Customer Service Specialist (Loss & Mitigation)

Early-Stage Collections & Loss Mitigation Specialist Richmond, VA (100% onsite) Duration :

• 1 year contract 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.
• Document all borrower interactions, promises to pay, and outcomes accurately in MSP.
• Adhere to applicable servicing and default guidelines; follow internal policies and quality standards.
• Meet performance metrics for right-party contacts, cure rates, and call quality while maintaining excellent customer service.
• Knowledge and Skill Requirements Collections or customer service experience (mortgage servicing preferred).
• Working knowledge of FHA, Client, Freddie Mac, VA, and USDA default servicing guidelines.
• Proficiency with the MSP Servicing System.
• Strong communication, negotiation, and analytical skills.
• Ability to manage priorities and maintain accuracy in a fast-paced, phone-intensive environment.

Schedule Evening shift schedule :

Last two weekends of each month :