Home Preservation Spec 1

Home Preservation Spec 1

Responsible for providing single point of contact to borrowers whose loans are delinquent or at high risk for delinquency. Assist borrowers to find solutions to maintain home ownership, including HAMP, proprietary modifications, RPPs, etc. If retention options are not possible, discuss other solutions including short sales, deeds in lieu, etc.

Responsible for analyzing the customer's financial situation and making recommendations on loan modifications/workout options to resolve delinquency. Identify, maintain, track and log requested documentation for loan modification review. Notify customers of loan modification decision, current status, options, timelines, coordination touch points, and customer obligations through the process.

The primary goal of the Home Preservation Department is to mitigate loss for Wells Fargo Home Mortgage while allowing the mortgagor(s) to retain their home. Maintain applicable compliance conformity as it relates to data integrity and risk management. Ability to handle confidential material in a professional, highly ethical manner.

Duties include (not limited to):
- Answer inbound inquiries from borrowers regarding status of the loss mitigation, loan modification, short sale and foreclosure process.
- Interview borrower to understand borrowers specific situation; identify and request the appropriate documents required for loan modification review.
- Access information on multiple systems to inform borrowers of loan terms, important dates and deadlines.
- Communicate and coordinate with multiple Servicing departments (both internal and external to WF) informing the borrower of current status, options, next steps; remain as the single point of contact to borrower throughout the loss mitigation, loan modification, and foreclosure process.
- Ensure necessary information and complete packages are received in a timely manner, maintained, tracked, and logged in multiple systems.
- Place outbound calls to notify borrowers when additional loan document information is required; follow up on loan docs.
- Notify and inform borrowers of decisions as they are made.
- Notify and inform borrowers of changes to established dates/timelines throughout process.
- Work with borrower to set up work out payment plans.
- Work with borrower to set up and follow up on good faith payments.
- Work with borrower to get loan modifications signed and closed.
- Work with borrower to obtain broker information for short sale process.
- Provide information to borrowers on the escalation/complaint procedures/process within WF.
- Ensure borrowers understand their obligations throughout each step of process, including timelines and coordination touch points with other Servicing partners.
- Effectively Work in a team environment in an effort to achieve team/volume goals and provide superior customer service.

Basic Qualifications: 2+ years experience in mortgage loan origination, telesales, collections, default, customer service or loss mitigation.

Minimum Qualifications: - Mortgage Loss Mitigation / Collections / Default servicing / Financial services.
- Experience building relationships/rapport with customers.
- Ability to analyze credit documents and solve problems.
- Ability to prioritize and maintain a large volume of work.
- Ability to be flexible and adapt to a fast paced and changing business environment.
- Strong attention to detail with excellent written and verbal communication skills.
- Working Knowledge of MS Word and Excel.

Preferred Skills: - Associates Degree.
- Experience managing a pipeline of work.
- Experience discussing loan documentation over the phone (requesting and collecting docs).
- Experience interviewing customers, knowing when to probe for details.
- Experience working with disgruntled customers.
- Data entry into multiple systems of record.
- Experience warm transferring customers.
- Strong computer/data entry skills.