Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Home Retention Outreach Specialist role.
Rezi rewrites your resume against New American Funding's job description. Free.
Tailor your resume to this Home Retention Outreach Specialist role.
Rezi rewrites your resume against New American Funding's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Home Retention Outreach Specialist posting at New American Funding — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Home Retention Outreach Specialist posting at New American Funding — free, in seconds.
About the Role
The Home Retention Outreach Specialist III is a front-line mortgage collections and borrower outreach role focused on early-stage delinquency. This position handles inbound and outbound borrower communications, emphasizing outbound dialing, payment collection, early intervention, and short-term home-retention solutions. The specialist works with borrowers to understand delinquency reasons, assess their ability and intent to pay, and identify appropriate next steps to resolve past-due mortgage payments and prevent further delinquency. Responsibilities include establishing payment arrangements, explaining assistance options, and referring borrowers for additional workout assistance.
Responsibilities
- Conduct outbound borrower outreach and handle inbound calls regarding delinquent mortgage accounts, focusing on early-stage delinquency and payment resolution.
- Review account and payment history, discuss past-due balances, and assess the reason for delinquency, expected hardship duration, and the borrower’s ability and intent to pay.
- Request payment and process or schedule borrower-authorized payments in accordance with company procedures and payment authorization requirements.
- Establish and document payment commitments and payment arrangements within approved authority, and clearly explain the terms and agreed next steps to borrowers.
- Educate borrowers on available payment-resolution and short-term home-retention options, including repayment arrangements.
- Identify borrowers who may need additional workout assistance, explain the next steps, and initiate the appropriate referral or escalation.
- Verify caller identity and authorization, provide required disclosures, and protect confidential borrower information.
- Accurately document borrower interactions, reasons for delinquency, payment commitments, assistance discussed, referrals, and agreed next steps in the servicing and collection systems.
- Complete assigned follow-up on payment commitments, borrower next steps, and referrals within established timeframes.
- Recognize borrower complaints, account concerns, and situations requiring specialized handling, and escalate them through the appropriate process.
- Meet established productivity, call quality, attendance, schedule adherence, and performance expectations in a fast-paced call-center environment.
- Comply with company policies, investor and insurer requirements, and applicable federal and state laws and regulations, including mortgage-servicing requirements and the Fair Debt Collection Practices Act (FDCPA).
- Support other assigned delinquency-related calls and queues as needed, consistent with training and approved responsibilities.
Requirements
- Bilingual (English/Spanish) Required
- Knowledge of MSP, with at least (1) years recent experience working with MSP
- Knowledge of commonly used terminology, concepts, and practices and procedures within the mortgage industry
- Ability to work a schedule that includes some Saturdays
- Ability to work under pressure and stress and respond to inquiries with tact, diplomacy and patience
- Excellent verbal and written communication and listening skills
- Good business writing skills
- Good business math skills
- Analytical and organized
- Strong PC skills. Must be proficient in MS Windows, MS Outlook, MS Office Suite
- Must be able to pass background investigation
- Demonstrated ability to achieve goals
- Must be able to verify identity and employment eligibility to work in the U.S.
Skills
- MSP
- MS Windows
- MS Outlook
- MS Office Suite
Location
- Onsite if located within 30 miles of Austin,TX or Santa Ana, CA site locations
- US Remote if located outside of 30 miles of Austin, TX or Santa Ana, CA site locations
Work Type
- Onsite
- Remote
- Full-time
Experience Level
- 1+ years' experience in a mortgage default servicing
- Mortgage loss mitigation or workout experience preferred
Education Level
- High school diploma or equivalent required
- Bachelor's degree preferred
Salary/Compensations
- $20 - $24/hr.
- quarterly bonus
- shift differential
- bilingual differential
- award programs
About the Company
- New American Funding recruiters may contact candidates through LinkedIn, phone, text message, or email.
- Official email communications will come from an address ending in @nafinc.com.
- We will only request sensitive personal information through our secure application and onboarding systems – not through email, social media, text message, or instant messaging.
- New American Funding will never request payment from candidates at any stage of the recruiting process.
Equal Opportunity
- EOE/M/F/D/V.
- Drug-free workplace.