Mortgage Servicing: Default Specialist

FocusOne•Houston, TX

2d•$55,000 - $70,000

About The Position

FocusOne Mortgage Solutions, a Credit Union Service Organization (CUSO) located in Northwest Houston, partners with credit unions to provide mortgage and auto lending services. The Mortgage Default Specialist manages default-related processes accurately, professionally, and in compliance with applicable requirements. The role works closely with credit union partners, members, and internal departments to resolve issues promptly while delivering strong customer service. The specialist handles inbound and outbound calls, helps borrowers address payment questions and financial difficulties, documents loan status updates, and follows department procedures and call scripts. The role also conducts outreach related to uncashed post-payoff disbursement checks, potential escrow or ARM payment changes, and delinquent taxes. When members cannot be reached for an extended period, the specialist may arrange property inspections or door knocks. The role may also contact attorneys regarding accounts in bankruptcy or foreclosure and collaborates with partner credit unions on status updates and reporting.

Requirements

2–5 years of mortgage servicing or Collections/Loss Mitigation experience.
Excellent verbal and written communication skills.
Empathy and understanding when handling sensitive financial situations.
Analytical and problem-solving abilities.
Ability to work independently and manage time effectively.
Knowledge of federal and state regulations regarding mortgage collections.
Ability to collaborate with other departments and clients.

Nice To Haves

Prior FICS or MSP experience.
A degree is preferred, or an equivalent combination of education and prior experience.

Responsibilities

Manage inbound and outbound phone activities.
Assist borrowers with payment arrangements, questions, and finding assistance to address financial difficulties.
Document loan-level status updates clearly and concisely in the system of record.
Listen to members and provide counseling or suggestions related to payment questions or payment assistance.
Follow call scripts and comply with department procedures and applicable laws and regulations.
Contact members about aged, uncashed post-payoff disbursement checks.
Contact members about potential escrow or ARM-related payment changes and discuss available proactive assistance.
Call members regarding delinquent taxes.
Arrange property inspections or door knocks when past-due members cannot be reached for an extended period.
Potentially contact attorneys for status updates and documentation on accounts active in bankruptcy or foreclosure.
Collaborate with partner credit unions to provide status updates and reporting.