Job Details

HOPE Overview

HOPE (Hope Enterprise Corporation, Hope Credit Union and Hope Policy Institute) provides financial services; leverages resources; and engages in advocacy that strengthens the financial health of people in under-resourced Deep South communities. Since 1994, these efforts have benefited more than three million people in Alabama, Arkansas, Louisiana, Mississippi and Tennessee, and influenced billions in persistent poverty communities across the nation. Learn more at

Title: Mortgage Outreach Specialist

Department: Mortgage- Loan Servicing

Reports To: VP, Loan Servicing

Supervises: None

Job Classification: Part-time, Non-exempt

Location: Remote - AL, AR, GA, LA, MS, TN

Job Summary

The Part-Time Outreach Specialist for Hardship Assistance at HOPE Credit Union plays a vital role in supporting members facing financial difficulties. The position's primary purpose is to serve as the Single Point of Contact (SPOC) for members applying for hardship assistance, providing essential outreach and guidance. This part-time role operates during evening hours (5-9 pm) and on Saturdays (8 am-12 pm) to ensure members have access to support outside of regular business hours. The Outreach Specialist will be responsible for conducting live outreach calls, assisting with hardship applications, and performing administrative tasks related to documentation and reporting. This position will execute targeted outreach efforts to specific delinquency statuses, ensuring proactive and effective communication with members in need of assistance, while continuously evaluating and adjusting strategies based on portfolio needs.

Responsibilities:

• Conduct live outreach calls to members during evening hours (5-9 pm, 4 days a week) and on Saturdays (8 am-12 pm), focusing on engaging members who may be eligible for hardship assistance.
• Serve as the Single Point of Contact (SPOC) for submitting hardship assistance applications, guiding members through the application process with clear and thorough explanations.
• Assist members in understanding available hardship programs, answering questions, and addressing concerns related to their financial challenges.
• Review financial documents submitted by members for completeness and accuracy, ensuring that all necessary documentation is provided before submitting hardship applications.
• Maintain accurate and detailed records of outreach efforts, including the status of hardship applications, communication logs, and outcomes.
• Ensure that all hardship assistance applications are complete, properly documented, and submitted in a timely manner.
• Track and report on the progress of outreach efforts, providing weekly updates on key metrics such as call volume, application submissions, and success rates.
• Execute targeted outreach campaigns, focusing on specific delinquency statuses or delinquency buckets to prioritize members in need of immediate assistance.
• Collaborate with the broader team to continuously evaluate outreach effectiveness and adapt strategies based on performance data and portfolio trends.
• Maintain confidentiality and adhere to all relevant regulatory and compliance standards when handling member information.
• Provide exceptional customer service, ensuring that members feel supported and informed throughout the hardship assistance process.
• Assist in identifying and implementing process improvements for the hardship assistance application and outreach process.

Qualifications:

• Required:
  • Minimum of 3 years of call center experience, specifically assisting members with financial accounts.
  • At least 2 years of experience reviewing personal financial documents for completeness and accuracy.
  • High school diploma or equivalent required; some college coursework in business, finance, or related field preferred.
• Preferred:
  • Experience in the mortgage industry, particularly with hardship assistance or loss mitigation programs.
  • Familiarity with hardship assistance programs, including application processes and documentation requirements.

Key Competencies & Skills:

• Skills:
  • Strong communication skills, both verbal and written, with the ability to engage members effectively.
  • Excellent organizational skills and attention to detail, especially in documenting outreach efforts and reviewing financial documents.
  • Proficiency in using computer systems and software (e.g., Microsoft Office Suite, CRM systems).
  • Ability to handle sensitive member information with confidentiality and professionalism.
  • Ability to work independently and manage time effectively in a part-time role.
  • Strong problem-solving skills and the ability to adapt to changing priorities.
• Personal Attributes:
  • Empathy and patience in working with members facing financial challenges.
  • Self-motivated and results-oriented, with a focus on providing high-quality service.
  • Ability to work a flexible schedule, including evenings and Saturdays.

Work Environment:

• This is a remote position, requiring employees to have a reliable internet connection and a quiet, professional environment for conducting outreach calls during specified hours.
• Employees must be able to maintain focus and productivity while working remotely during evening hours (5-9 pm, 4 days a week) and on Saturdays (8 am-12 pm).
• Consistent communication and collaboration with the team are essential to ensure the effectiveness of outreach efforts.
• The role requires the ability to work independently with minimal supervision, adhering to scheduled hours and meeting outreach goals.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Hope Enterprise Corporation does not participate in or engage in any form of visa sponsorship, including employment-based visa applications or extensions (e.g., H-1B, TN, O-1, OPT, STEM OPT, etc.). Candidates must be legally authorized to work in the United States at the time of application and throughout the duration of employment.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.