Sate Housing Finance Agencies (HFAs)
Default Counselor - RIHousing
Sate Housing Finance Agencies (HFAs), Providence, Rhode Island, United States
What it’s 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 to ensure minimal risk exposure to Rhode Island Housing.
Location and work style 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 on a daily basis 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
Administer the collections process in compliance with internal policies, regulatory guidelines, sub‑servicer requirements, and investor standards, including delinquency reporting to appropriate investors and insurers.
Contact 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).
Request financial hardship documentation and arrange repayment or forbearance plans in line with internal and regulatory guidelines.
Initiate delinquency notices, demand letters, skip tracing, and property inspections as needed.
Maintain and document all borrower communications in the customer contact log and monitor loan status via the delinquency reporting queue.
Research and resolve payment issues, review requests for late charge waivers, and handle borrower complaints in compliance with CFPB customer complaint tracking requirements, using de‑escalation techniques as appropriate.
Process one‑time electronic and non‑electronic payments as requested.
Assist customer service with questions regarding delinquent loans, track progress, and monitor delinquency trends.
Support loss mitigation by communicating available options prior to 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 you’ll need to succeed
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 a related field, or equivalent work experience.
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
Paid Time Off
Retirement Options
Flexible Work Hours
Education Reimbursement
Onsite Fitness Classes
Winner of “Best Places to Work” 2016, 2018, 2019, 2021 – 2025
Greater Providence Chamber of Commerce Worksite Health Award 2013 – 2025
PBN’s Healthiest Employers of RI 2025
Mission Statement RIHousing strives to ensure that all people who live or work in Rhode Island can afford a healthy, attractive home that meets their needs. A good home provides the foundation upon which individuals and families thrive, children learn and grow, and communities prosper.
Our Work
Offer fair, affordable, and innovative lending programs.
Provide housing‑related education to consumers and others.
Promote and finance sensible development that builds healthy, vibrant communities.
Provide housing grants and subsidies to Rhode Islanders with the greatest need.
Team up with partners to improve everything we do.
#J-18808-Ljbffr
Default Counselor
in our
Loan Servicing Department . This position is accountable for mortgage counseling and collections through foreclosure to ensure minimal risk exposure to Rhode Island Housing.
Location and work style 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 on a daily basis 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
Administer the collections process in compliance with internal policies, regulatory guidelines, sub‑servicer requirements, and investor standards, including delinquency reporting to appropriate investors and insurers.
Contact 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).
Request financial hardship documentation and arrange repayment or forbearance plans in line with internal and regulatory guidelines.
Initiate delinquency notices, demand letters, skip tracing, and property inspections as needed.
Maintain and document all borrower communications in the customer contact log and monitor loan status via the delinquency reporting queue.
Research and resolve payment issues, review requests for late charge waivers, and handle borrower complaints in compliance with CFPB customer complaint tracking requirements, using de‑escalation techniques as appropriate.
Process one‑time electronic and non‑electronic payments as requested.
Assist customer service with questions regarding delinquent loans, track progress, and monitor delinquency trends.
Support loss mitigation by communicating available options prior to 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 you’ll need to succeed
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 a related field, or equivalent work experience.
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
Paid Time Off
Retirement Options
Flexible Work Hours
Education Reimbursement
Onsite Fitness Classes
Winner of “Best Places to Work” 2016, 2018, 2019, 2021 – 2025
Greater Providence Chamber of Commerce Worksite Health Award 2013 – 2025
PBN’s Healthiest Employers of RI 2025
Mission Statement RIHousing strives to ensure that all people who live or work in Rhode Island can afford a healthy, attractive home that meets their needs. A good home provides the foundation upon which individuals and families thrive, children learn and grow, and communities prosper.
Our Work
Offer fair, affordable, and innovative lending programs.
Provide housing‑related education to consumers and others.
Promote and finance sensible development that builds healthy, vibrant communities.
Provide housing grants and subsidies to Rhode Islanders with the greatest need.
Team up with partners to improve everything we do.
#J-18808-Ljbffr