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Customer Outreach Advocate

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Description

The Borrower Outreach Advocate I will serve as the designated representative for Freedom’s customers that are in a loan default or potential loan default situation to find resolution to preserving home ownership or to identify liquidation options when home retention is not appropriate. The Specialist must be knowledgeable FHA, VA, USDA, FNMA, FHLMC loss mitigation options and waterfalls. Must Effectively demonstrate a professional level of competency in all stages of loss mitigation and foreclosure processes and requirements for all states, while adhering to all state and federal guidelines.  The specialist will conduct financial interviews and analysis both by phone, online and in person when applicable. This role will not typically involve travel, but the Customer Outreach Advocate I may be asked to travel on occasion as necessary to support in-person events.

Act as a point of contact for customers in all stages of loan servicing including imminent default, default, loss mitigation and post-loss mitigation or foreclosure process on residential or real property loans of all types, in all stages of loss mitigation and foreclosure processes and requirements for all states.

Represents the company in a professional, calm and helpful manner by providing an exceptional level of customer service to the customer as well as external business partners alike.

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 detailed records of loans in Excel or Access Database.  This requires proficiency in both systems, keen attention to detail and the ability to provide reporting and summaries to Senior Leadership on caseload, specific loan populations, etc.

Maintain detailed records of loans in Excel or Access Database.  This requires proficiency in both systems, keen attention to detail and the ability to provide reporting and summaries to Senior Leadership on caseload, specific loan populations, etc.

Effectively manage workload, keeping up- to- date and appropriately documenting in the systems of record all consumer contact, requests for activity from other business units and steps taken on the loan.

Analyze financial documents against investor/insurer requirements for application; effectively communicate requirements and assist customer in compiling a complete application.

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 requirement, including knowledge of related bankruptcy laws. Requires an in-depth understanding of CPFB guidelines regarding loan servicing.

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 with customers.

Provide gap analysis and routinely make suggestions for process improvement.

Complete outbound calls as necessary to solicit appointments for virtual or in-person outreach meetings, contact customers regarding rescheduling appointments or other misc matters.

QUALIFICATIONS:

Education:
HS Grad/GED required; 

Experience:
2- 4 years experience Mortgage servicing required.

Travel up to 10%, not routine but as department needs dictate.

Adhere to corporate travel policy including not exceeding the per diem for food, adhering timeframe required to book travel and avoiding unnecesary expendetures.

Complete HUD Face to Face meetings virtually as well as attend WA Meet & Confer conferences telephically as well as coordinate outside counsel representation for same. 

Other duties as assigned.

NMLS and SAFE license
Microsoft Office Skills - Intermediate 
Basic Sharepoint
Advanced Telephony experience
Ability to connect with people in distress and maintain composure.