Single Point of Contact Call Center Agent

Role overview Serve as the primary contact for borrowers navigating mortgage hardship, loss mitigation options, or an active foreclosure process. The role combines a high-volume inbound call queue—about 50 to 60 calls—with outbound outreach, clear explanations of available assistance, and careful adherence to regulatory requirements.

Responsibilities - Handle borrower inquiries and outbound campaign calls in a structured, high-volume environment. - Explain available assistance programs and communicate updates on loss mitigation or foreclosure decisions. - Gather additional information and documents needed to assess retention or disposition options. - Maintain continuity as a single point of contact while borrowers work through an assistance process. - Follow applicable regulatory and compliance requirements and meet quality and productivity expectations. - Use an automated dialer efficiently and keep customer records and work details accurate.

Requirements - High school diploma or equivalent. - Two to four years of clerical or administrative experience. - Strong verbal and written communication, including the ability to explain complex information in plain language and adapt when a customer needs another explanation. - Comfort working to a structured schedule with high call volume and productivity measures. - Attention to detail and the ability to learn and retain mortgage, regulatory, and investor information. - PC proficiency, including word processing, spreadsheet, and database software; ability to analyze information and resolve exceptions.

Nice to have Two or more years of call center, collections, or loss mitigation experience.

Benefits and work setup The role is designated as U.S. home-based remote. Listed benefits include medical, dental, and vision coverage; life and disability insurance; parental leave; retirement plans; paid vacation and holidays; adoption assistance; and sick and safe leave.