Client Account Resolution Specialist

Position Overview

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. 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.

In this role, you'll be responsible for assisting clients who are past due on their mortgage or at risk of default. You will evaluate their financial profile and provide educational loss mitigation solutions – from home retention to liquidation options – as mandated by investor and insurer guidelines. You will serve as the liaison between the client and various internal teams including escrow, foreclosure, bankruptcy, cash, underwriting, and other operations departments.

Key Responsibilities

• Assist clients who are past due or in danger of falling past due in a high-paced call center environment.
• Work various shifts (10am-7pm, 12pm-9pm) as available.
• Proactively reach out to clients via outbound phone calls.
• Perform financial interviews to understand client hardships, reasons for default, and changes in circumstances affecting mortgage transactions.
• Assist clients with a variety of foreclosure prevention options.
• Accurately accept and process payment transactions via the servicing platform.
• Educate clients on all available payment options.
• Ensure compliance with all applicable Federal, State, and Local mortgage laws and regulations, includingCFPBandFDCPAguidelines.
• Work to meet tight deadlines and comply with investor guidelines.
• Operate in a fast-paced environment to meet Service Level Agreements with investors.
• Review delinquent client accounts to resolve complex payment issues, including overdue payments and fees.
• Maintain deep knowledge of loss mitigation solutions to provide tailored short-term or long-term assistance.
• Act as the liaison between clients and internal teams including bankruptcy, escrow, foreclosure, cash, underwriting, and other operations.
• Examine deeds, deeds of trust, liens, and judgments to aid clients with loss mitigation.
• Communicate available loss mitigation options to help clients avoid foreclosure.
• Serve as the subject matter expert for clients in bankruptcy.
• Resolve exceptions to the standard loss mitigation process.
• Utilize available resources, including Pathfinder, to find solutions for clients.
• Identify escalated client situations and complaints and determine next steps for resolution.
• De-escalate clients by actively listening, influencing, and persuading.

Required Qualifications

• 1 year of mortgage servicing experience.
• Direct experience with one or more 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 tools as mortgage servicing platforms (also DUDE and LUNA).
• Strong communication, client service, and time management skills.
• Strong understanding of mortgage industry and product knowledge.
• Ability to work confidently and effectively with internal and external clients.
• Willingness to accept and immediately implement coaching, feedback, and training.
• Ability to think critically through complex situations.
• Strong knowledge of loss mitigation.
• Strong attention to detail and research skills for complex client situations.
• Strong sales skills.
• Maintain consistent and responsible attendance for business continuity.
• Ability to influence and persuade clients facing extreme financial hardships.
• Strong de-escalation skills.
• Working knowledge of bankruptcy laws.
• Strong competitive mindset.

Benefits & Perks

Our team members fuel our strategy, innovation, and growth, ensuring the well-being of not just you but your family, too! We go above and beyond to provide the support you need on an individual level. We are proud to offer eligible team members a comprehensive range ofBenefits & Perksthat offer peace of mind and promote a healthy work-life balance.