Default Specialist

About the role

• The Default Specialist supports the firm’s client service and default operations by monitoring incoming communications, handling assigned telephone calls, documenting borrower and homeowner inquiries, maintaining accurate case and escalation records, and routing matters to the appropriate internal team or client contact. The role provides professional, service-focused communication while supporting work involving foreclosure, bankruptcy, eviction, litigation, and related mortgage default matters. The Specialist reports to the Manager, Client Updates & Metrics and supports matters across the firm’s business lines.

What you'll do

• Accept new matters and establish accurate records in the firm’s case management system using information and documents received from clients and other authorized sources.
• Review documents and enter information into required system fields to identify requirements, deadlines, exceptions, or impediments that may require workflow, follow-up, or escalation.
• Monitor assigned client, shared, and departmental correspondence channels and respond, route, or escalate communications under approved procedures.
• Handle incoming telephone calls professionally, confirm available identifying information, determine the general nature of the inquiry, document the conversation accurately, and route the caller to the appropriate resource when additional review is required.
• Communicate with borrowers and homeowners using approved, procedures, and service standards. Provide only authorized information and do not provide legal advice, servicing decisions, or assurances outside the role’s authority.
• Receive calls involving potential loss mitigation assistance, document the request and any stated need for forms or supporting information, and identify the applicable client, servicer, matter, and response requirements.
• Track and escalate requests to the applicable client or internal owner when a borrower or mortgagor requests documentation, status information, or other assistance related to loss mitigation, when applicable.
• Monitor open borrower and loss mitigation-related requests through completion, perform timely follow-up, and elevate overdue, incomplete, sensitive, or deadline-driven matters to the Manager.
• Maintain quality control standards throughout assigned work and promptly correct or escalate incomplete, inconsistent, or inaccurate information.
• Provide responsive customer service to clients and other authorized contacts, addressing inquiries and concerns promptly, professionally, and within assigned authority.
• Prepare and submit accurate recurring or ad hoc reports regarding workload, call activity, escalations, findings, aging, open items, and completion status as requested.
• Validate checklist-based prerequisites before advancing work and obtain or request resolution of unmet requirements under established procedures.
• Generate notices and other approved communications for statutory or client-required mailings after applicable conditions and
• approvals are satisfied.
• Update client systems and internal or external technology platforms so the matter history, current status, exceptions, communications, and next steps are complete and current.
• Manage assigned workload, meet deadlines, and request assistance or extensions early enough to avoid preventable last-minute escalations.
• Protect confidential client, borrower, homeowner, employee, and firm information in all verbal, written, and system communications.
• Use client directives, training materials, procedures, and available reference resources to research questions and resolve routine impediments. Request help when the correct response or next step is unclear.
• Coordinate with attorneys, operations teams, clients, servicers, and other business partners as required to support accurate and timely handling of assigned matters.
• Provide backup support for other Client Updates & Metrics functions and complete other related duties as assigned by management.

Call Handling and Escalations Standards

• Use a courteous, calm, and neutral tone, including when a caller is upset or the matter is time-sensitive.
• Create clear call notes that include the date, caller, verified matter information, reason for the call, documents or assistance requested, commitments made within approved authority, assigned owner, and required follow-up.
• Immediately notify the Manager of threatened complaints, legal deadlines, sale-related urgency, repeated contact without resolution, privacy concerns, or other matters designated as high risk by firm procedure.
• Follow verification, privacy, confidentiality, and call-handling procedures before discussing matter-specific information.
• Do not interpret legal rights, recommend a loss mitigation option, state that an application is complete, promise an outcome, or represent that a foreclosure or other legal action will be delayed or stopped unless expressly authorized and documented.

Skills and Competencies

• Strong written and verbal communication skills, including professional telephone etiquette and active listening.
• Strong attention to detail, organization, documentation, follow-through, and deadline management.
• Ability to read correspondence and documents carefully, identify key facts, and summarize issues in plain language.
• Sound judgment regarding urgency, confidentiality, escalation, and when to request assistance.
• Ability to manage telephone calls, incoming correspondence, follow-up items, and system updates in a fast-paced environment.
• Ability to learn mortgage default terminology, firm procedures, client requirements, and loss mitigation-related routing expectations.
• Proficiency with Microsoft Outlook, Word, Excel, Teams, SharePoint, and office-based technology.
• Ability to work independently in a remote environment while remaining responsive, available, and connected to the team.
• Dependability, professionalism, adaptability, analytical thinking, and a service-focused approach

Qualifications

• High school diploma or equivalent required.
• Customer service, call center, administrative support, legal services, mortgage servicing, loss mitigation support, or another deadline-driven office environment preferred.
• Experience entering and maintaining accurate information in case management systems, trackers, client platforms, or similar business systems preferred.
• Ability to maintain confidentiality, follow written procedures, and work within clearly defined authority.

Physical and Work Requirements

• Position may be performed remotely from Texas or Oklahoma, subject to firm approval and business needs.
• Regular and reliable attendance during assigned business hours is required.
• Ability to communicate by telephone and video, use a computer and standard office equipment, and remain at a workstation for extended periods with customary breaks.
• A reliable internet connection and a private workspace suitable for handling confidential information are required for remote work.
• Occasional travel or in-person attendance may be required for training, meetings, or firm events.

GENERAL STATEMENT

This description summarizes the general content and requirements of the position. It is not an exhaustive list of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions