Who We AreServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for nine consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. What We DoViews and evaluates applications to determine eligibility for loss mitigation. Calculates borrower's income and expenses to a high standard of accuracy. Manages a caseload of files including all steps necessary from application to modification. Updates and notates system of record and investor portals. Operates according to standard operating procedures and all government and investor regulations. Achieves goals and objectives with a focus on quality of service and improving the customer experience, while not causing unwarranted delays to processes or defaults. What You'll Do Reviews loss mitigation package documentation to determine if the homeowner qualifies for a loss mitigation option. Reports information to the investor, client, and insurer. Educates homeowners about loan modification programs, forbearance plans, repayment plans, short sales, and deeds in lieu options as applicable. Calculates income, expenses, and escrow advances in accordance with departmental and investor/insurer/client guidelines. Orders and reviews title searches and BPO/AVM/appraisals as applicable. Reviews and implements according to investor/client/insurer guidelines for loan modifications, forbearances and repayment terms, short sales, and deeds in lieu. For short sales, reviews marketing strategies, listing history, offer activity. Resolves counter offers in accordance with departmental procedures and investor/insurer/client guideline. Requests and follows up on foreclosure holds as necessary. Submits loss mitigation requests to investor/client/MI for approval as required. Declines files as directed in accordance with departmental procedures as set forth by investor/client/investor/insurer guidelines and sends appropriate denial letter if homeowner does not qualify for a workout option. Prepares and sends trial period documents, forbearance plan documents, repayment plan agreements, short sale approval and closing letters and decline letters as needed. Monitors status of repayment plans, forbearance plans, and trial period plans and update MSP system and investor system of record with payment records as needed. Answers inbound phone calls, return voicemails, escalations, and all other requests within 24 hours from receipt. Contacts homeowners and real estate agents to provide status of loss mitigation files. Maintains a caseload of files as established by the department. Manages written and verbal correspondence between the homeowners, client, investor, insurer, subordinate lien holders, real estate agents, consumer credit counseling services, and foreclosure attorneys. Follows functional area's processes and procedures in daily activities, troubleshoots as needed and recommends suggestions for continuous improvements to overall operations. Actively contributes to the results of a team and works toward achieving goals and objectives. Uses established procedures to perform assigned tasks. Instructions may be detailed for new assignments No respons