Loan Counselor/Late Stage Collections

About the position

As the Loan Counselor at Cascade, you are responsible for providing a high degree of quality customer service while working with borrowers to make timely payments and handle borrower repayment issues. You will evaluate borrowers for Loss Mitigation assistance and make collection calls in compliance with federal regulations. This role involves evaluating borrower information and loan files to determine payment options, determining when to escalate borrowers to loss mitigation, answering customer inquiries about their mortgage loans, documenting all communications, and communicating with other departments about loan payments. Teamwork is essential as you will work with the Collection/Loss Mitigation Manager and Loan Counselor Team Lead to identify problems and improve recovery. Additionally, you will assist with other duties as necessary.

Responsibilities

• Provide high-quality customer service to borrowers.
• Evaluate borrower information and loan files to determine payment options.
• Determine when to escalate borrowers to loss mitigation.
• Answer customer inquiries about mortgage loans.
• Document all communications between borrowers and Cascade.
• Update servicing computer system with any insurance information.
• Communicate with other departments regarding loan payments and borrowers.
• Work collaboratively with the Collection/Loss Mitigation Manager and Loan Counselor Team Lead.
• Assist with other duties as necessary.

Requirements

• Intermediate Microsoft Word & Excel experience.
• Prior collection experience.
• Familiarity with FHA or mortgage loan programs.
• Ability to communicate clearly and effectively with clients and employees.
• Excellent listening, organizational, and time management skills.
• Ability to work well under pressure.

Nice-to-haves

• Spanish speaking is a plus.

Benefits

• Medical
• Dental
• Vision
• Life insurance
• 401K match
• PTO
• Sick Time
• 10 Paid Holidays
• Remote work opportunities