Home Retention Outreach Specialist

Position:  Home Retention Outreach Specialist - Billingual Spanish Required

Targeted Start Date: 12/7/26

Location: Onsite if located within 30 miles of Austin,TX or Santa Ana, CA site locations 

                US Remote if located outside of 30 miles of Austin, TX or Santa Ana, CA site locations

Schedule: Must be able to work 12pm-9pm CST hours (training will have a different schedule to start)

Pay:  $20 - $24/hr. DOE. We offer quarterly bonus, shift differential, bilingual differential and award programs

Position Summary: The Home Retention Outreach Specialist III is a front-line mortgage collections and borrower outreach role primarily focused on early-stage delinquency. This position handles inbound and outbound borrower communications, with an emphasis on outbound dialing, payment collection, early intervention, and short-term home-retention solutions.

The specialist works with borrowers to understand the reason for delinquency, assess their ability and intent to pay, and identify appropriate next steps to resolve past-due mortgage payments and help prevent further delinquency. Responsibilities include establishing payment arrangements within approved authority, explaining available assistance options, and referring borrowers for additional workout assistance when appropriate. The specialist may also assist with other delinquency-related calls as assigned based on business needs, training, and approved responsibilities.

1. Conduct outbound borrower outreach and handle inbound calls regarding delinquent mortgage accounts, with a primary focus on early-stage delinquency and payment resolution.
2. Review account and payment history, discuss past-due balances, and assess the reason for delinquency, expected hardship duration, and the borrower’s ability and intent to pay.
3. Request payment and process or schedule borrower-authorized payments in accordance with company procedures and payment authorization requirements.
4. Establish and document payment commitments and payment arrangements within approved authority, and clearly explain the terms and agreed next steps to borrowers.
5. Educate borrowers on available payment-resolution and short-term home-retention options, including repayment arrangements when applicable.
6. Identify borrowers who may need additional workout assistance, explain the next steps, and initiate the appropriate referral or escalation through established procedures.
7. Verify caller identity and authorization, provide required disclosures, and protect confidential borrower information in accordance with company procedures.
8. Accurately document borrower interactions, reasons for delinquency, payment commitments, assistance discussed, referrals, and agreed next steps in the servicing and collection systems.
9. Complete assigned follow-up on payment commitments, borrower next steps, and referrals within established timeframes.
10. Recognize borrower complaints, account concerns, and situations requiring specialized handling, and escalate them through the appropriate process.
11. Meet established productivity, call quality, attendance, schedule adherence, and performance expectations in a fast-paced call-center environment.
12. Comply with company policies, investor and insurer requirements, and applicable federal and state laws and regulations, including mortgage-servicing requirements and the Fair Debt Collection Practices Act (FDCPA), where applicable.
13. Support other assigned delinquency-related calls and queues as needed, consistent with training and approved responsibilities.

1. Bilingual (English/Spanish) Required

2. Knowledge of MSP, with at least (1) years recent experience working with MSP;

3. Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage industry;
4. Ability to work a schedule that includes some Saturdays; FT schedule working 12-9 M-F

5. Ability to work under pressure and stress and respond to inquiries with tact, diplomacy and patience;
6. Excellent verbal and written communication and listening skills;
7. Good business writing skills;
8. Good business math skills;
9. Analytical and organized;
10. Strong PC skills. Must be proficient in MS Windows, MS Outlook, MS Office Suite

Desired Education/Experience:

1. The ideal candidate should have 1+ years' experience in a mortgage default servicing. Mortgage loss mitigation or workout experience preferred;
2. High school diploma or equivalent required, bachelor's degree preferred.
3. Knowledge of FNMA, FHLMC, GNMA, FHA/VA workout requirements;
4. Knowledge of FDCPA, CFPB Servicing Guidelines and state regulations related to debt collection practices;
5. Must work well under pressure, meeting multiple and sometimes conflicting deadlines;
6. Must have demonstrated ability to collaborate and work well with others;
7. History of reliable attendance;
8. Must be able to pass background investigation;
9. Demonstrated ability to achieve goal

Other Duties: This job may require frequent sitting or standing for long periods of time. This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned to meet the needs of the organization.

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.
[EOE/M/F/D/V. Drug-free workplace.]

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

New American Funding recruiters may contact candidates through LinkedIn, phone, text message, or email. Official email communications will come from an address ending in @nafinc.com. We will only request sensitive personal information through our secure application and onboarding systems – not through email, social media, text message, or instant messaging. New American Funding will never request payment from candidates at any stage of the recruiting process.

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