Default Counselor

RIHousing - Default Counselor Salary – $54,802.00 – $68,503.00 Please note: This pay range represents the base annual full-time salary for all positions within this job grade. The actual salary offered will depend on factors such as experience and other job-related qualifications.

What we are all about:

We are seeking a dynamic professional to serve as a Default Counselor in our Loan Servicing Department. This position is accountable for mortgage counseling and collections through foreclosure, ensuring minimal risk exposure to Rhode Island Housing. This is a hybrid position based in Providence, Rhode Island, where you will be an integral part of our Loan Servicing team. The role is designed for face-to-face collaboration and direct involvement in our office environment. What you'll do daily: This position works with borrowers who are behind on their mortgage payments, providing counseling and support to help them avoid default or more serious legal action. Outreach is conducted via phone, written communication, and face-to-face counseling to achieve quality right-party contact and determine the reason for default.

Key responsibilities include:

Administering the collections process in compliance with internal policies, regulatory guidelines, sub-servicer requirements, and investor standards, including delinquency reporting to appropriate investors and insurers. Contacting delinquent borrowers to provide counseling, cure defaults, and make referrals for loan workouts or foreclosure action, in accordance with Consumer Financial Protection Bureau (CFPB) regulations regarding Quality Right Party Contact (QRPC). Requesting financial hardship documentation and arranging repayment or forbearance plans in line with internal and regulatory guidelines. Initiating delinquency notices, demand letters, skip tracing, and property inspections as needed. Maintaining and documenting all borrower communications in the customer contact log and monitoring loan status via the delinquency reporting queue. Researching and resolving payment issues, reviewing requests for late charge waivers, and handling borrower complaints in compliance with CFPB customer complaint tracking requirements, using de-escalation techniques as appropriate. Processing one-time electronic and non-electronic payments as requested. Assisting customer service with questions regarding delinquent loans, tracking progress, and monitoring delinquency trends. Supporting loss mitigation by communicating available options before referral, identifying loans for potential legal action, and assisting with Home Secure Program outreach and tracking. What you'll bring to the team: Strong knowledge of CFPB regulations, including Quality Right Party Contact (QRPC) and customer complaint tracking requirements. Ability to collaborate with customer service staff, monitor delinquent loan portfolios, and support special projects as assigned. Flexibility to work occasional evenings and Saturdays as required. What success looks like in this position: Three years of experience in mortgage collections and or customer service Knowledge of CFPB, FNMA, FHA, VA, and USDA regulations, as well as private mortgage insurer guidelines Strong negotiation, communication, and organizational skills Associate's degree in business administration or related field, and or equivalent work experience required Bilingual ability preferred (particularly Spanish or Portuguese) Use of a personal vehicle, a valid driver's license, and proof of insurance is required. Not sure if you meet all the qualifications? Let us decide!

Why RIHousing:

Mission-Driven Organization Dedicated Workforce Parking Stipend Medical/Dental/Vision/Life Insurance Paid Time Off Retirement Options Flexible Work Hours If Position Eligible, Future Hybrid Work May Be Available Education Reimbursement Onsite Fitness Classes Volunteer Days Winner of "Best Places to Work" 2016, 2018, 2019, 2021 - 2026 Greater Providence Chamber of Commerce Worksite Health Award 2013 - 2025 PBN's Healthiest Employers of RI 2025

About RIHousing:

RIHousing works to ensure that all people who live in Rhode Island can afford a healthy, attractive home that meets their needs. RIHousing provides loans, grants, education, and assistance to help Rhode Islanders find, rent, buy, build, and keep a good home. Created by the General Assembly in 1973, RIHousing is a self-sustaining corporation and receives no state funding for operations.