Default Specialist at The Mortgage Law Firm

United States

<div><body><p style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;'><b><strong style="font-size:18pt;white-space:pre-wrap;">About the role</strong></b></p><ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">The Default Specialist supports the firm’s client service and default operations by monitoring incoming communications, handling assigned telephone calls, documenting borrower and homeowner inquiries, maintaining accurate case and escalation records, and routing matters to the appropriate internal team or client contact. The role provides professional, service-focused communication while supporting work involving foreclosure, bankruptcy, eviction, litigation, and related mortgage default matters. The Specialist reports to the Manager, Client Updates &amp; Metrics and supports matters across the firm’s business lines.</span></li></ul><p style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;'><b><strong style="font-size:18pt;white-space:pre-wrap;">What you'll do</strong></b></p><ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Accept new matters and establish accurate records in the firm’s case management system using information and documents received from clients and other authorized sources.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Review documents and enter information into required system fields to identify requirements, deadlines, exceptions, or impediments that may require workflow, follow-up, or escalation.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Monitor assigned client, shared, and departmental correspondence channels and respond, route, or escalate communications under approved procedures.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Handle incoming telephone calls professionally, confirm available identifying information, determine the general nature of the inquiry, document the conversation accurately, and route the caller to the appropriate resource when additional review is required.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Communicate with borrowers and homeowners using approved, procedures, and service standards. Provide only authorized information and do not provide legal advice, servicing decisions, or assurances outside the role’s authority.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Receive calls involving potential loss mitigation assistance, document the request and any stated need for forms or supporting information, and identify the applicable client, servicer, matter, and response requirements.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Track and escalate requests to the applicable client or internal owner when a borrower or mortgagor requests documentation, status information, or other assistance related to loss mitigation, when applicable.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Monitor open borrower and loss mitigation-related requests through completion, perform timely follow-up, and elevate overdue, incomplete, sensitive, or deadline-driven matters to the Manager.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Maintain quality control standards throughout assigned work and promptly correct or escalate incomplete, inconsistent, or inaccurate information.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Provide responsive customer service to clients and other authorized contacts, addressing inquiries and concerns promptly, professionally, and within assigned authority.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Prepare and submit accurate recurring or ad hoc reports regarding workload, call activity, escalations, findings, aging, open items, and completion status as requested.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Validate checklist-based prerequisites before advancing work and obtain or request resolution of unmet requirements under established procedures.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Generate notices and other approved communications for statutory or client-required mailings after applicable conditions and </span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">approvals are satisfied.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Update client systems and internal or external technology platforms so the matter history, current status, exceptions, communications, and next steps are complete and current.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Manage assigned workload, meet deadlines, and request assistance or extensions early enough to avoid preventable last-minute escalations.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Protect confidential client, borrower, homeowner, employee, and firm information in all verbal, written, and system communications.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Use client directives, training materials, procedures, and available reference resources to research questions and resolve routine impediments. Request help when the correct response or next step is unclear.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Coordinate with attorneys, operations teams, clients, servicers, and other business partners as required to support accurate and timely handling of assigned matters.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Provide backup support for other Client Updates &amp; Metrics functions and complete other related duties as assigned by management.</span></li></ul><p style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;'><b><strong style="white-space:pre-wrap;">Call Handling and Escalations Standards</strong></b></p><ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Use a courteous, calm, and neutral tone, including when a caller is upset or the matter is time-sensitive.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Create clear call notes that include the date, caller, verified matter information, reason for the call, documents or assistance requested, commitments made within approved authority, assigned owner, and required follow-up.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Immediately notify the Manager of threatened complaints, legal deadlines, sale-related urgency, repeated contact without resolution, privacy concerns, or other matters designated as high risk by firm procedure.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Follow verification, privacy, confidentiality, and call-handling procedures before discussing matter-specific information.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Do not interpret legal rights, recommend a loss mitigation option, state that an application is complete, promise an outcome, or represent that a foreclosure or other legal action will be delayed or stopped unless expressly authorized and documented.</span></li></ul><p style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;'><b><strong style="white-space:pre-wrap;">Skills and Competencies </strong></b></p><ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Strong written and verbal communication skills, including professional telephone etiquette and active listening.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Strong attention to detail, organization, documentation, follow-through, and deadline management.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Ability to read correspondence and documents carefully, identify key facts, and summarize issues in plain language.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Sound judgment regarding urgency, confidentiality, escalation, and when to request assistance.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Ability to manage telephone calls, incoming correspondence, follow-up items, and system updates in a fast-paced environment.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Ability to learn mortgage default terminology, firm procedures, client requirements, and loss mitigation-related routing expectations.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Proficiency with Microsoft Outlook, Word, Excel, Teams, SharePoint, and office-based technology.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Ability to work independently in a remote environment while remaining responsive, available, and connected to the team.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Dependability, professionalism, adaptability, analytical thinking, and a service-focused approach</span></li></ul><p style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;'><b><strong style="font-size:18pt;white-space:pre-wrap;">Qualifications</strong></b></p><ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">High school diploma or equivalent required.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Customer service, call center, administrative support, legal services, mortgage servicing, loss mitigation support, or another deadline-driven office environment preferred.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Experience entering and maintaining accurate information in case management systems, trackers, client platforms, or similar business systems preferred.</span></li><li style="margin:3px 0px;font-size:12pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Ability to maintain confidentiality, follow written procedures, and work within clearly defined authority.</span></li></ul><p style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:18pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;'><b><strong style="font-size:18pt;white-space:pre-wrap;">Physical and Work Requirements </strong></b></p><ul style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;'><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Position may be performed remotely from Texas or Oklahoma, subject to firm approval and business needs.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Regular and reliable attendance during assigned business hours is required.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Ability to communicate by telephone and video, use a computer and standard office equipment, and remain at a workstation for extended periods with customary breaks.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">A reliable internet connection and a private workspace suitable for handling confidential information are required for remote work.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Occasional travel or in-person attendance may be required for training, meetings, or firm events.</span></li></ul><p style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;'><b><strong style="white-space:pre-wrap;">GENERAL STATEMENT</strong></b></p><p style='font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;'><i><em style="white-space:pre-wrap;">This description summarizes the general content and requirements of the position. It is not an exhaustive list of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions</em></i></p></body></div>