Overview This is a hybrid role, with the expectation that time working will regularly take place inside and outside of a company office. This position serves as personnel available to borrowers by phone that are experiencing financial hardships. Provides assistance and information to borrowers on possible Loss Mitigation options and the subsequent needed actions. Facilitates the receipt of a complete hardship application and remains in contact with the borrower throughout the process. Prepares and reviews documentation to ensure all servicing efforts on covered accounts comply with applicable regulations and investor guidelines. This position is considered the first line of defense and expected to maintain a high level of attention to detail, analyze facts, and make sound decisions in order to mitigate risk to the Bank. Responsibilities & Qualifications Duties & Responsibilities: Loan Resolution - Responsible for contacting borrowers in financial distress to gather information and required documentation for a complete Loss Mitigation Application. Maintains contact with borrower throughout the process, sending applicable written notices or disclosures. Monitors approved plans until the borrower completes short term repayment plans or makes the required payments. Client Support - Identifies and supports clients who are eligible for assistance. Contacts clients who are in Foreclosure, who were dismissed or discharged from bankruptcy, or who have inquired about possible assistance in order to begin the process. Operational Support - Acts as a liaison between business units, Retail Credit Underwriting teams, and branches regarding distressed borrowers. Portfolio Servicing - Participates in servicing efforts for acquired institutions. Works with acquired institutions to service defaulted or covered assets, and to assist with mortgage loans. Modifies or recommends charge offs as appropriate. Qualifications: Bachelor's Degree and 1 years of experience in Collections, Loss Mitigation, Bankruptcy, Foreclosure, or Default. - OR - High School Diploma or GED and 5 years of experience in Collections, Loss Mitigation, Bankruptcy, Foreclosure, or Default. Additional Requirements: Call center experience with business professional call etiquette and familiarity with dialer system Mortgage loss mitigation experience (ex. repossessions, bankruptcy, foreclosure) Advanced written and verbal communication skills Preferred Qualifications: Spanish language proficiency Banking/Finance industry experience Large Financial Institution (LFI) experience Knowledge of applicable regulations Additional Information This job posting is expected to remain active for 14 days from the initial posting date listed above. If it is necessary to extend this deadline, the posting will remain active as appropriate. Job postings may come down early due to business need or a high volume of applicants. Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.