Summary:

The Specialist, Customer Outreach will assist Freedom's customers who are in a loan default or potential loan default situation. The goal is to find resolution to preserving home ownership or identify liquidation options when home retention is not appropriate. The Specialist must be knowledgeable in FHA, VA, USDA, FNMA, and FHLMC loss mitigation options and waterfalls. Must adhere to all state and federal guidelines and requirements and have knowledge of all stages of the loss mitigation/foreclosure process. This is a highly transactional role that focuses on excellent customer service.

Essential Job Functions:

• Make outbound calls both manually and through a dialer. Management team will provide loan lists or directions on nature of call campaign. Agent must adequately document call conversation, right party contact and ensure system scripting is adhered to.

• Assist with applications for assistance from state agencies, including but not limited to Hardest Hit Funds. Ensure the requests for participation/necessary forms are completed timely, documented in the system of record and imaged timely. Take necessary steps to insure loan is not accelerated while waiting on state funds.

• Receive incoming calls from state representatives and housing counselors and/or conduct outbound calls to review outstanding loss mitigation application requirements, status of their application review, etc. Connect with internal business partners to escalate issues as necessary.

• Represents the company in a professional, calm and helpful manner by providing an exceptional level of customer service as well as external business partners alike. This includes being ready/willing to attend Zoom meetings on camera with customers at any time.

• Provide clear direction and understanding to customers in times of financial crisis, natural disaster and personal despair.

• Determine customer’s ability to pay, obtain reason for delinquency and offer alternative solutions to resolve delinquency e.g., referral to Consumer Credit Counseling Services, due date changes, deferrals, short term repayment plans, as well as formal loss mitigation plans, modifications and liquidation option. Assist with package completion when appropriate.

• Maintain records of loans in Excel or Access Database. Provide reporting and summaries to Senior Leadership on caseload, specific loan populations, etc.

• Appropriately document in the systems of record, all consumer contact, requests for activity from other business units and steps taken on the loan.

• Check that financial documents meet investor/insurer requirements for application; effectively communicate requirements and assist customer in compiling a complete application

• Engage with outside counsel where state required pre-foreclosure mediation meetings are required. Ensure requests are processed timely and in accordance with local law.

• Attention to detail to identify errors with system documentation, modification, deferral, partial claim calculation errors, written correspondence and unnecessary requests for information based on program guidelines. Escalate matters professionally and timely to ensure resolution.

• Communicate process gaps or errors with internal business partners. Must alert direct manager so they can understand potential impacts to the customer and organization and take action to resolve.

• Conduct themselves in a manner that promotes diversity and inclusion and reflects Freedom Mortgage Corporation’s brand.

• Conduct Financial interviews by phone, or in person if applicable. Travel is not typically required but employee may be asked to support an in person event on occasion.

• May include helping in a call center or other capacity in one of the following functions: Customer Care, SPOC or Loss Mitigation.

• Must be able to work flexible hours when necessary. This includes longer than 8 hour days or alternate hours if evening/weekend meetings/travel is required.

• Maintain regular and punctual attendance.

Other Related Duties:

Performs other related duties as assigned.

Supervisory Responsibilities:

This position is an individual contributor with no direct reports.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Requires an in-depth knowledge of Fair Debt Collection Practices Act (FDCPA), as well as Fair Lending and Fair Housing Acts and any other related state or federal mortgage loan servicing requirements.

• Requires an in-depth understanding of CPFB guidelines regarding loan servicing.

• Adhere to corporate travel policy including not exceeding the per diem for food, adhering time-frame required to book travel and avoiding unnecessary expenditures.

• Intermediate Excel skills.

• Advanced Excel skills preferred.

Education and/or Experience:

• High School Graduate/GED required, Bachelor’s Degree, preferred

• Two (2) to four (4) years related work experience required.

Certificates, Licenses, Registrations:

NMLS and Safe License preferred

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. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Equal Employment Opportunity:

Freedom Mortgage is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. Freedom Mortgage Corporation may change the specific job duties with or without prior notice based on the needs of the organization.