Loss Mitigation Single Point of Contact II (Jacksonville, FL)
The Loss Mitigation Single Point of Contact (SPOC) II is a subject matter expert and 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.
Perform Functions of a SPOC II. Role requires the ability to perform multiple functions throughout the Loss Mitigation process under general supervision, including:
Responsible for resolving complex/complicated exceptions to the standard loss mitigation process
Communicate directly with the borrower to explain loss mitigation options, how to apply for assistance, and provide status updates during the review period.
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
Maintain knowledge of regulatory requirements and investor/insurer guidelines 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;
Maintain and practice sound judgment in all aspects of role
Reinforces culture of shared ownership and accountability for results.
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.
Perform additional responsibilities as assigned by manager.
Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.
HS Diploma, GED or Foreign Equivalent required
At least 5 years default mortgage financial services experience, required in Loss Mitigation
Self-Driven, Personally Accountable Personality
Understanding of MS Office Suite with intermediate technical and computer skills. Specifically an ability with Microsoft Excel
Ability to navigate quickly within various computer programs.
Excellent verbal and written communication skills, as well as strong listening skills
Exceptional analytical and problem solving skills with an ability to think quickly under pressure.
Ability to handle high production volume and answer customer questions in a timely manner.
Ability to look for ways to improve and promote quality.
Ability to work independently with limited supervision.
Ability to work varying shifts including evenings and weekends.
Willingness to work in a team environment
Confident and efficient work approach with a customer focus
Internal Use Only: Job Band J-Hourly