Job Description: ClassificationFull-time, Non-Exempt, Hourly + Quarterly Bonus
Remote: NoTypical hours of work: 10:00 AM – 6:00 PM; Monday -Friday
Reports toVice President of Mortgage Servicing
Job Summary/Objective:
The Homeowner Solution Specialist manages delinquent mortgage accounts and works with homeowners to identify sustainable repayment solutions. The role reviews delinquency reports and payment histories, conducts telephone and written outreach, establishes payment arrangements, and recommends legal escalation when necessary to reduce loan losses and organizational risk. The Homeowner Solution Specialist monitors compliance with agreed-upon payment plans, communicates the importance of resolving past-due balances, and maintains accurate records of all outreach and account activity. The role also reviews account status and aging reports and recommends next steps when repayment efforts are unsuccessful.
Duties/Responsibilities:- Assess homeowner financial circumstances and identify barriers to repayment, referring homeowners to available assistance programs and resources when appropriate.
- Research and verify homeowner contact information to support effective outreach and communication efforts.
- Initiate homeowner outreach at established delinquency milestones (e.g., 30, 60, and 90 days past due) to assess circumstances, discuss available repayment options, and encourage successful loan resolution.
- Monitor accounts at key delinquency milestones (e.g. 30, 60, 90-day delinquency)
- Evaluate financial circumstances and recommend repayment solutions.
- Coordinate loss mitigation activities including but not limited to re-payment plan eligibility, implementation, and follow through when appropriate.
- Recommend escalation of unresolved accounts for foreclosure prevention review, legal review, in accordance with servicing policies and procedures.
- Review delinquency reports, payment histories, and relevant account records to determine the appropriate next action, including phone calls, emails, written notices, field outreach, or legal remedies.
- Build productive relationships with homeowners and guide them through the repayment process by maintaining consistent contact and encouraging timely payments.
- Evaluate proposed payment schedules, communicate the urgency of resolving delinquent balances professionally and courteously, and monitor payment arrangements through completion. Provide reminders and updates regarding next steps, including potential legal proceedings, when appropriate.
- Review payment and account-handling history, monitor monthly aging reports, and recommend referral to outside counsel when repayment efforts remain unsuccessful after the designated period.
- Track and accurately document homeowner outreach, repayment assistance efforts, account activity, and resolution outcomes.
Competencies:- Knowledge of mortgage servicing, loss mitigation, consumer communication, privacy, and foreclosure prevention requirements, including RESPA/Regulation X, applicable debt collection requirements, TCPA communication standards, record retention requirements, and homeowner outreach best practices
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Ability to function well in a high-paced and at times stressful environment.
- Proficient with Microsoft Office Suite or related software.
- Ability to work independently and in team environments.
- Enjoy working with a diverse client base.
- Ability to handle and defuse challenging situations with tact.
- Maintain confidentiality of information.
- Willingness to learn and take on additional responsibilities with appropriate training and supervision.
Work Environment:
This role operates primarily in an office environment and may include occasional field visits and exposure to outdoor weather conditions. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Occasional evening or weekend work may be required.
Education, Experience and Attributes:
A minimum of a high school diploma or GED issued from an approved GED Administrator.
Minimum of one-year relevant experience.
Must possess and maintain a valid State of Florida Class E Driver's License.
Physical Demands:
Prolonged periods of sitting at a desk and working on a computer.
The position may occasionally require evening or weekend work.
Other DutiesPlease note this job description is designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job but is not limited to this.
Duties, responsibilities, and activities may change at any time with or without notice.
Habitat for Humanity Tampa Bay Gulfside (TBG) actively recruits, employs, trains, and compensates employees regardless of race, color, religion, sexual orientation, gender identity or expression, gender, national origin, age, disability, genetics, or veteran status. In addition to federal law requirements, Habitat TBG complies with applicable state and local laws governing nondiscrimination in employment in every location. This policy applies to all terms and conditions of employment, including workplace harassment.
