Modification Single Point of Contact

Requisition ID
US-TX-Fort Worth
Position Type
Mortgage Operations & Servicing
Associate's Degree
Years of Experience


The Home Retention Specialist II’s primary responsibility is to serve as the customer’s single point of contact (SPOC) for investor, state, and company modification foreclosure alternative programs and initiatives, in addition to mitigating losses and ensuring program compliance.  The specialist II will oversee home retention exceptions, assist the department with escalations, and may assist with the “on-the-job” training process.

Job Description

  • Receive inbound calls through a queue to assist customers with inquiries regarding their package, outstanding conditions, status on their review, trial plan, post modification or general loan servicing questions
  • Conduct outbound call campaigns to secure commitments for outstanding packages, missing conditions, payments, and respond to customer inquiries
  • Manage email and fax communications from customers and authorized third parties to ensure items are acknowledged and addressed in a timely manner
  • Update customer financial information to initiate foreclosure alternative programs, provide results and next steps based off the recommendation received
  • Participate in specialized campaigns to support loss mitigation initiatives and investor, state or company specific focuses
  • Manage medium loss mitigation process improvement or new projects
  • Oversight of home retention exceptions to ensure remediation is completed timely
  • May assist with the “on-the-job” training process, conduct home retention training sessions, assess new hires, identify
  • additional training needed, report training progress and completion to management, and maintain training materials
  • Assist with department escalations to ensure they are resolved completely and timely
  • Interface and coordinate with other departments, including home retention, property resolution, foreclosure, bankruptcy, litigation, customer service, and collections
  • Accountable for performing all duties in accordance with company policies and procedures and state and federal laws
  • Perform other related duties as required and assigned
  • Demonstrate behaviors which are aligned with the organization’s desired culture and values

Ideal Candidate will have the following:

  • Minimum 3 years default servicing experience
  • Spanish speaking highly desired
  • Thorough knowledge of investor specific foreclosure alternative programs, loan servicing, foreclosure, and bankruptcy
  • Proficient with CFPB, FDCPA and ECOA regulations.
  • Excellent internal and external customer service skills, including professional telephone manner and ability to write clear and concise business correspondence
  • Strong negotiation skills with the ability to resolve conflict and issues effectively
  • Solid time management skills, including the ability to multi task and prioritize work assignments to adhere to timelines
  • Ability to identify, analyze and problem solve pending foreclosure situations
  • Skilled at making decisions independently within set policies and procedures
  • Excellent computer skills, including proficiency in Microsoft Excel, Word
  • Ability to work a flexible shift and overtime when required

Years of Experience:



Associate's Degree


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