Mortgage Customer Outreach Specialist

Job Family:

Investigator

Travel Required:

None

Clearance Required:

None

What You Will Do:

Guidehouse is interested in independent individuals seeking project-based work as a Mortgage Customer Outreach Specialist. We have teamed up with MBO Partners to provide contractors to our client. This opportunity offers exciting opportunities for people with the right skillsets looking to gain employment with our rapidly growing firm.

This position is responsible for collecting on delinquent mortgage loans by calling borrowers who are in early stages of default (60 or less days delinquent).  This role will require taking inbound and making outbound calls in a call center environment.

• Initiate contact with consumers in the earliest stages of default on their mortgage loans in an effort to collect past due payments, while maintaining compliance with all state and federal laws and regulations applicable to consumer collection activity.

• Collect consumer financial information, assess consumer’s ability to repay their delinquency, identify appropriate solutions and arrange repayment plans as necessary.

• Handle inbound calls from various internal departments and consumers concerning all mortgage loan products in the early stages of delinquency.

• Communicate all applicable state-specific call compliance requirements on both inbound and outbound calls received/made.

• Identify suspect situations (e.g., fraud, lack of insurance) and investigate exposure, escalating issues to management along with recommendation of appropriate course of action.

• Identify and resolve problematic account situations where appropriate, referring more complex problems to the supervisor. 

• Understand the workflow necessary for account maintenance/corrections.

• Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.

• Maintain Client internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.

• Promote an environment that supports diversity and reflects the Bank’s brand.

• Complete other related duties as assigned.

What You Will Need:

• A combined 2 years’ higher education and/or relevant work experience.

• Ability to communicate effectively and professionally over the phone.

• Excellent communication and customer service skills.

• Proficiency with word processing and spreadsheet software.

What Would Be Nice To Have:

• Associate’s degree

• Collections experience.

• Knowledge of Genesys and Director systems.

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance

• Personal and Family Sick Time & Company Paid Holidays

• Position may be eligible for a discretionary variable incentive bonus

• Parental Leave

• 401(k) Retirement Plan

• Basic Life & Supplemental Life

• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts

• Short-Term & Long-Term Disability

• Tuition Reimbursement, Personal Development & Learning Opportunities

• Skills Development & Certifications

• Employee Referral Program

• Corporate Sponsored Events & Community Outreach

• Emergency Back-Up Childcare Program

About Guidehouse

Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at [email protected]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or [email protected].  Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse.  Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.

If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact [email protected]. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.