| Location | Grand Rapids, MI (Remote) |
| Salary | $19–$23 Per Hour |
We are seeking a customer-focused Mortgage Account Resolution Specialist to join a remote mortgage servicing team. This position serves as a primary point of contact for borrowers with past-due mortgage accounts, providing account assistance, discussing available payment options, and helping borrowers work toward bringing their accounts current.
This is a great opportunity for someone with experience in mortgage servicing, collections, account resolution, or customer service who is comfortable having sensitive financial conversations while providing professional and respectful service.
Key Responsibilities
Serve as a primary point of contact for borrowers with past-due mortgage accounts.
Manage delinquent mortgage accounts up to 120 days past due.
Work with borrowers at various stages of delinquency to help bring accounts current.
Make professional outbound collection calls and respond to incoming borrower calls and written communications.
Research borrower information to obtain accurate contact information.
Discuss payment options and available assistance programs with borrowers.
Escalate accounts for additional review when appropriate.
Prepare and send appropriate written notices related to delinquent accounts.
Maintain accurate system notes and documentation regarding collection activity.
Follow applicable federal and state debt collection requirements and internal policies.
Provide professional customer service while navigating sensitive account conversations.
Work some evening and weekend shifts as required.
Qualifications
1-3 years of similar or related experience.
High school diploma or GED required.
Strong customer service and communication skills.
Strong problem-solving and analytical abilities.
Ability to handle confidential conversations with professionalism, diplomacy, and tact.
Strong organizational and time-management skills.
Detail-oriented with the ability to work independently in a remote environment.
Proficiency in Microsoft Excel, Outlook, and general computer applications.
Previous experience in mortgage servicing, mortgage collections, loan servicing, collections, or account resolution is highly desirable.
Pay Details: $19.00 to $23.00 per hour
Search managed by: Amaka Mozie
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.
Equal Opportunity Employer/Veterans/Disabled
Military connected talent encouraged to apply
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy
The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
Massachusetts Candidates Only: 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.