<p>Title: Loss Mitigation Analyst</p> <p>Department: Mortgage Loan Servicing</p> <p>Reports To: Assistant Vice President, Loss Mitigation</p> <p>Supervises: N/A</p> <p>Job Classification: Non-Exempt, Full-time</p> <p>HOPE Overview</p> <p>HOPE (Hope Enterprise Corporation, Hope Credit Union and Hope Policy Institute) provides financial services; leverages resources; and engages in advocacy that strengthens the financial health and wealth of people in under-resourced Deep South communities. Since 1994, these efforts have benefitted more than three million people in Alabama, Arkansas, Louisiana, Mississippi and Tennessee, and influenced billions in persistent poverty communities across the nation. Learn more at hopecu.org.</p> <p>Job Summary</p> <p>The Loss Mitigation Analyst focuses on managing mortgage loan servicing by reducing portfolio delinquency and ensuring high-quality service delivery. Responsibilities include assessing loss mitigation options, coordinating with sub-servicers, processing loan modifications, and monitoring foreclosure accounts to ensure compliance with policies and key performance indicators. The position also involves direct borrower communication, addressing inquiries, resolving account issues, and educating members on payment options. Additionally, collaboration with internal departments, maintaining accurate documentation, and participating in professional development are essential to ensuring efficiency and compliance in loan servicing.</p> <p>Responsibilities</p> <ul> <li>Contribute to the department's efforts in reducing overall portfolio delinquency while ensuring efficient handling and high-quality service delivery for mortgage loans. </li><li>Review and assess loss mitigation workout options, determining the most suitable solution for members in accordance with the Loss Mitigation Waterfall. </li><li>Coordinate with the sub-servicer to provide regular status updates on loss mitigation files. </li><li>Oversee the processing of loan modifications and deferrals, ensuring account adjustments are completed in a timely manner and in accordance with approval guidelines. </li><li>Conduct account audits to verify that all necessary steps have been completed before referral to foreclosure. </li><li>Monitor accounts in foreclosure to ensure files are being processed correctly and in a timely manner. </li><li>Ensure foreclosure referrals are processed in alignment with department key performance indicators. </li><li>Adhere to Loan Servicing quality control processes and maintain accurate file documentation. </li><li>Review and analyze servicing notes to ensure compliance with regulatory requirements and company policies. </li><li>Conduct outreach to members experiencing financial hardship, offering assistance to help prevent foreclosure. </li><li>Assist in reviewing and analyzing servicing delinquency reports, providing recommendations to improve performance metrics. </li><li>Collaborate with fiscal and other departments to ensure accuracy in default reporting. </li><li>Assist in resolving more complex servicing-related questions and requests. </li><li>Serve as a point of contact for borrowers regarding basic questions on their mortgage. </li><li>Respond to customer inquiries via phone, email, and written correspondence in a professional and timely manner. </li><li>Educate borrowers on payment options, due dates, and escrows. </li><li>Board Loans to sub-servicing vendor within established department KPI guidelines. </li><li>Handle escalated customer concerns with empathy and problem-solving skills. </li><li>Research and resolve payment discrepancies, misapplied payments, and account errors. </li><li>Work with internal departments and sub-servicing vendor to facilitate loan modifications, deferments, and other servicing requests. </li><li>Maintain accurate records of borrower interactions and account updates. </li><li>Participate in ongoing training and professional development opportunities. </li><li>Assist in special projects or additional tasks as assigned by management. </li><li>Ability to maintain calmness with a high demand of time-sensitive sound decisions. </li><li>Must be able to multi-task at times. </li><li>Other duties as assigned </li></ul> <p>Desired Qualifications</p> <ul> <li>Bachelor's Degree in relevant field; or equivalent combination of education and experience </li><li>9+ years Customer service experience in business environment </li><li>9+ years Mortgage experience </li></ul> <p>Key Competencies & Skills</p> <ul> <li>Organizational awareness </li><li>Results orientation </li><li>Strategic thinking and accountability </li><li>Quality orientation </li><li>Data gathering and analysis </li><li>Planning and organizing </li><li>Strong customer service skills </li><li>Analytical and problem-solving skills </li><li>Advanced knowledge of loan structure and underwriting skills </li><li>Microsoft Office Excel/Word and Outlook </li><li>Demonstrated ability to manage multiple projects in a fast-paced environment while maintaining appropriate attention to details </li><li>Excellent verbal and written communication skills </li><li>Advanced knowledge of mortgage documents </li><li>Self-motivated </li></ul> <p>Work Environment</p> <ul> <li>Employees spend the majority of time in an office environment, generally accessible to the public, customers, and potential customers </li><li>Noise level in the work environment is usually moderate </li><li>Travel is required a couple of times a year. </li></ul> <p>Comprehensive Benefits Package</p> <ul> <li>Paid Vacation and Sick Time </li><li>11 Paid Holidays </li><li>401(k) with Company Match </li><li>Medical, Dental, and Vision Benefits </li><li>Flexible Spending Account (FSA) </li><li>Disability Benefits </li><li>Life Insurance, Critical Illness, Accident </li><li>Employee Assistance Program (EAP) </li><li>Tuition Reimbursement, Professional Development </li></ul> <p>We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.</p>