Loss Mitigation Support Coordinator

Rhode Island Housing•Providence, RI

19h•$51,896 - $62,276•Onsite

About The Position

RIHousing is seeking a Loss Mitigation Support Coordinator to join its Loan Servicing team. The role supports borrower engagement and loan modification outcomes through borrower communications, Trial Payment Plan (TPP) monitoring, payment reminders, and trial payment processing. The Coordinator conducts routine borrower outreach, maintains accurate records, and identifies issues requiring escalation or additional review. The position is not eligible for remote work. The Coordinator supports Loss Mitigation Workout Specialists by maintaining borrower records, payment documentation, correspondence, and follow-up schedules. The role also coordinates with internal departments to research and resolve payment issues, servicing discrepancies, and outstanding borrower requirements. Through timely follow-up, accurate processing, thorough documentation, and early identification of issues, the Coordinator helps borrowers navigate the loan modification process and supports team efficiency, portfolio performance, customer satisfaction, and compliance with investor, regulatory, and company requirements.

Requirements

High school diploma or equivalent required.
Strong verbal and written communication, customer service, and interpersonal skills, including the ability to explain complex information clearly and communicate empathetically with borrowers experiencing financial hardship.
Strong organizational, time-management, and follow-up skills, exceptional attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
Proficiency in Microsoft Office applications, including Outlook, Word, and Excel, and the ability to learn and navigate mortgage servicing systems and other departmental technology.
Ability to exercise sound judgment, maintain confidentiality, and handle sensitive borrower and financial information professionally.
Ability to identify issues, determine when escalation is appropriate, and follow established policies and procedures.
Ability to work independently and collaboratively in a team environment.

Nice To Haves

Associate's or bachelor's degree.
Bilingual skills.
One to two years of experience in mortgage servicing, loss mitigation, collections, customer service, or a related field.
Experience communicating with borrowers about payment obligations, delinquency resolution, mortgage assistance programs, or similar financial services activities.
Experience working with mortgage servicing systems and payment processing procedures.
General understanding of mortgage servicing, delinquency management, and loss mitigation processes.

Responsibilities

Conduct inbound and outbound communications with borrowers about Trial Payment Plans (TPPs), including reminders, follow-up on missed or outstanding payments, and responses to inquiries.
Explain TPP requirements, timelines, payment expectations, and next steps in the loss mitigation process, communicating professionally and empathetically with borrowers experiencing financial hardship.
Document borrower interactions, correspondence, and communication attempts in servicing systems.
Monitor active TPPs, track borrower payment performance, and review, verify, and process trial payments according to company procedures and investor requirements.
Maintain accurate records of payment activity and loan modification requirements, update servicing systems, and track trial plan milestones through completion.
Identify payment discrepancies, missed payments, potential trial plan failures, and other issues requiring escalation to the appropriate Loss Mitigation Workout Specialist.
Provide administrative and operational support to Loss Mitigation Workout Specialists by maintaining borrower records, payment documentation, correspondence, and follow-up schedules.
Coordinate with internal departments to research and resolve payment issues, servicing discrepancies, and outstanding borrower requirements.
Identify recurring operational or borrower communication issues and escalate trends to management.
Perform other related duties and special projects as assigned.