Default Investor Relations Liaison

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the home owner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Default Investor Relations Liaison plays an important role in the organization by performing several activities related to company, investors, state and government regulations. The role is primarily responsible, under general to intermittent supervision, for acting as the liaison for investor, state and government regulations and announcements, ensuring default management is in compliance. The Default Investor Relations Liaison assists with timelines and workflows to ensure compliance and National Servicing Standards and is considered a “go to” and subject matter expert for the department.

Compensation 

This role is an exempt position with a Targeted Salary Range of $71,000 to $95,000 annually.

Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.

Essential Functions

• Manage communication between corporate management, Business Analyst, Corporate Legal, attorney firms and its investors.
• Develop and deliver training that encompasses changes, improvements, and other information related to investor rules and regulations, compliance criteria, internal policy and guidelines, and best practices.
• Manage investor compliance information as received, handling inquiries and meetings, providing feedback to management.
• Work with business owners in the Default Enterprise to create and execute program strategies for new investor and regulatory requirements.
• Monitor any investor and government regulatory updates, or of any other changes related to field of expertise.
• Serve as a subject matter expert of Default Enterprise.
• Review and audit backup documents, retention claims, foreclosure documents, post foreclosure claims, modification figures and documents, legal descriptions, valid denials and approvals, trial payment plans, denial notices, appropriate appeal verbiage and timelines, ensuring verbiage and timelines comply with all investors, state-specific, and CFPB regulations.
• Work with Default Enterprise on audit remediation items and other pertinent qualifying information, ensuring compliance with all investors, state-specific, and CFPB regulations.
• Establish, document, and maintain all processes and procedures within the assigned department.
• Assist with internal and external audits, providing documentation and information for both pre-and- post-findings.
• Assist with research of escalated borrower phone calls and complaints as needed; provide details associated with the denial/approval, figures, and pertinent info.
• Sub-manage the implementation of new initiatives as needed and take leadership on projects/tasks.
• Provide administrative support related to the payment of investor invoices.
• Respond to borrower appeals both verbally and in writing.
• Perform other duties as assigned.

Qualifications

• Bachelors Degree directly related to the position or equivalent, preferred.
• Minimum five years' total experience in back-office mortgage servicing experience required.
• Minimum five years' experience in Foreclosure, Post Foreclosure liquidations, Conveyance, Claims, Bankruptcy, and Loss Mitigation.
• Ability to organize and manage multiple priorities simultaneously.
• Strong working knowledge of conventional and government mortgage loan documents, including overall processes and inter-relationships, standards and requirements, terminology, compliance and regulatory requirements related to federal debt collection laws, Federal Bankruptcy Laws, and proper handling of other legal situations.
• Ability to analyze and document regulatory changes. 
• Knowledge of Standard Operating Procedures, CFPB, FCRA and FDCPA.
• Ability to work in a sometimes emotionally demanding role that requires patience and professionalism while interacting with consumers experiencing financial and emotional stress.
• Ability to be patient when training and answering questions for less experience team members.
• Strong project management, interpersonal, and problem-solving skills.
• Highly organized and detail oriented; ability to evaluate and audit a high volume of files.
• Work in a fast-paced, department-metrics-driven environment required.
• Proficiency with basic internet searches, data entry, Microsoft Word, Excel and Outlook required.
• Familiarity with document retention software; Blitzdoc/ AIQ preferred.
• Excellent verbal and written communication skills required.
• Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
• Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
• Commitment to company
  • Customer Service - Proactive attention to each person
  • Integrity - Do and say what's right
  • Respect - Treat others with dignity
  • Collaboration - Listen and work together
  • Learning - Seek knowledge and strive for improvement
  • Excellence – Deliver the unexpected

Supervision

• Job Scope: Plays a key role in area by generating insights and ideas on policies, processes, procedures, and efficiency; contributes ideas to strategic and operational plans to ensure alignment
• Complexity: Problems encountered are limited to area/unit and are varied and require investigation, analysis, and review of professional/organizational standards; general precedents may exist to guide resolution
• Impact: Decisions and actions have a major impact on the outcomes of the department, projects, and programs; Has a direct and significant impact on the business and/or operations of major segments of the organization
• Interaction/Supervision: Works under broad direction with some latitude for independent actions; guided by professional standards, desired outcomes and unit/project/program specifications

Requirements

• Physical: Work is primarily sedentary; mobility in an office setting.
• Manual Dexterity: Ability to operate standard office equipment and keyboards
• Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
• Environmental: Office environment – moderate noise, no substantial exposure to adverse environmental conditions.
• Mental: Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow. This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities. Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner.

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.
Guild Mortgage Company is an Equal Opportunity Employer.

REQ#: LOSSM017594

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.