New American Funding · 20 hours ago
Home Retention Outreach Specialist
United States
Full-time
Remote
Entry Level
$20/hr - $24/hr
1+ years expNew American Funding is seeking a Home Retention Outreach Specialist to assist borrowers in resolving financial issues affecting their ability to retain their homes. The specialist will engage with borrowers to explore solutions for maintaining home ownership and provide guidance on loan liquidation options when necessary.
Financial ServicesLendingMortgage
Responsibilities
Initiates outbound contact with borrowers to determine 'reason for default', borrower intent, financial ability to repay mortgage, and to identify potential loss migration options/solutions
Answer inbound phone inquiries from borrowers regarding the status of loss mitigation, modification, short sales and foreclosure process
Interviews borrowers to understand borrowers specific situation; identify and request appropriate documents required for workout review
Access information in multiple systems to inform borrowers of loan workout terms, important dates and deadlines. Follow-up with borrower to get loan modification agreements signed and closed
Make 'good faith' payment arrangements with borrower to ensure mortgage does not fall further behind while loss mitigation options are being evaluated
Follow-up with borrower when additional loan documents are required
Notify and inform borrowers of changes to dates/timelines and decisions as they are made
Provide information to borrower concerning escalation/complaint procedures and process per CFPB guidelines
Efficiently handle a variety of customer inquiries, via phone call and written correspondence, regarding the customer's home mortgage
Minimize call escalations by gaining our customer's trust and keeping our promises
Prioritize quality and efficiency in resolving customer issues
Ensures compliance with all applicable federal and state mortgage laws, regulations, investor requirements and CFPB Servicing Guidelines
Qualification
Required
Excellent verbal and written communication and listening skills
Ability to work under pressure and stress and respond to inquiries with tact, diplomacy and patience
Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage industry
Good business writing skills
Good business math skills
Analytical and organized
Strong PC skills. Must be proficient in MS Windows, MS Outlook, MS Office Suite
The ideal candidate should have 1+ years' experience in a mortgage default servicing
High school diploma or equivalent required
Must work well under pressure, meeting multiple and sometimes conflicting deadlines
Must have demonstrated ability to collaborate and work well with others
History of reliable attendance
Ability to work a schedule that includes some Saturdays
Must be able to pass background investigation
Demonstrated ability to achieve goals
Must be able to verify identity and employment eligibility to work in the U.S
Must be able to lift up to ten pounds
Primary functions require sufficient physical ability and mobility to work in an office setting
To stand or sit for prolonged periods of time
To occasionally stoop, bend, kneel, crouch, reach, and twist
To lift, carry, push, and/or pull light to moderate amounts of weight
To operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard
To verbally communicate to exchange information
See in the normal visual range with or without correction
Hear in the normal audio range with or without correction
Preferred
Knowledge of MSP, with at least (1) years recent experience working with MSP; useful but not required
Bilingual (English/Spanish) a plus
Bachelor's degree preferred
Knowledge of FNMA, FHLMC, GNMA, FHA/VA workout requirements
Knowledge of FDCPA, CFPB Servicing Guidelines and state regulations related to debt collection practices
Benefits
Quarterly bonus
Shift differential
Bilingual differential
Award programs
Company
New American Funding
New American Funding provides cutting-edge marketing and technology efforts allow us to compete with large banks.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Rick Arvielo
Co-Founder and CEO
Jeff Farinich
SVP Technology and Chief Information Security Officer
Recent News
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