Account Resolution Associate - 10am-7pm

The Rock Family of Companies is made up of nearly 100 separate businesses spanning fintech, sports, entertainment, real estate, startups and more. We’re united by our culture – a drive to find a better way that fuels our commitment to our clients, our community and our team members. We believe in and build inclusive workplaces, where every voice is heard and diverse perspectives are welcomed. Working for a company in the Family is about more than just a job – it’s about having the opportunity to become the best version of yourself.

As an Account Resolution Associate, you’ll be responsible for assisting clients that are past due on their mortgage or in danger of falling behind on their mortgage, working directly with clients to evaluate their financial profile and provide educational loss mitigation solutions ranging from home retention to liquidation options as mandated by investor and insurer guidelines.  You’ll act as the liaison between the client and internal teams including escrow, foreclosure, bankruptcy, cash, underwriting and other operations teams within Servicing as necessary.

About the Role

• Assist clients who are past due or in danger of falling past due in a high paced call center environment
• Proactively reach out to clients via outbound phone calls
• Perform financial interviews to understand client’s hardships, reason for default and change of circumstances that may impact timely mortgage transactions
• Assist clients with a variety of options for foreclosure prevention
• Accurately accept and process payment transactions via the servicing platform
• Educate clients on all options available to make payments
• Ensure compliance with all applicable Federal, State, and Local mortgage laws, regulations, investor, and insurer requirements including Consumer Financial Protection Bureau (CFPB) and Fair Debt Collection Practices Act (FDCPA) guidelines
• Work on tight deadlines to ensure compliance is met with investor guidelines
• Work in fast-paced environment to ensure Service Level Agreements with investors are met
• Review delinquent clients to solve complex payment issues, including the collection of overdue payments and fees
• Be knowledgeable of all loss mitigation solutions and have deep understanding of a client’s financial profile to provide the best short-term or long-term solutions
• Liaison between client and internal teams within Servicing including bankruptcy, escrow, foreclosure, cash team, underwriting and other operation teams as necessary
• Examine deeds, deeds of trust, liens, judgments to assist client with loss mitigation
• Communicate loss mitigation options with clients to avoid foreclosure
• Serve as the subject matter experts for clients in bankruptcy
• Resolve complex and complicated exceptions to the standard loss mitigation process
• Find solutions for clients using available resources including Pathfinder
• Identify escalated client situations and/or complaints and determine next steps for resolution
• De-escalate clients by utilizing call skills such has actively listening, influencing, and persuasion
• Work 10am-7pm

About You

Minimum Qualifications:

• 1 year of mortgage servicing experience
• Direct experience with one or more of the following portfolio types: FNMA, conventional, FHA, VA and/or non-conventional
• Knowledge of mortgage servicing platforms

Preferred Qualifications:

• Works well under pressure meeting multiple and sometimes conflicting deadlines
• Demonstrated ability to collaborate and work well with others
• Proficient knowledge of Director and Customer Service tool as a mortgage servicing platform (also DUDE, and LUNA)
• Strong communication, client service and time management skills
• Strong understanding of mortgage industry/product knowledge
• Ability to work confidently and effectively with internal and external clients
• Ability to accept and immediately implement all coaching, feedback, and training
• Ability to think critically through complex situations
• Strong knowledge of loss mitigation
• Strong attention to detail to research complex client situations
• Strong sales skills
• Maintain consistent and responsible attendance required for business continuity
• Ability to influence and persuade clients going through extreme financial hardships
• Strong de-escalation skills
• Working knowledge of bankruptcy laws
• Strong competitive mindset

What You’ll Get

Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and off