Meet our 2022 Salute to Excellence Finalists!


Loss Mitigation Specialist



Job Summary

Coordinates, analyzes and administers functions relating to the evaluation of borrowers seeking relief alternatives during a mortgage financial default and borrower account administration. This work requires direct contact with the public, the exercise of good judgment and the application of Tennessee Housing Development Agency (“THDA”) policies and procedures as they relate to the application of payments, collection of amounts past due, loss mitigation, borrower counseling and other general customer service inquiries.

Job Responsibilities

  • Makes outgoing calls to customers to attempt to assess reasons for default and determine appropriate alternatives consistent with the case details and to arrange satisfactory agreement to bring accounts back into a current standing.
  • Answers incoming phone calls and responds to customer requests for information on their accounts.
  • Sets active follow up arrangements on accounts, records notes and financial data.
  • Provides primary phone support through the Loan Servicing call center including incoming and outgoing follow up communications.
  • Follows insurer guidelines for delinquent account management and collects documentation of loss mitigation efforts to support account activity.
  • Provides assistance with borrower counseling, loss mitigation processing and foreclosure avoidance.
  • Provides assistance with mailing letters, forms or other customer contact.
  • Assists customers with web site functionality, password resets, and other requests for account data.
  • Maintains and files electronic information to customer accounts with proper noting and documentation.
  • Assists with error resolution and customer complaint tracking.
  • Provides back up for other Loan Servicing functions.


  • High school diploma or GED.
  • Collections experience, with mortgage collections experience preferred.
  • Successful completion of Mortgage Bankers Association, “Mortgage Servicing Basics Course” preferred.
  • Excellent customer service skills.
  • Excellent telephone etiquette.
  • Excellent verbal and written communication skills.
  • Strong analytical skills.
  • Ability to accurately enter data into electronic systems.
  • Strong interpersonal skills.
  • Builds and maintains positive relationships with internal and external constituents.
  • Ability to work effectively as part of a team.
  • Ability to plan and organize a large workload.
  • Maintains high level of confidentiality.
  • Strong organizational and time management skills; uses time effectively; consistently meets deadlines.
  • Documents regularly, thoroughly, accurately, and completely with a high level of detail.
  • Ability to read, follow and interpret instructions, regulations and policies.
  • Exercises good and consistently fair judgment, courtesy, and tact in dealing with the staff and public in giving and obtaining information.
  • Computer literate; proficient in Microsoft Word, Excel, Outlook, and the internet; able to effectively adapt to and use other computer systems as needed for daily activities.

Additional Information


THDA offers an excellent benefits package:  medical, dental, vision, and life insurance options; disability insurance; retirement plans; flexible benefit pre-tax accounts for medical, dependent care, transportation, and parking; annual leave and sick leave that begin accruing after the first month of employment; and 11 paid holidays per year.  We also offer work-life balance opportunities through alternative work schedules, flexible schedules, and telecommuting.

How to Apply

                                                               APPLICATION MUST BE COMPLETE AND RESUME ATTACHED FOR CONSIDERATION.



  • Date Posted: May 26, 2022
  • Type: Full-Time
  • Job Function: Other
  • Service Area: Other