Senior Loan Counselor
Hybrid · Jacksonville, Florida, United States
Job Summary
Senior Loan Counselor responsible for collecting on delinquent loans (30 days past due or more), counseling borrowers on loss mitigation options, and maintaining compliant communications with borrowers and investor/insurer guidelines. Responsibilities include initiating proactive outreach to delinquent borrowers, negotiating and restructuring repayment plans, ensuring adherence to federal/state/investor requirements, collaborating with investor representatives and internal/external partners, educating borrowers on consequences of delinquency, assisting in completing financial packages, maintaining accurate servicing records, processing payment drafts, skip tracing for updated contact information, generating and acting on quality control reports, and providing backup support during high-volume periods. The role involves outbound/inbound calls, and may involve work in an indoor office and/or a private home office as discretion allows, with a hybrid work arrangement.
Required Qualifications
- High school diploma (or equivalent) required
- Knowledge of investor and insurer guidelines (Fannie Mae, Freddie Mac, FHLB, FHA/HUD, VA, USDA) preferred
- Experience with call center systems and auto dialers advantageous
- Experience with ICE Mortgage Technology MSP platform required
- Proficiency with Windows OS and Microsoft Office
- Ability to maintain accurate servicing system records
- Strong communication and negotiation skills
- Ability to manage and prioritize tasks efficiently
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