Loss Mitigation Specialist

**Job Overview** We are seeking experienced and detail-oriented professionals to join our team as a Single Point of Contact (SPOC) – Loss Mitigation. In this fully remote role, you will assist borrowers experiencing financial hardship by providing solutions, guidance, and support in a fast-paced, high-volume call center environment. **Duties** * Handle high-volume inbound and outbound calls related to mortgage delinquency and loss mitigation * Assist borrowers with multiple retention options, such as repayment plans, deferrals, loan modifications, and forbearances. * Analyze borrower financial information to determine appropriate solutions * Maintain accurate and detailed documentation of all interactions * Ensure compliance with investor guidelines (Fannie Mae, Freddie Mac, FHA, VA, USDA) * Resolve complex borrower concerns with professionalism and empathy * Collaborate with internal teams to ensure timely resolution of accounts **Experience** * Loss Mitigation or Collections experience in a call center environment * Experience handling high call volumes in a KPI-driven environment * Excellent communication and customer service skills * Strong problem-solving and negotiation abilities * Ability to manage multiple priorities in a fast-paced environment * High attention to detail and accuracy * Proficiency with Microsoft Office and servicing systems **Education** * High school diploma or equivalent required * Associate’s or Bachelor’s degree preferred **Work Environment & Requirements** * Fully remote position (equipment provided) * Quiet, private workspace free from distractions * Reliable high-speed internet (minimum 100 Mbps download / 25 Mbps upload) * Hardwired Ethernet connection required * Ability to remain fully engaged during scheduled shifts * Shifts 11-8 EST **What Success Looks Like** * Consistent attendance and adherence to schedule * Strong call quality and compliance scores * Effective borrower communication and resolution outcomes * Accurate documentation and system usage **Additional Information** This role requires individuals who can balance empathy with accountability, confidently manage difficult borrower conversations, and maintain professionalism while adhering to strict regulatory and performance standards. Pay: $17.00 per hour Benefits: * 401(k) * Dental insurance * Employee assistance program * Flexible spending account * Health insurance * Health savings account * Life insurance * Paid time off * Referral program * Vision insurance Education: * High school or equivalent (Required) Shift availability: * Day Shift (Preferred) * Night Shift (Preferred) Work Location: Remote