Maintain and manage loans in loss mitigation as part of the SPOC team
Answer inbound calls; return voicemail, handle escalations, and all other requests within 24 hours of receipt
Generate outbound phone calls; when contact is made determine reasons for nonpayment and negotiate payment arrangements
Explain Loss Mitigation and available options
Accept payments/organize repayment plans
Participate in Campaign calls and documentation collection-calling campaigns
Learn the process of FNMA, FHLMC, FHA, VA, GNMA, and private investors
Interact with clients and internal departments to address/resolve open items
Interact with Supervisor and Team Lead to ensure best practices are followed and issues are promptly communicated
Obtain/evaluate information to handle inquiries and complaints promptly and correctly
Maintain client/customer focus at all times by taking ownership of inquiries and proactively following through to resolution
Serve as a point of contact for active-duty military with SCRA protection
Explain the different processes in the collection, loss mitigation, and foreclosure process
Review loans on MSP, LPS-PM, and AMS to explain to homeowner where they are in the process
Direct phone calls to the appropriate party when they are beyond the scope of business
Participate in continuing education via corporate training courses and online training
All other duties as assigned.

High School Diploma or equivalent required.
2-4 years of experience in mortgage servicing or an equivalent combination of education/experience required
Proficient in Microsoft Office products (e.g., Word, Excel, Outlook)
Knowledge of Fair Debt Collection Protection Act
Excellent written and verbal communication skills
Ability to learn rules, regulations, and laws to meet state, investor, client, and insurer guidelines
Strong analytical and problem-solving skills
Ability to use a dialer system to make/receive phone calls
Ability to adapt to frequently changing processes and procedures
Demonstrated ability to provide attention to detail and concern for accuracy/consistency in results
Ability to work independently and as part of a team
Ability to multitask and work in a fast-paced environment.

Optional medical, dental, vision, life, and disability insurance
Paid holidays, vacation, and sick leave
Fidelity National Financial matching 401(k) and employee stock purchase plans
Access to mental health resources, including free Calm memberships
Discounts on gym memberships, pet insurance, and employee purchasing programs
Tuition reimbursement program that supports continued education and professional growth.

Collections Single Point of Contact, 11AM-8PM EST Shift

Key skills