Home Retention Specialist

2 weeks ago

Houston, Texas, United States New American Funding Full time
About the Role

We are seeking a highly skilled and experienced Home Retention Specialist to join our team at New American Funding. As a key member of our mortgage default servicing team, you will play a critical role in assisting borrowers resolve financial issues impacting their ability to retain their home.

Key Responsibilities
  • Identify and request necessary documents to complete an application for assistance
  • Access information in multiple systems to inform borrowers of loan workout terms, important dates, and deadlines
  • Follow up with borrowers when additional loan documents are required
  • Notify and inform borrowers of changes to dates/timelines and decisions as they are made
  • Provide information to borrowers concerning escalation/complaint procedures and process per CFPB guidelines
  • Efficiently handle a variety of customer inquiries regarding the customer's home mortgage
  • Become a subject matter expert on mortgage servicing loss mitigation options and qualification requirements
  • Minimize call escalations by gaining customer trust and keeping promises
  • Prioritize quality and efficiency in resolving customer issues
  • Ensure compliance with all applicable federal and state mortgage laws, regulations, investor requirements, and CFPB Servicing Guidelines
Requirements
  • Excellent verbal and written communication and listening skills
  • Ability to work under pressure and stress and respond to inquiries with tact, diplomacy, and patience
  • Knowledge of commonly used terminology, concepts, and practices and procedures within the mortgage industry
  • Knowledge of MSP, with at least 1 year's recent experience working with MSP
  • Good business writing skills
  • Good business math skills
  • Analytical and organized
  • Strong PC skills, proficient in MS Windows, MS Outlook, MS Office Suite, MS Visio, MS SharePoint, and MS Project
  • Bilingual (English/Spanish) a plus
Desired Education/Experience
  • 2+ years' experience in mortgage default servicing, mortgage loss mitigation, or workout experience preferred
  • High school diploma or equivalent required, bachelor's degree preferred
  • Good working knowledge of FNMA, FHLMC, GNMA, FHA/VA workout requirements
  • Good working knowledge of FDCPA, CFPB Servicing Guidelines, and state regulations related to debt collection practices
  • Ability to work well under pressure, meeting multiple and sometimes conflicting deadlines
  • Ability to collaborate and work well with others
  • History of reliable attendance
  • Ability to work a schedule that includes some weekends
  • Ability to pass background investigation
  • Demonstrated ability to achieve goals
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information.

Vision: See in the normal visual range with or without correction. Hearing: Hear in the normal audio range with or without correction.

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