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MUFG Union Bank Mortgage Assistance Specialist in San Diego, California


Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2018). In the Americas, we’re 140,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, developing positive relationships built on integrity and respect. It’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. We’re a team that accepts responsibility for the future by asking the tough questions and owning the solutions. Join MUFG and be empowered to make your voice heard and your actions count.

Reporting to Underwriter 1, the Mortgage Assistance Group Specialist is responsible for acting as single point of contact for the Bank consumers who have been identified as meeting criteria for Mortgage Assistance Group inclusion for Loss Mitigation or Foreclosure processes. Effectively manage complex relationships with internal and external customers of the bank, while adhering to all state and federal guidelines, such as the Fair Debt Collections Practice Act (FDCPA).

Major Responsibilities:


  • Act as single point of contact for consumers in all stages of Loss Mitigation or Foreclosure process on Residential or Real Property loans of all types.

  • Effectively demonstrate a professional level of competency in all stages of Loss Mitigation and Foreclosure processes and requirements for all states in which the Bank holds collateral.

  • Obtain reason for delinquency and offer alternative solutions to resolve delinquency e.g., referral to Consumer Credit Counseling Services, due date changes, deferrals, short term repayment plans, as well as formal Loss Mitigation plans, such as modifications.

  • Have a thorough understanding of the Bank's Loss Mitigation solutions and demonstrate that understanding to the consumer in a professional and collaborative manner.

  • Partner with associated departments and business units to achieve the appropriate solution in a timely and professional manner.

  • Demonstrate a professional level understanding of time management and adherence to department and bank standards surrounding consumer contact.

  • Duties will include, but not be limited to, use of phones and letters in making contact with consumers, managing assigned calling queues in accordance with departmental and bank standards and ensuring that Regulatory requirements, such as California SB1137 or Washington HB1362, are strictly complied with.


  • Effectively manage work queues, keeping them up to date and appropriately documenting in the systems of record all consumer contact, requests for activity from other business units and next steps in Loss Litigation or Foreclosure processes.

  • Appropriately communicate such information to affected parties, including the consumer, in a clear and collaborative manner.

  • Clearly demonstrate an understanding of all individual, unit and department performance objectives and partner with the Mortgage Assistance Group team and with the leadership of this team to achieve these goals.



  • A thorough working knowledge of departmental policies and procedures, as well as credit bureaus and other credit related reports.

  • Requires an in-depth knowledge of Fair Debt Collection Practices Act (FDCPA), as well as Fair Lending and Fair Housing Acts and any other related state or federal mortgage loan servicing requirement, including knowledge of related bankruptcy laws.

  • Requires advanced reading, spelling and math skills.

  • Also requires professional level written communication skills and oral negotiation skills.

  • Working knowledge of MSP software, phone and Noble dialer platform experience is preferred.

  • Knowledge of the Bank proprietary software, as well as 10 key by sight, typing 40-50 wpm and basic PC and mainframe skills is also required.

  • Requires a high school diploma (or G.E.D.) and 2 to 4 years experience in mortgage related collections activities.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.

Job: Customer and Client Services

Primary Location: CALIFORNIA-San Diego

Other Locations: ARIZONA-Tempe

Schedule Full Time

Shift Day

Req ID: 10035623-WD