Default Loan Counselor I (Mortgage)

Location: Onsite in Carrollton, Texas, United States

Salary: $39,000–$55,000 per year

Company

Specialty financial services firm focused on the production and servicing of U.S. mortgage loans and related investments.

What you will do

• Communicate with borrowers through inbound queues and outbound campaigns about early-stage loan defaults.
• Build rapport, identify reasons for delinquency, assess repayment capacity, and secure payments.
• Manage first payment defaults using collection, loss mitigation, investor, state, and company programs.
• Update customer financial records and explain foreclosure alternative program outcomes and next steps.
• Handle escalated customer issues, cross-department call overflow, follow-ups, and detailed documentation.
• Maintain compliance with regulatory requirements and legal guidelines.

Requirements

• Entry-level position; prior work experience is not required.
• Basic negotiation skills and a customer-focused service approach.
• Ability to prioritize tasks, manage time, and conduct proactive follow-ups.
• Ability to learn default servicing concepts and regulations, including CFPB and FDCPA requirements.
• Strong foundational verbal and written communication skills.
• Basic computer literacy and ability to navigate software systems.

Culture & Benefits

• Medical, dental, and vision coverage.
• Paid vacation, holidays, illness leave, and parental leave.
• Wellness and employee recognition programs, with onsite gyms and café-style dining at select locations.
• Retirement benefits, life insurance, 401(k) matching, and tuition reimbursement.
• Philanthropy programs, including matching gifts, volunteer grants, charitable grants, and corporate sponsorships.
• Some roles may include performance-based compensation or stock-based incentives.