[Hiring] Home Retention Outreach Specialist @New American Funding

Role Description

The Home Retention Outreach Specialist III is a front-line mortgage collections and borrower outreach role primarily focused on early-stage delinquency. This position handles inbound and outbound borrower communications, with an emphasis on:

• Outbound dialing
• Payment collection
• Early intervention
• Short-term home-retention solutions

The specialist works with borrowers to:

• Understand the reason for delinquency
• Assess their ability and intent to pay
• Identify appropriate next steps to resolve past-due mortgage payments
• Help prevent further delinquency

Responsibilities include:

• Conduct outbound borrower outreach and handle inbound calls regarding delinquent mortgage accounts
• Review account and payment history, discuss past-due balances, and assess the reason for delinquency
• Request payment and process or schedule borrower-authorized payments
• Establish and document payment commitments and arrangements
• Educate borrowers on available payment-resolution and home-retention options
• Identify borrowers needing additional workout assistance and initiate referrals
• Verify caller identity and authorization, provide required disclosures
• Accurately document borrower interactions and agreed next steps
• Complete assigned follow-up on payment commitments and referrals
• Recognize borrower complaints and escalate as necessary
• Meet established productivity and performance expectations
• Comply with company policies and applicable laws and regulations
• Support other assigned delinquency-related calls as needed

Qualifications

• Bilingual (English/Spanish) Required
• Knowledge of MSP, with at least 1 year of recent experience
• Knowledge of terminology, concepts, and practices within the mortgage industry
• Ability to work a schedule that includes some Saturdays
• Ability to work under pressure and respond with tact and patience
• Excellent verbal and written communication and listening skills
• Good business writing skills
• Good business math skills
• Analytical and organized
• Strong PC skills; proficient in MS Windows, MS Outlook, MS Office Suite

Requirements

• 1+ years' experience in mortgage default servicing preferred
• High school diploma or equivalent required; bachelor's degree preferred
• Knowledge of FNMA, FHLMC, GNMA, FHA/VA workout requirements
• Knowledge of FDCPA, CFPB Servicing Guidelines, and state regulations
• Ability to meet multiple and sometimes conflicting deadlines
• Demonstrated ability to collaborate and work well with others
• History of reliable attendance
• Must be able to pass background investigation
• Demonstrated ability to achieve goals

Benefits

• Quarterly bonus
• Shift differential
• Bilingual differential
• Award programs

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• Must be able to lift up to ten pounds
• Primary functions require sufficient physical ability and mobility to work in an office setting
• Ability to stand or sit for prolonged periods
• Occasional stooping, bending, kneeling, crouching, reaching, and twisting
• Operate office equipment requiring repetitive hand movement and fine coordination
• Verbally communicate to exchange information