Loss Mitigation Single Point Of Contact

Location: Remote (Must reside in the Pacific or Mountain Time Zone) Schedule: Monday-Friday, 8:30 AM - 5:00 PM PT Contract Length: Through March with potential for extension and/or conversion based on business needs Position Overview We are seeking an experienced Loss Mitigation Specialist to serve as the Single Point of Contact (SPOC) between Guild Mortgage and borrowers experiencing financial hardship.

This role is highly customer service-focused and requires extensive phone interaction with borrowers while guiding them through loss mitigation and foreclosure-related processes. The ideal candidate will have a strong background in mortgage servicing, loss mitigation, and customer-facing phone support, along with the ability to explain complex mortgage concepts in a clear and compassionate manner.

Key Responsibilities Serve as the primary liaison between Guild Mortgage and borrowers throughout the loss mitigation process. Guide customers through loss mitigation, foreclosure prevention, and loan workout programs. Review, explain, and communicate loss mitigation terms, loan modification documents, trial payment plans, and foreclosure-related documentation. Determine documentation requirements and communicate missing documentation needs to borrowers.

Explain notarization requirements and other documentation requirements related to loan workout programs. Conduct follow-up calls to obtain required borrower information and documentation. Communicate approval, denial, and conditional decisions related to loss mitigation evaluations. Monitor assigned loan inventory to ensure timely processing and resolution of cases. Educate borrowers on available retention options for FNMA, FHLMC, FHA, VA, and USDA loans.

Collaborate with internal servicing and default teams to prevent dual tracking and ensure compliance. Maintain accurate records and documentation within servicing systems. Participate in quality assurance and call quality programs to support continuous improvement efforts. Provide empathetic and professional customer service to borrowers experiencing financial hardship. Required Qualifications Top 3 Must-Have Skills Strong phone-based customer service experience with the ability to build rapport and effectively manage borrower conversations.

Knowledge of mortgage servicing and loss mitigation terminology , including the ability to explain mortgage-related concepts to borrowers. 3-5 years of mortgage servicing experience with significant customer-facing phone experience. Additional Required Qualifications Experience serving in a customer-facing mortgage servicing, loss mitigation, collections, or call center environment. Strong understanding of conventional and government mortgage loan programs.

Ability to review and explain loan workout and foreclosure-related documentation. Experience gathering documentation and asking effective probing and follow-up questions. Strong verbal and written communication skills. Ability to work independently following training and onboarding. Strong organizational skills with the ability to manage a high-volume workload. Proficiency in Microsoft Word, Excel, Outlook, and data entry systems.

Ability to work in a fast-paced, metrics-driven environment. Preferred Qualifications Previous Loss Mitigation experience. Mortgage Call Center experience. Late-Stage Collections experience. Working knowledge of: CFPB FCRA TCPA FDCPA Federal Debt Collection Laws Bankruptcy regulations impacting mortgage servicing Experience with FNMA, FHLMC, FHA, VA, and USDA loan programs. Familiarity with mortgage servicing platforms and document retention systems.

10-key proficiency by touch. Desired Soft Skills Strong communication and active listening abilities. Ability to ask probing questions and gather complete borrower information. Empathy and professionalism when working with financially distressed customers. Critical thinking and sound decision-making skills. Coachability and willingness to learn. Strong attention to det