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Early Intervention Specialist I

Job Location: Grand Rapids, MI
Remote Type: Remote
Position Type: Full-Time

Pay: $19.61- $24.51/hour

Member First Mortgage is seeking a compassionate and customer-focused Early Intervention Specialist I to join our Home Preservation team. In this role, you'll serve as the primary point of contact for borrowers with delinquent mortgage accounts, helping them understand available payment options and navigate challenging financial situations while working toward positive outcomes.

You'll proactively manage delinquent mortgage accounts through early outreach, borrower engagement, and loss mitigation efforts while ensuring compliance with all applicable federal and state regulations. If you're a strong communicator who enjoys helping others and thrives in a fast-paced, customer-focused environment, we'd love to hear from you!

Founded on the credit union philosophy of "People Helping People," Member First Mortgage provides full-service mortgage solutions to over 200 credit unions nationwide. Our commitment to honesty, integrity, and exceptional member service creates a collaborative and rewarding workplace where employees can grow and succeed.

• Pay: $19-$21/hour
• Generous and competitive healthcare packages
• Employer-paid Short-Term and Long-Term Disability
• Employer-paid Life Insurance
• 100% employer-paid Vision coverage
• 401(k) with company match
• 20 days PTO with no waiting period
• Fun, collaborative, team-focused work environment

• Serve as the primary point of contact for borrowers with delinquent mortgage accounts.
• Monitor and manage delinquent mortgage accounts up to 120 days past due, including outreach at the 15, 30, 60, and 90-day delinquency stages.
• Make outbound collection calls in a professional, empathetic manner and respond to inbound borrower calls and written communications.
• Prepare and send required written notices related to delinquent accounts.
• Research borrower information to confirm valid contact details.
• Analyze borrower financial situations to determine the causes of delinquency and discuss available payment options, including government assistance programs.
• Refer and escalate accounts as needed for further review.
• Accurately update system notes and codes to monitor collection efforts and account status.
• Ensure compliance with all federal and state debt collection laws, legal requirements, and company policies.
• Identify and communicate potential underwriting trends or issues contributing to delinquent accounts.
• Provide informed, professional, and accurate service to borrowers while maintaining confidentiality.
• Willingness and ability to work occasional evening and weekend shifts as business needs require.
• Perform other related duties as assigned.

• 1-3 years of experience in mortgage servicing, collections, banking, or customer-facing phone-based roles is required.
• Prior mortgage or banking experience is preferred.
• Experience working with delinquent accounts or borrower outreach is preferred.
• ICE MSP experience is a plus.

• High school diploma or GED required.

• Strong customer service and customer-facing skills.
• Previous experience working in a phone-based customer service or collections environment.
• Ability to communicate clearly and effectively, both verbally and in writing.
• Strong analytical and problem-solving skills.
• Ability to build rapport with borrowers while handling sensitive financial conversations.
• Strong listening skills and the ability to remain professional in difficult situations.
• Ability to handle high-pressure environments where customers may be upset, adversarial, or reluctant to accept assistance.
• Strong time management and organizational skills with the ability to prioritize tasks and meet deadlines.
• Detail-oriented with excellent accuracy and follow-through.
• Ability to work independently while also contributing as part of a collaborative team.
• Proficiency with Microsoft Excel, Outlook, general PC applications, and computer systems.

• Ability to sit for extended periods while working at a computer.
• Frequent use of a computer, keyboard, and telephone throughout the workday.
• Ability to occasionally stand, walk, and lift up to 10 pounds.

This is a remote position. Candidates must reside within commuting distance of Grand Rapids, MI for occasional meetings and training, as needed.

Required Work Schedule:

• Tuesday – Friday: 8:30 AM – 5:00 PM ET (Remote)
• Assigned late shift (Monday): 10:00 AM – 6:30 PM ET

This schedule is an essential requirement of the position.

As an Early Intervention Specialist I, you'll play a vital role in helping borrowers navigate difficult financial situations while making a meaningful impact on their financial future. You'll join a supportive team that values collaboration, exceptional member service, and professional growth.

If you're looking for an opportunity to build your career with a company that is dedicated to your success and committed to helping people, we'd love to hear from you.

Apply today and become part of the Member First Mortgage team!