Loss Mitigation Asset Administrator - Escalation Specialist - Jacksonville, FL

The Loss Mitigation Asset Administrator Escalation Specialist is an advanced subject matter expert and is responsible for completing tasks that support the loss mitigation process from beginning to end. This role also acts as the liaison between Flagstar Bank and legal counsel through the mediation process. The escalation specialist is a leader on the team and can act as the backup to the supervisor. All functions must be completed within the production and quality standards. Role requires utilization and understanding of multiple servicing systems, applications and reporting. Role requires accuracy and attention to detail, strong organization skills, independent problem solving ability and excellent communication skills.

Perform Loss Mitigation AA ES Role. Role requires the ability to perform multiple functions throughout the Loss Mitigation process under general supervision, including:

  • Provide consistent communication to the team regarding daily work goals, expectations, and any policy and/or process changes.
  • Oversee daily team operations; provide guidance and direction in daily work flow and volume.
  • Effectively train employees to adhere to the requirements established by default servicing operations 
  • Responsible for resolving complex/complicated exceptions to the standard loss mitigation process
  • Attend mediation hearings telephonically or in person
  • Ensure timely uploading of borrower documents to Flagstar Bank’s imaging system
  • Responsible for management of the day to day mail process
  • Maintain knowledge of regulatory requirements and investor/insurer guidelines that may impact default servicing operations
  • Understand key performance and risk indicators in the Loss Mitigation Process, and how individual role contributes to meeting or exceeding these goals;
  • Maintain and practice sound judgment in all aspects of role


  • Reinforces culture of shared ownership and accountability for results.
  • Collaborating with other default servicing teams, and other internal teams, to assist in the continued development of a best in class default servicing oversight operation.
  • Perform additional responsibilities as assigned by manager.

Job Requirements:

  • 8+ years default mortgage financial services experience, required in Loss Mitigation
  • Required, advanced subject matter expertise in Loss Mitigation
  • Preferred, 5+ Years Understanding of Mortgage Servicing and Mortgage Servicing Regulation (TCPA, FDCPA, FCRA) and Regulators (OCC, FRB, CFPB, GSE, HUD)
  • HS Diploma, GED or Foreign Equivalent
  • Self-Driven, Personally Accountable Personality
  • Understanding of MS Office Suite with intermediate technical and computer skills. Specifically an ability with Microsoft Excel
  • Ability to navigate quickly within various computer programs.
  • Excellent verbal and written communication skills, as well as strong listening skills
  • Exceptional analytical and problem solving skills with an ability to think quickly under pressure.
  • Ability to handle high production volume and answer customer questions in a timely manner.
  • Ability to look for ways to improve and promote quality.
  • Ability to work independently with limited supervision.
  • Ability to work varying shifts including evenings and weekends.
  • Willingness to work in a team environment
  • Confident and efficient work approach with a customer focus 

For internal use only: I Hourly Band

Flagstar Bank
Full time
Jacksonville, FL 32202, US