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The Loss Mitigation Specialist will serve as the Single Point of Contact (SPOC) for Freedom’s customers that are in a 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 waterfall. 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.


  • Act as single point of contact for consumers in all stages of 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 and enthusiastic manner by providing an exceptional level of customer service.
  • Determine borrower 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.
  • Effectively manage work queues, keeping them up to date and appropriately documenting in the systems of record all consumer contact, requests for activity from other business units and next steps in loss litigation or foreclosure processes.  
  • Receive incoming calls and/or conduct outbound call campaigns to secure commitments for outstanding packages, pending conditions, status of their review, payments, post modification, and respond to customer inquiries or general loan servicing questions.
  • Ensure that Loss Mitigation Underwriting, Single 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.
  • 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.

Other Related Duties:

May include helping in a call center capacity in one of the following functions:  customer service, collections, and Loss mitigation and/or other duties assigned.


To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.