Senior Loan Counselor – Mortgage Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Recover payments on loans that are 30 days or more overdue

• Actively reach out to delinquent borrowers to reestablish payment habits and mitigate default risks

• Negotiate and modify repayment plans to address delinquencies and prevent foreclosure

• Evaluate, negotiate, authorize, calculate, set up, and oversee short-term repayment strategies

• Comply with federal, state, investor, and insurer regulations regarding collections and borrower communications

• Work collaboratively with internal teams, external partners, and investor representatives

• Complete tasks for investors, provide updates, engage in conference calls, and contribute to portfolio performance assessments

• Keep abreast of loss mitigation programs and options for retention and liquidation

• Help borrowers in preparing financial packages and ensuring timely submission of accurate documentation

• Inform borrowers about the implications of delinquency, foreclosure, credit reporting, and bankruptcy

• Maintain precise records in the servicing system, including notes, codes, default holds, and status updates

• Set up one-time and recurring payment drafts

• Review, guide, and validate payment posting or reversal requests

• Monitor and manage suspense account queues

• Oversee departmental email inboxes and address inquiries

• Conduct both outbound and inbound calls to borrowers using manual and automated dialing systems

• Secure and follow up on commitments to pay

• Perform skip tracing to obtain updated contact information for borrowers

• Generate, review, and respond to quality control reports and task lists

• Offer backup assistance during peak periods or staff shortages

• Participate in training sessions and departmental meetings

• Support ongoing improvement, special projects, audits, quality control initiatives, and cross-functional collaborations

⛳️ Requirements

• High school diploma (or equivalent) is mandatory

• Familiarity with investor and insurer guidelines (Fannie Mae, Freddie Mac, FHLB, FHA/HUD, VA, USDA, and private investors) is preferred

• Prior experience in collections and related default loan servicing is advantageous

• Experience with call center systems, auto dialers, and telephony platforms is beneficial

• Knowledge of ICE Mortgage Technology platforms, including MSP, is highly preferred

• Proficiency in Windows operating systems and Microsoft Office applications (Outlook, Word, Excel, Teams) is required

• Strong typing and data entry capabilities

• Excellent verbal and written communication skills

• Exceptional organizational, time management, critical thinking, and analytical abilities

• High level of accuracy and attention to detail

• Capacity to prioritize tasks and meet deadlines

• Ability to manage confidential and sensitive information with care

• Effective negotiation, problem-solving, and solution-oriented skills

• Adherence to relevant regulations, internal controls, departmental procedures, and company policies

• Capability to lift up to 20 pounds

• Ability to remain seated at a computer desk for extended durations

• Competence in performing repetitive tasks with a computer mouse and keyboard

🏝️ Benefits

• Remote work can be conducted from a private home office

• Indoor, climate-controlled office environment and/or home office, or a combination of both, at management’s discretion

• Equal Opportunity / Affirmative Action Employer