Loss Mitigation Intake Coordinator

Position Summary

The Loss Mitigation Intake Coordinator plays an important role in the organization by performing a number of administrative tasks directly related to the company's Loss Mitigation functions. The role is primarily responsible for managing the initial intake process for customers seeking loss mitigation assistance. This role involves gathering and reviewing financial documents, supporting documentation, and written or verbal applications in assessing customer eligibility for various loss mitigation programs and determining application completion for customers in financial distress. The coordinator conducts timely, accurate, and compliant reviews of files by investor guidelines and National Servicing Standards. The coordinator will work closely with the Loss Mitigation team and support the more experienced staff in various duties to ensure a smooth and efficient process for the department as well as for customers.

Compensation

This role is a non-exempt position with a Targeted Salary Range of $19/hr to $26/hr.

Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.

Essential Functions

• Request and gather supporting documentation to create complete loan workout packages within required timeframes, ensuring compliance with investor, insurer, state, federal, and CFPB guidelines.

• Enter and upload documents to the BLITZ/AIQ document repository.

• Follow up on outstanding issues to ensure the decision process is completed on time and in accordance with regulations and guidelines.

• Provide exceptional customer service by promptly responding to inquiries, professionally addressing concerns, and guiding customers through the loss mitigation process.

• Provide accurate and complete information to resolve issues and follow up on any outstanding issues or commitments promptly.

• Work closely with the Loss Mitigation team to ensure a seamless and efficient process for customers.

• Maintain accurate and up-to-date records of customer interactions and documentation.

• Ensure compliance with CFPB regulations for customer loss mitigation applications and prevent foreclosure processes while a customer is being evaluated for loss mitigation options.

• Communicate effectively with the management team and escalate issues as needed.

• Stay current on industry regulations and recommend updates to internal policies, procedures, and systems based on new or changed requirements.

• Front desk duties such as assisting with monthly bulk mailings and specialized mailing campaigns.

• Follow Guild’s information security policies.

• Participate in activities and projects designed to improve business performance.

• Communicate effectively with the management team and escalate issues as needed.

• Stay current on industry regulations and recommend updates to internal policies, procedures, and systems based on new or changed requirements.

• Properly update any internal tracking.

• Perform other duties as assigned.

Qualifications

• High school diploma, or equivalent required. Degree in finance, business, or related is preferred.

• Minimum one year experience in Loss Mitigation, mortgage servicing or related field.

• Ability to work well independently or within a team.

• Must be able to handle confidential matters with discretion.

• Analytical skills, strong problem-solving skills, and accurate data entry.

• Excellent verbal and written communication skills

• Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.

• Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.

• Commitment to company

• Customer Service - Proactive attention to each person

• Integrity - Do and say what's right

• Respect - Treat others with dignity

• Collaboration - Listen and work together

• Learning - Seek knowledge and strive for improvement

• Excellence – Deliver the unexpected

Supervision

• Job Scope: Responsible for understanding the department/functional area objectives and goals and how own job contributes to achievement of these goals; may recommend changes and enhancements based on analysis and evaluation of circumstances

• Complexity: General precedents may exist for most problems; conducts research/analysis to identify the appropriate approach; works with others to confirm findings

• Impact: Decisions and actions impact primarily workflow, processes and timeframes

• Interaction/Supervision: Work is monitored under general supervision of supervisor and by following established, specific procedures described by supervisor; May act as a guide to less experienced staff in similar role and/or student employees; generally does not have formal responsibility for overseeing others.

Requirements

• Physical: Work is primarily sedentary; occasionally walks and/or stands.

• Manual Dexterity: Ability to operate standard office equipment and keyboards

• Audio/Visual: Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.

• Environmental: Office environment – no substantial exposure to adverse environmental conditions.

• Travel: 5% or less

• Mental: Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow. Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner. Ability to communicate with visitors, ability to complete tasks in situations that have a speed or productivity quota.

• Schedules: Work is primarily performed during the business week, Monday - Friday

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer

REQ#: LOSSM018575