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*Remote, Chandler, AZ*

*Remote, Rapid City, SD*

*Remote, Knoxville, TN*

Summary:

The Loan Counselor is responsible for managing mobile home mortgage accounts from early-stage delinquency through resolution (“cradle to grave”). This role focuses on borrower outreach, payment collection, counseling, and loss mitigation when repayment is not immediately achievable. The Loan Counselor works GSE, FHA, VA, Freddie Mac, and Conventional loans and ensures compliance with all federal, state, investor, and company guidelines.

Key Responsibilities

• Manage a portfolio of mobile home mortgage loans across all stages of delinquency
• Perform outbound and inbound borrower contact to resolve delinquent accounts
• Analyze borrower financial situations and provide counseling on available options
• Negotiate repayment plans and resolve delinquencies through full reinstatement
• Evaluate eligibility for loss mitigation options, including forbearance, repayment plans, and loan modifications
• Initiate and track loss mitigation workflows in compliance with investor guidelines
• Maintain accurate and detailed servicing notes in the loan servicing system
• Ensure compliance with FDCPA, CFPB, RESPA, and investor requirements
• Collaborate with internal departments such as Loss Mitigation, Customer Service, Bankruptcy, and Foreclosure as needed
• Meet or exceed individual and team performance metrics

Qualifications

• • High school diploma or equivalent required; college coursework preferred
  • 1–3 years of mortgage collections or servicing experience, including mobile homes preferred
  • Working knowledge of GSE, FHA, VA, and Conventional loan programs
  • Strong negotiation, communication, and customer service skills
  • Ability to handle sensitive financial conversations with empathy and professionalism
  • Proficient with mortgage servicing systems and Microsoft Office