Loss Mitigation Single Point Of Contact – Bilingual Spanish: Remote

Loss Mitigation Single Point of Contact – Bilingual Spanish: RemoteWork From Home United StatesThe Loss Mitigation Single Point of Contact (SPOC) serves as a main point of contact for borrowers facing a financial hardship and requesting loss mitigation assistance by offering support and guidance during the loss mitigation review process.
All functions must be completed within the production and quality standards. Role requires utilization and understanding of multiple servicing systems, applications and reporting. Role requires accuracy and attention to detail, strong organization skills, independent problem solving ability and excellent communication skills.Pay Range: Local Minimum Wage - $18.62 - $24.00

• Maintain and practice sound judgment in all aspects of role
• Communicate directly with the borrower to explain loss mitigation options, how to apply for assistance, and provide status updates during the review period.
• Maintain knowledge of regulatory and investor/insurer requirements and timeframes that may impact default servicing operations.
• Understand key performance and risk indicators in the Loss Mitigation Process, and how individual role contributes to meeting or exceeding these goals;
• Coordinate the receipt of all necessary documents and notify the borrower of any required documents necessary to complete the application
• Timely respond to borrower requests and/or messages
• Properly document all borrower communications in Flagstar Bank’s system of record
• Obtain and evaluate all relevant information to handle inquiries and complaints correctly and in a timely manner

• Reinforces culture of shared ownership and accountability for results.
• Perform additional responsibilities as assigned by manager
• Collaborating with other default servicing teams, and other internal teams, to assist in the continued development of a best in class default servicing oversight operation.

• Ability to work independently with limited supervision.
• At least 1 to 3 years of default mortgage financial services experience, preferred in Loss Mitigation
• Expert Spanish language skills
• Willingness to work in a team environment
• Understanding of MS Office Suite with intermediate technical and computer skills. Specifically an ability with Microsoft Excel
• Ability to handle high production volume and answer customer questions in a timely manner.
• Ability to look for ways to improve and promote quality.
• Exceptional analytical and problem solving skills with an ability to think quickly under pressure.
• Excellent verbal and written communication skills, as well as strong listening skills
• Self-Driven, Personally Accountable Personality
• HS Diploma, GED or Foreign Equivalent
• Confident and efficient work approach with a customer focus
• Ability to navigate quickly within various computer programs.
• Ability to work varying shifts including evenings and weekends.