SUMMARY

This position is responsible for providing exceptional service during the default process, to both internal and external customers. The Loss Mitigation Specialist will partner with the Single Point of Contact Specialists and other departments including Customer Service, Escrow, Foreclosure, Bankruptcy, Cashiering, and other operations groups as necessary. In this role, this person will work with these different departments and the borrower to provide the appropriate loss mitigation options to ensure the best outcome for the borrowers and the company.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

Be the primary contact for internal and external customers and approved third parties. Be able to speak to loss mitigation options while providing exceptional customer service.

Be well-versed in Loss Mitigation investor-specific guidelines.

Vast understanding of regulatory guidelines as they pertain to loss mitigation.

Collect missing documents from borrowers to complete their loss mitigation reviews.

Review modification documents to ensure the accuracy of terms and verbiage.

Complete loss mitigation reviews within the SLAs provided by the department and investors.

Assists customers with routine account-related questions and requests as well as collection of payments pertaining to loss mitigation.

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Handles customer complaints and escalates issues to the Manager as needed.
• Maintains cleanliness in and around the workstation.
• Recommends to supervisor methods to improve the department.
• Completes all required compliance exams on a yearly basis.
• Adherence to all First United Policies and Procedures.
• Dresses professionally.
• Other duties as assigned by supervisor.

EMPLOYEE SPECIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and Work Experience

• Loss Mitigation experience, 2+ Years
• Bachelor's degree, (Preferred)
• High School or Equivalent (GED), Required
• Financial services/operations environment, 4+ Years

Technical/Functional Competencies

• Basic mathematical skills.
• Proficient computer skills.
• Strong written and verbal communication skills.
• Exceptional customer service skills.
• Strong negotiation skills.
• Knowledge of MSP (Preferred)
• Knowledge of corporate policy, laws, and regulatory requirements of the area of responsibility.
• Ability to work in a team environment to resolve problems.
• Good problem-solving and decision-making skills.
• Demonstrates good judgment.
• Strong organizational skills.
• Ability to work in a fast-paced environment and work well under pressure.
• Strong interpersonal skills and ability to work well with a wide range of people.
• The ability to use e-mail, phone, and other communication tools is necessary.
• Willingness to accept additional responsibilities.
• Dependable and adheres to timelines and schedules.
• Takes initiative in the development and completion of projects.

Physical Working Conditions

This is sedentary work that requires the following physical activities:

• Sitting or standing for extended periods, walking, finger dexterity, feeling, repetitive motions, talking hearing, and visual acuity including close vision.
• Occasional lifting (up to 10 pounds of computer equipment or paper).
• May be required occasionally to stoop or kneel.
• Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.

Working Conditions

• Normal Office environment.
• Moderate noise level.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday - Friday, 9:15 - 6:15. One Saturday a month: 8:00 - 1:00.

NOTE: This job description is not intended to be all-inclusive. The employee may perform other related duties as assigned by the supervisor to meet the organization's ongoing needs.

If any applicant is unable to complete an application or respond to a job opening because of a disability, please email us at for assistance.