Loss Mitigation Single Point Of Contact

Location: Remote (Must reside in the Pacific or Mountain Time Zone) Schedule: Monday-Friday, 8:30 AM - 5:00 PM PT Contract Length: Through March with potential for extension and/or conversion based on business needs Position Overview We are seeking an experienced Loss Mitigation Specialist to serve as the Single Point of Contact (SPOC) between Guild Mortgage and borrowers experiencing financial hardship. This role is highly customer service-focused and requires extensive phone interaction with borrowers while guiding them through loss mitigation and foreclosure-related processes. The ideal candidate will have a strong background in mortgage servicing, loss mitigation, and customer-facing phone support, along with the ability to explain complex mortgage concepts in a clear and compassionate manner. Key Responsibilities Serve as the primary liaison between Guild Mortgage and borrowers throughout the loss mitigation process. Guide customers through loss mitigation, foreclosure prevention, and loan workout programs. Review, explain, and communicate loss mitigation terms, loan modification documents, trial payment plans, and foreclosure-related documentation. Determine documentation requirements and communicate missing documentation needs to borrowers. Explain notarization requirements and other documentation requirements related to loan workout programs. Conduct follow-up calls to obtain required borrower information and documentation. Communicate approval, denial, and conditional decisions related to loss mitigation evaluations. Monitor assigned loan inventory to ensure timely processing and resolution of cases. Educate borrowers on available retention options for FNMA, FHLMC, FHA, VA, and USDA loans. Collaborate with internal servicing and default teams to prevent dual tracking and ensure compliance. Maintain accurate records and documentation within servicing systems. Participate in quality assurance and call quality programs to support continuous improvement efforts. Provide empathetic and professional customer service to borrowers experiencing financial hardship. Required Qualifications Top 3 Must-Have Skills Strong phone-based customer service experience with the ability to build rapport and effectively manage borrower conversations. Knowledge of mortgage servicing and loss mitigation terminology , including the ability to explain mortgage-related concepts to borrowers. 3-5 years of mortgage servicing experience with significant customer-facing phone experience. Additional Required Qualifications Experience serving in a customer-facing mortgage servicing, loss mitigation, collections, or call center environment. Strong understanding of conventional and government mortgage loan programs. Ability to review and explain loan workout and foreclosure-related documentation. Experience gathering documentation and asking effective probing and follow-up questions. Strong verbal and written communication skills. Ability to work independently following training and onboarding. Strong organizational skills with the ability to manage a high-volume workload. Proficiency in Microsoft Word, Excel, Outlook, and data entry systems. Ability to work in a fast-paced, metrics-driven environment. Preferred Qualifications Previous Loss Mitigation experience. Mortgage Call Center experience. Late-Stage Collections experience. Working knowledge of: CFPB FCRA TCPA FDCPA Federal Debt Collection Laws Bankruptcy regulations impacting mortgage servicing Experience with FNMA, FHLMC, FHA, VA, and USDA loan programs. Familiarity with mortgage servicing platforms and document retention systems. 10-key proficiency by touch. Desired Soft Skills Strong communication and active listening abilities. Ability to ask probing questions and gather complete borrower information. Empathy and professionalism when working with financially distressed customers. Critical thinking and sound decision-making skills. Coachability and willingness to learn. Strong attention to detail. Adaptability in a highly manual process environment. Ideal Candidate background Candidates with experience in the following areas are highly encouraged to apply: Loss Mitigation Mortgage Servicing Mortgage Call Centers Default Servicing Mortgage Collections Late-Stage Collections Note: Candidates with primarily underwriting-focused backgrounds and limited direct customer interaction may not be the best fit, as this role is heavily focused on borrower communication and customer service. Training & Onboarding During the first 90 days, employees will receive: System training Process training Job shadowing with experienced team members Ongoing support from senior team members Following onboarding, candidates will be expected to independently manage their assigned workload and borrower portfolio. Required Skills Mortgage Servicing Loss Mitigation Customer Service Phone Support Call Center Operations Collections Loan Documentation Review Foreclosure Prevention Borrower Communication Loan Workouts Regulatory Compliance Problem Solving Microsoft Office Suite Job Type & Location This is a Contract position based out of San Diego, CA. Pay and Benefits The pay range for this position is $24.00 - $24.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Sep 25, 2026. About TEKsystems We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.