Customer Advocate Representative Loss Mitigation
Customer Advocate Representative Loss Mitigation
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Job Description
Description
Position Summary:
Responsible for handling inbound and outbound calls in a customerfacing role. Acts as the Single Point of Contact (SPOC) for borrowers in default or facing imminent default assisting with Loss Mitigation alternatives. Reviews and resolves indepth servicing issues research and escalations not limited to escrow payment discrepancies and loss mitigation.
Responsibilities:
- Acts as the SPOC and maintains relationship with borrower until hardship and delinquency status is overcome from day 60.
- Liaises between the customer and Loss Mitigation. Utilizes strong phone and customer service skills along with general understanding of Loss Mitigation to communicate with customer.
- Fully understand all GSE HUD/VA/USDA guidelines for retention and disposition options.
- Manages a portfolio size of 150 loans by meeting all investor and company guidelines.
- Responsible for reviewing and collecting missing documents on incomplete workout packages within strict timelines.
- Works directly with delinquent borrowers to resolve past due delinquency; negotiates reasonable payment arrangements and/or extended repayment plans; collects on past due loans.
- Discusses appropriate foreclosure alternative by providing detailed requirements for package submissions and timeframe of the review process.
Requirements:
- Minimum 2 years of SPOC Loan Servicing experience required; Loss Mitigation experience preferred.
- Experience working in a Contact Center environment and ability to navigate an inbound/outbound dialer.
- Ability to pass the Nationwide Mortgage Licensing System (NMLS) exam; all incumbents must be licensed in every state they conduct business in.
- Black Knight MSP or DOS experience preferred.
- Excellent written and verbal communication; Spanish speaking a plus.
- Bachelors Degree preferred High School Degree or equivalent required.
Why work for #teamloanDepot:
- Competitive compensation package based on experience and skill set.
- Inclusive diverse and collaborative culture where people from all backgrounds can thrive.
- Work with other passionate purposeful and customercentric people.
- Extensive internal growth and professional development opportunities including tuition reimbursement.
- Comprehensive benefits package including Medical/Dental/Vision.
- Wellness program to support both mental and physical health.
- Generous paid time off for both exempt and nonexempt positions.
About loanDepot:
loanDepot (NYSE: LDI) is a digital commerce company committed to serving its customers throughout the home ownership journey. Since its launch in 2010 loanDepot has revolutionized the mortgage industry with a digitalfirst approach that makes it easier faster and less stressful to purchase or refinance a home. Today as the nations second largest nonbank retail mortgage lender loanDepot enables customers to achieve the American dream of homeownership through a broad suite of lending and real estate services that simplify one of lifes most complex transactions. With headquarters in Southern California and offices nationwide loanDepot is committed to serving the communities in which its team lives and works through a variety of local regional and national philanthropic efforts.
We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race religion color national origin gender sexual orientation age marital status veteran status or disability status.
Required Experience:
Unclear Seniority
Employment Type
Full Time
