Location:
4910 Tiedeman Road - Brooklyn, Ohio 44144Location: Hybrid – Brooklyn OH requiring 2 days per week in-office
Hours: Monday – Thursday between 8am & 7pm ET & Friday between 8am & 5pm ET
Position Overview
This role is a dedicated single point of contact (SPOC) for clients seeking hardship assistance on non-real estate loans and lines of credit, guiding them through available solutions and ensuring exceptional service.
Role & Responsibilities
- Initiate outbound calls and answer inbound inquiries to assess borrower situations, intentions, and financial capacities
- Identify appropriate loss mitigation options and provide guidance to borrowers on possible solutions
- Collect and review documentation for workout evaluations and assist with payment arrangements while assessing loss mitigation
- Review loss mitigation applications and coordinate with analysts for further evaluation
- Maintain accurate records and document all actions and communications
- Act as a subject matter expert (SME) in non-real estate secured and unsecured loss mitigation
- Mentor, train new hires, and assist with training sessions and materials
- Monitor trial payments, oversee exceptions, and manage medium-range process improvements or new projects
- Work with Legal and Compliance to gather information for executive client resolutions and handle escalated client calls or peer issues
- Ensure compliance with all federal, state, and investor requirements, as well as CFPB Servicing Guidelines
Required Experience & Qualifications
- High school diploma or equivalent
- Experience in handling high volume customer service inbound and outbound calling
- Strong organizational, analytical, interpersonal, and written/verbal communication skills
- Proficiency with MS Office 365
- Ability to multitask, work independently, and handle pressure with professionalism and tact
- Familiarity with consumer non-real estate loan products and industry terminology
- Strong business writing and math skills
Preferred Experience & Qualifications
- Experience in non-real estate collections, default management,
- Bilingual in English and Spanish
- Bachelor’s degree in a relevant field
COMPENSATION AND BENEFITS
This position is eligible to earn a base hourly rate in the range of $24 to $26 per hour depending on location and job-related factors such as level of experience.
Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing [email protected].
