Client Account Resolution Specialist

The Rock Family of Companies is made up of nearly 100 separate businesses spanning fintech, sports, entertainment, real estate, startups and more. We’re united by our culture – a drive to find a better way that fuels our commitment to our clients, our community and our team members. We believe in and build inclusive workplaces, where every voice is heard and diverse perspectives are welcomed. Working for a company in the Family is about more than just a job – it’s about having the opportunity to become the best version of yourself.

In this role, you’ll be responsible for assisting clients that are past due on their mortgage or in danger of falling behind on their mortgage, working directly with clients to evaluate their financial profile and provide educational loss mitigation solutions ranging from home retention to liquidation options as mandated by investor and insurer guidelines. You’ll act as the liaison between the client and internal teams including escrow, foreclosure, bankruptcy, cash, underwriting and other operations teams within Servicing as necessary.

About the Role

Assist clients who are past due or in danger of falling past due in a high paced call center environment

Various shifts available (10am-7pm, 12-9pm)

Proactively reach out to clients via outbound phone calls

Perform financial interviews to understand client’s hardships, reason for default and change of circumstances that may impact timely mortgage transactions

Assist clients with a variety of options for foreclosure prevention

Accurately accept and process payment transactions via the servicing platform

Educate clients on all options available to make payments

Ensure compliance with all applicable Federal, State, and Local mortgage laws, regulations, investor, and insurer requirements including Consumer Financial Protection Bureau (CFPB) and Fair Debt Collection Practices Act (FDCPA) guidelines

Work on tight deadlines to ensure compliance is met with investor guidelines

Work in fast-paced environment to ensure Service Level Agreements with investors are met

Review delinquent clients to solve complex payment issues, including the collection of overdue payments and fees

Be knowledgeable of all loss mitigation solutions and have deep understanding of a client’s financial profile to provide the best short-term or long-term solutions

Liaison between client and internal teams within Servicing including bankruptcy, escrow, foreclosure, cash team, underwriting and other operation teams as necessary

Examine deeds, deeds of trust, liens, judgments to assist client with loss mitigation

Communicate loss mitigation options with clients to avoid foreclosure

Serve as the subject matter experts for clients in bankruptcy

Resolve complex and complicated exceptions to the standard loss mitigation process

Find solutions for clients using available resources including Pathfinder

Identify escalated client situations and / or complaints and determine next steps for resolution

De-escalate clients by utilizing call skills such has actively listening, influencing, and persuasion

About You

Minimum Qualifications :

1 year of mortgage servicing experience

Direct experience with one or more of the following portfolio types : FNMA, conventional, FHA, VA and / or non-conventional

Knowledge of mortgage servicing platforms

Preferred Qualifications :

Works well under pressure meeting multiple and sometimes conflicting deadlines

Demonstrated ability to collaborate and work well with others

Proficient knowledge of Director and Customer Service tool as a mortgage servicing platform (also DUDE, and LUNA)

Strong communication, client service and time management skills

Strong understanding of mortgage industry / product knowledge

Ability to work confidently and effectively with internal and external clients

Ability to accept and immediately implement all coaching, feedback, and training

Ability to think critically through complex situations

Strong knowledge of loss mitigation

Strong attention to detail to research complex client situations

Strong sales skills

Maintain consistent and responsible attendance required for business continuity

Ability to influence and persuade clients going through extreme financial hardships

Strong de-escalation skills

Working knowledge of bankruptcy laws

Strong competitive mindset

What You’ll Get

Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put : We’ve got your back. Check out our full list of Benefits and Perks () .

About Us

Rocket Mortgage® was founded in 1985. Today, we’re a Detroit-based, publicly traded company with a mission to Help Everyone Home. At Rocket Mortgage, we believe that home is more than the house you live in. Our wide variety of home loan options, tools and resources empower our clients to achieve their homeownership dreams. We’re known as experts in the mortgage industry, but we’re also innovators – we strive to create the best experiences for our clients from beginning to end. And we’re not your typical employer. We’re insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard. Apply today to join a team that offers career growth, amazing benefits and the chance to work with leading industry professionals.

This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the Company at any time. Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws. Applicants requiring reasonable accommodations in completing the application and / or participating in the application process should contact a member of the Human Resources team, The Pulse, at Careers@myrocketcareer.com .

The Company is an Equal Employment Opportunity employer, and does not discriminate in any hiring or employment practices. The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with state and federal law. Applicants requiring reasonable accommodation in completing the application and / or participating in the employment application process should notify a representative of the Human Resources Team, The Pulse, at Careers@myrocketcareer.com.