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Customer Outreach Advocate II

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Description

SUMMARY:

The Customer Outreach Specialist II 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.

JOB DUTIES AND RESPONSIBILITIES:

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.

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.

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.

Provide reporting around workout success rate on all meetings.  Provide delinquency trending by loan type and event type. Analyze financial documents against investor/insurer requirements for application; effectively communicate requirements and assist customer in compiling a complete application.

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 Single Point of Contact Agent (SPOC) to process payments or disclose approval terms when appropriate.

Ensure that Loss Mitigation Underwriting, SPOCSingle Point of Contact are operating in full compliance with investor, agency/insurer, FHA, VA and private mortgage insurance provider guidelines and results in no monetary losses from non-compliance.

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.

Ability to effectively communicate process gaps or errors with internal business partners, adequately expressing the impact to the customer and the organization.

Participate in developing marketing strategies for virtual or in-person outreach events in coordination with non-profit partners, Housing Counseling Agencies and other industry partners as appropriate.  The marketing strategy will include determining delinquent loan population via reporting, coordination of marketing for the event (direct mail, e-mail, dialer campaign, direct Message in Account Connect, etc) and coordinating adequate staffing for the appointments for the event.  May also include coordinating travel for the events when required.

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





QUALIFICATIONS:

High School diploma/GED required; Bachelor's degree preferred.
2-4 years related experience required, 5-8 years preferred.
NMLS and Safe License prefered

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

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.

Travel up to 30% is required, including overnights.  This requirement is on hold for now (in 2020) but may resume in the future.  Candidate should be able to travel when the necessity arises.