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

• The Sr SPOC will serve as a subject-matter-expert (SME) for assigned loan product(s) to ensure compliance with investor/insurer and/or regulatory guidelines by communicating with borrowers to explain loss mitigation options and how to apply for assistance, while properly documenting communications within the servicing system.
• Effectively communicate Loss Mitigation workout evaluation outcomes (approval or denial), including modifications, payment deferrals/partial claims, forbearance, short-sale and DIL workouts in accordance with investor/insurer guidelines, while maintaining a professional demeaner.
• Coordinate the receipt of all necessary documents and notify the borrower of any required documents necessary to complete the Loss Mitigation application.
• Effectively and independently manage assigned work queue(s) to ensure complete, accurate, and timely communications with the borrower.
• Assist with borrower mediations, meetings, and calls; provide loss mitigation options, communicate options, and follow up with borrows to obtain outstanding lien or judgment information.
• Assist with internal and external audit preparations, post-audit findings to investors, and any other exam activities, as assigned.
• Work with potential successors to educate them on documentation requirements to establish successor-in-interest status, including follow-up to communication to encourage the timely return of required documents.
• Review various types of written communication prior to sending to borrowers for completeness and
• Respond to escalated borrower phone calls and provide detailed, thorough explanations of denials and approvals, calculations, and criteria.
• Ensures compliance with applicable federal, state, and local laws and regulations. Completes all required compliance Maintain knowledge of and adhere to Guild’s internal compliance policies and procedures.
• Performs departmental training of new/existing staff, as
• SME in Call Quality programs and has a demonstrated commitment to continuous improvement/positive customer
• Collaborate with other default servicing team members to ensure proper loan handling to prevent dual
• Demonstrate critical thinking skills and sound judgment in all aspects of role, while reinforcing cultural values and accountability for results.
• Monitors inventory of assigned loans in-process to identify any deviation from standard processing time and take appropriate actions, including referring to management for alternatives to ensure timely resolution.
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent required; college courses or a bachelor’s degree in finance, business, or a related field preferred, along with a minimum of five (5) years working in a mortgage loss mitigation role.
• Strong working knowledge of conventional and government mortgage loan documents, including overall processes and inter-relationships, standards and requirements, terminology, compliance, and regulatory requirements related to federal debt collection laws, Federal Bankruptcy Laws, and proper handling of other legal situations.
• Knowledge of Standard Operating Procedures associated with CFPB, FCRA, TCPA, and FDCPA
• Ability to work in a demanding role that requires patience and professionalism while interacting with consumers experiencing financial and emotional stress.
• Strong interpersonal, critical-thinking, and problem-solving
• Highly organized and detail oriented; ability to manage a high volume of assigned
• Work in a fast-paced, department-metrics-driven environment Advanced math skills preferred.
• Proficiency with basic internet searches, data entry, Microsoft Word, Excel and Outlook
• Familiarity with document retention software. 10-key by touch strongly preferred.

Supervision

• Moderate level of independent judgment and decision-making
• Frequent contact with borrowers

Requirements

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#: SRLOS016826