operating Procedures associated with CFPB, FCRA, TCPA, and FDCPA.
Ability to work patiently and professionally with consumers experiencing financial and emotional stress.
Strong interpersonal, critical-thinking, and problem-solving skills.
Highly organized and detail-oriented, with the ability to manage a high volume of assigned work.
Ability to work in a fast-paced, metrics-driven department.
Proficiency with basic internet searches, data entry, Microsoft Word, Excel, and Outlook.
Ability to use a computer keyboard and mouse frequently and accurately interpret information received visually and through audio.
Ability to work in an office setting; work is primarily sedentary.
Travel requirement: 0%.

Nice To Haves

College courses or a bachelor’s degree in finance, business, or a related field.
Advanced math skills.
Familiarity with document retention software.
10-key by touch.

Responsibilities

Serve as a subject-matter expert for assigned loan products and explain loss mitigation options and application processes to borrowers while documenting communications in the servicing system.
Communicate loss mitigation evaluation outcomes, including approvals and denials for modifications, payment deferrals or partial claims, forbearance, short sales, and deeds in lieu of foreclosure, in accordance with applicable guidelines.
Coordinate receipt of necessary documents and notify borrowers of items needed to complete applications.
Independently manage an assigned work queue and ensure borrower communications are complete, accurate, and timely.
Assist with borrower mediations, meetings, and calls; explain options and follow up to obtain outstanding lien or judgment information.
Assist with internal and external audit preparation, post-audit findings to investors, and support other examination activities as assigned.
Educate potential successors about documentation requirements for successor-in-interest status and follow up to encourage timely document return.
Review written communications for completeness before sending them to borrowers.
Respond to escalated borrower calls and explain denials, approvals, calculations, and criteria in detail.
Ensure compliance with applicable laws and regulations, complete required compliance activities, and follow Guild’s internal compliance policies and procedures.
Monitor industry regulation changes and recommend updates to internal policies, procedures, and systems.
Provide accurate and complete information to resolve issues and promptly follow up on outstanding matters and commitments.
Participate in the Call Quality program.
Collaborate with default servicing team members to ensure proper loan handling and prevent dual tracking.
Use critical thinking and sound judgment while reinforcing company values and accountability for results.
Monitor assigned loans in process for deviations from standard processing times and take appropriate action, including referring matters to management when needed.
Perform other duties as assigned.