[Hiring] Default Specialist @The Mortgage Law Firm

Role Description

The Default Specialist supports the firm’s client service and default operations by:

• Monitoring incoming communications
• Handling assigned telephone calls
• Documenting borrower and homeowner inquiries
• Maintaining accurate case and escalation records
• Routing matters to the appropriate internal team or client contact

The role provides professional, service-focused communication while supporting work involving foreclosure, bankruptcy, eviction, litigation, and related mortgage default matters. The Specialist reports to the Manager, Client Updates & Metrics and supports matters across the firm’s business lines.

Qualifications

• High school diploma or equivalent required
• Customer service, call center, administrative support, legal services, mortgage servicing, loss mitigation support, or another deadline-driven office environment preferred
• Experience entering and maintaining accurate information in case management systems, trackers, client platforms, or similar business systems preferred
• Ability to maintain confidentiality, follow written procedures, and work within clearly defined authority

Requirements

• Accept new matters and establish accurate records in the firm’s case management system
• Review documents and enter information into required system fields
• Monitor assigned client, shared, and departmental correspondence channels
• Handle incoming telephone calls professionally
• Communicate with borrowers and homeowners using approved procedures
• Receive calls involving potential loss mitigation assistance
• Track and escalate requests to the applicable client or internal owner
• Monitor open borrower and loss mitigation-related requests through completion
• Maintain quality control standards throughout assigned work
• Provide responsive customer service to clients and other authorized contacts
• Prepare and submit accurate recurring or ad hoc reports
• Validate checklist-based prerequisites before advancing work
• Generate notices and other approved communications
• Update client systems and internal or external technology platforms
• Manage assigned workload, meet deadlines, and request assistance when needed
• Protect confidential client, borrower, homeowner, employee, and firm information
• Use client directives, training materials, procedures, and available reference resources
• Coordinate with attorneys, operations teams, clients, servicers, and other business partners
• Provide backup support for other Client Updates & Metrics functions

Benefits

• Position may be performed remotely from Texas or Oklahoma, subject to firm approval and business needs
• Regular and reliable attendance during assigned business hours is required
• Ability to communicate by telephone and video, use a computer and standard office equipment
• A reliable internet connection and a private workspace suitable for handling confidential information are required for remote work
• Occasional travel or in-person attendance may be required for training, meetings, or firm events

Company Description

This description summarizes the general content and requirements of the position. It is not an exhaustive list of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.