Non-Real Estate Loss Mitigation Specialist (Single Point of Contact)

Location:

Location: This role will require on-site training for minimally the first 2 weeks. After training is completed, the role will be Monday- Friday with at least 2 days per week working on site.

Hours: Monday- Thursday the hours will be between 8am-7pm and Friday is a set schedule of 8am-5pm.

JOB SUMMARY

Serve as the dedicated point of contact for clients seeking hardship assistance on non-real estate consumer loans, guiding them through available solutions and ensuring exceptional service.

ROLES AND RESPONSIBILITIES

- Initiate outbound calls and answer inbound inquiries to assess borrower situations, intentions, and financial capacities.

- Identify appropriate loss mitigation options and provide guidance to borrowers on possible solutions.

- Collect and review documentation for workout evaluations and assist with payment arrangements while assessing loss mitigation.

- Review loss mitigation applications and coordinate with analysts for further evaluation.

- Maintain accurate records and document all actions and communications.

- Act as a subject matter expert (SME) in non-real estate secured and unsecured loss mitigation.

- Mentor, train new hires, and assist with training sessions and materials.

- Monitor trial payments, oversee exceptions, and manage medium-range process improvements or new projects.

- Work with Legal and Compliance to gather information for executive client resolutions and handle escalated client calls or peer issues.

- Ensure compliance with all federal, state, and investor requirements, as well as CFPB Servicing Guidelines.

QUALIFICATIONS MUST HAVE

- High School Diploma or GED Equivalent.

- Experience in handling high volume customer service inbound and outbound calling.

- Strong organizational, analytical, verbal and written communication skills.

- Proficiency with MS Windows, MS Outlook, MS Office Suite, MS SharePoint, and MS Project.

- Ability to multitask, work independently, and handle pressure with professionalism and tact.

- Familiarity with consumer non-real estate loan products and industry terminology.

- Strong business writing and math skills.

QUALIFICATIONS NICE TO HAVE

- Experience in non-real estate collections or related default management.

- Bilingual in English and Spanish.

- BA/BS degree in a business-related field.

COMPENSATION AND BENEFITS

Please click here for a list of benefits for which this position is eligible.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.