Account Resolution Specialist

As an Account Resolution Specialist, you'll work in a fast-paced call center environment assisting clients who are struggling to make mortgage payments due to a hardship they are experiencing. You'll use your call skills and knowledge to lead your clients to protect their home from further delinquency or foreclosure. You'll act as the liaison between the client and internal teams including escrow, foreclosure, bankruptcy, cash, underwriting and other operations teams within servicing as necessary. About the Role * Perform financial interviews to understand client's hardships, reason for default and change of circumstances that may impact timely mortgage transactions * Assist clients with a variety of options for foreclosure prevention * Accurately accept and process payment transactions * Provide education for clients on their mortgage, options and assistance * Ensure compliance with all applicable Federal, State, and Local mortgage laws, regulations, investor and insurer requirements * Act as the liaison between clients and internal teams within Servicing * De-escalate clients by utilizing call skills such has actively listening, influencing and persuasion * Collection of past due mortgage payment and assisting with repayment plan options * Assist with payments for client in bankruptcy About You * Strong communication, client service and time management skills * Ability to influence and persuade clients going through extreme financial hardships * Ability to work well under pressure while meeting deadlines * Ability to think critically through complex situations * Attention to detail * Strong de-escalation skills * Competitive mindset * Loss mitigation and/or collection experience What You'll Get Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We've got your back. Check out our full list of Benefits and Perks. About Us Rocket Mortgage was founded in 1985. Today, we're a Detroit-based, publicly traded company with a mission to Help Everyone Home. At Rocket Mortgage, we believe that home is more than the house you live in. Our wide variety of home loan options, tools and resources empower our clients to achieve their homeownership dreams. We're known as experts in the mortgage industry, but we're also innovators - we strive to create the best experiences for our clients from beginning to end. And we're not your typical employer. We're insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard. Apply today to join a team that offers career growth, amazing benefits and the chance to work with leading industry professionals. This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the Company at any time. Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. The Company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws. Applicants requiring reasonable accommodations in completing the application and/or participating in the application process should contact a member of the Human Resources team at Careers@.

Created: 2025-02-20