Loss Mitigation SPOC

Guild Mortgage•, CA

13d•$20 - $25•Onsite

About The Position

The Loss Mitigation Single Point of Contact (SPOC) plays an important role in the organization by performing a variety of tasks related to the company’s Loss Mitigation functions. The role is responsible for acting as a single point of contact for Loss Mitigation activities. This role works directly with borrowers experiencing financial hardships to identify homeownership retention options for eligible FNMA, FHLMC, USDA, FHA, and VA loans. Activities include, but not limited to, missing document follow-up, communicating approval and/or denial decisions associated with the Loss Mitigation evaluation, monitoring trial payment plans, and educating borrowers on Loss Mitigation programs in accordance with established investor/insurer, state, and federal guidelines/regulations.

Requirements

High school diploma or equivalent required
2+ years working in a mortgage loss mitigation role
Strong working knowledge of conventional and government mortgage loan documents, including overall processes and inter-relationships, standards and requirements, terminology, compliance, and regulatory requirements related to federal debt collection laws, Federal Bankruptcy Laws, and proper handling of other legal situations.
Knowledge of Standard Operating Procedures associated with CFPB, FCRA, TCPA, and FDCPA
Ability to work in a demanding role that requires patience and professionalism while interacting with consumers experiencing financial and emotional stress.
Strong interpersonal, critical-thinking, and problem-solving skills
Highly organized and detail oriented; ability to manage a high volume of assigned tasks.
Work in a fast-paced, department-metrics-driven environment
Proficiency with basic internet searches, data entry, Microsoft Word, Excel and Outlook
Familiarity with document retention software.
Moderate level of independent judgment and decision-making
Frequent contact with borrowers
Work is primarily sedentary; mobility in an office setting.
Frequent use of computer keyboard and mouse.
Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
Office environment – no substantial exposure to adverse environmental conditions.

Nice To Haves

college courses or a bachelor’s degree in finance, business, or a related field preferred
Advanced math skills preferred.
10-key by touch strongly preferred.

Responsibilities

Serve as a subject-matter-expert for assigned loan product(s) to ensure compliance with investor/insurer and/or regulatory guidelines by communicating with borrowers to explain loss mitigation options and how to apply for assistance, while properly documenting communications within the servicing system.
Effectively communicate Loss Mitigation workout evaluation outcomes (approval or denial), including modifications, payment deferrals/partial claims, forbearance, short-sale and DIL workouts in accordance with investor/insurer guidelines, while maintaining a professional demeanor.
Coordinate the receipt of all necessary documents and notify the borrower of any required documents necessary to complete the Loss Mitigation application.
Effectively and independently manage an assigned work queue to ensure complete, accurate, and timely communications with the borrower.
Assist with borrower mediations, meetings, and calls; provide loss mitigation options, communicate options, and follow up with borrows to obtain outstanding lien or judgment information.
Assist with internal and external audit preparations, post-audit findings to investors, and any other exam activities, as assigned.
Work with potential successors to educate them on documentation requirements to establish successor-in-interest status, including follow-up to communication to encourage the timely return of required documents.
Review written communication prior to sending to borrowers for completeness.
Respond to escalated borrower phone calls and provide detailed, thorough explanations of denials and approvals, calculations, and criteria.
Ensures compliance with applicable federal, state, and local laws and regulations. Completes all required compliance.
Maintain knowledge of and adhere to Guild’s internal compliance policies and procedures.
Identify and stay current on changes in industry regulations, and recommend updates to internal policies, procedures, policies, and systems based on new/changed requirements.
Provide accurate and complete information to resolve issues and follow up on any outstanding issues or commitments promptly and when promised.
Actively participate in a Call Quality program to demonstrate commitment to continuous improvement.
Collaborate with other default servicing team members to ensure proper loan handling to prevent dual processing.
Demonstrate critical thinking skills and sound judgment in all aspects of role, while reinforcing cultural values and accountability for results.
Monitors inventory of assigned loans in-process to identify any deviation from standard processing time and take appropriate actions, including referring to management for alternatives to ensure timely resolution.
Perform other duties as assigned.