Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.
The Loss Mitigation Specialist, SPOC plays an important role in the organization by performing a variety of tasks related to the company’s Loss Mitigation functions. The role is responsible for acting as a Single Point of Contact (SPOC) for Loss Mitigation activities. This role calls and works with borrowers experiencing financial hardships to identify homeownership retention options, including Conventional Loans that are eligible for modification; as well as, conducting timely and accurate reviews of files, approval notices and denial notices in accordance with established investor, Company, state and federal guidelines and regulations.
Serve as Single Point of Contact for borrowers involved with Loss Mitigation while simultaneously abiding by all state, federal and investor guidelines.
Audit files and verify calculations performed by other Loss Mitigation Analysts to ensure compliance with investor regulations and CFPB.
Perform quality control on all modification documents and denials, pre-foreclosure denial and sale notices, and all other pertinent qualifying information to underwrite modifications.
Review and verify, previous partial claims, modification numbers, valid denials and approvals, and proper appeal verbiage and timelines.
Review all income/expense calculations and ensure compliance with agreed upon standards and state and investor guidelines.
Consistently present professionalism during telephone contact with borrower(s) for each loss mitigation workout such as Denials, Approvals, Forbearances, etc.
Prepare complete and accurate call notes, decisions, documentation, etc., and update customer files in system.
Assist with internal and external audits, and compile pre- and post-findings to investors, including CFPB.
Communicate effectively with individuals to ensure high quality and timely response and resolution to issues.
Assist with borrower mediations, meetings, and calls; provide loss mitigation options, communicate options, and follow up with borrows to obtain outstanding lien or judgment information.
Perform activities and projects designed to improve business performance.
Perform activities and prepare management reports related to researching and clearing outstanding loans.
Respond to escalated borrower phone calls and provide detailed, thorough explanations of denials and approvals, calculations, and criteria.
Perform all tasks in compliance with applicable regulatory standards, guidelines, and rules established by the company, investors, state and federal regulatory authorities, and local ordinances.
Identify and stay current on changes in industry regulations, and recommend updates to internal policies, procedures, policies, and systems based on new/changed requirements.
Provide accurate and complete information to resolve issues, and follow up on any outstanding issues or commitments promptly and when promised.
Provide daily productivity count for reporting purposes.
Maintain compliance with procedure manual to ensure internal procedures comply with investor and regulatory requirements.
Perform other duties as assigned.
High school diploma or equivalent required; college courses or a Bachelor’s degree in Finance, Business or a related field preferred, along with a minimum of five years of back office mortgage servicing experience required, with at least two years working in loss mitigation roles emphasizing home retention.
Strong working knowledge of conventional and government mortgage loan documents, including overall processes and inter-relationships, standards and requirements, terminology, compliance and regulatory requirements related to federal debt collection laws, Federal Bankruptcy Laws, and proper handling of other legal situations.
Knowledge of Standard Operating Procedures, CFPB, FCRA and FDCPA preferred.
Ability to work in a sometimes emotionally demanding role that requires patience and professionalism while interacting with consumers experiencing financial and emotional stress.
Strong project management, interpersonal, and problem-solving skills.
Highly organized and detail oriented; ability to evaluate and audit a high volumes of files.
Work in a fast-paced, department-metrics-driven environment required. Advanced math skills required.
Proficiency with basic internet searches, data entry, Microsoft Word, Excel and Outlook required.
Familiarity with document retention software; Blitzdoc preferred. 10-key by touch strongly preferred.
Moderate level of independent judgment and decision-making
Frequent contact with borrowers
Physical: Work is primarily sedentary; mobility in an office setting.
Manual Dexterity: Frequent use of computer keyboard and mouse.
Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
Environmental: Office environment – no substantial exposure to adverse environmental conditions.
Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.
Guild Mortgage Company is an Equal Opportunity Employer.