Position Summary:
Responsible for handling inbound and outbound calls in a customer-facing 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 in-depth servicing issues, research, and escalations not limited to escrow, payment discrepancies and loss mitigation. Ensures the performance of all duties in accordance with the company’s policies and procedures, all U.S. state and federal laws and regulations, wherein the company operates.
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 in order to communicate with the customer.
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Manages a portfolio size of 150 loans + by meeting all investor and company guidelines.
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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, as it pertains to HELOC.
- Performs other duties and projects as assigned.
Requirements:
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High School Degree or equivalent required.
- Bachelor’s Degree preferred, or minimum of two (2) + years’ loan servicing experience required.
- Ability to pass the NMLS exam; all incumbents must be licensed in every state they conduct business in.
- Previous single point of contact experience required.
- Experience in the Mortgage industry required.
- Experience working in MSP preferred.
- Contact Center experience preferred.
- Ability to navigate between and inbound/outbound dialer preferred.
- Bilingual a plus.
Why work for #teamloanDepot:
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Aggressive compensation package based on experience and skill set.
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Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive.
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Work with other passionate, purposeful, and customer-centric people.
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Extensive internal growth and professional development opportunities including tuition reimbursement.
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Comprehensive benefits package including Medical/Dental/Vision.
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Wellness program to support both mental and physical health.
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Generous paid time off for both exempt and non-exempt 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 digital-first approach that makes it easier, faster, and less stressful to purchase or refinance a home. Today, as the nation's second largest non-bank 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 life's 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.
Base pay is one part of our total compensation package. The base pay for this role is $23-$25/hour.
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.