Mortgage Customer Services Specialist

Job description

Mortgage Customer Services Specialist Richmond, VA (100% onsite) Long-term Contract-to-hire Schedule: - 1st–16th of each month: 9:30 a.m. – 6:00 p.m. - 17th–end of month: 10:30 a.m. – 7:00 p.m. Last two weekends of each month: - Work 3:00 p.m. – 7:00 p.m. on the preceding Wednesday - Work 9:00 a.m. – 1:00 p.m. on Saturday Overview: Seeking a customer-focused specialist to collect payments on early-stage mortgage accounts (1–2 months past due), resolve issues, and set up repayment plans. This role also handles inbound loss mitigation calls and discusses available options with borrowers, ensuring accurate documentation in the MSP Servicing System and adherence to FHA/Client/Freddie Mac/VA/USDA default servicing guidelines. Responsibilities: - Make outbound and handle inbound calls to borrowers 30–60 days past due; collect payments and negotiate payment arrangements. - Take phone payments and set up structured repayment plans consistent with investor/insurer guidelines. - Handle inbound loss mitigation calls; explain options, gather information, and route/record as appropriate. - Assess borrower circumstances, identify root causes of delinquency, and work toward timely resolution. - D...