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MUFG Union Bank Mortgage Assistance Specialist- Remote in United States

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. Across the globe, we’re 180,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.

With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career.

Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.

This is a remote position. A member of our recruitment team will discuss location preferences with you in more detail.

Job Summary:

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).

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.

Have 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.

Major Responsibilities :

70% - 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.

30% - 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.


  • Requires advanced reading, spelling and math skills.

  • 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

  • 10 key by sight, typing 40-50 wpm and basic

  • PC and mainframe skills

  • Requires a high school diploma (or G.E.D.)

  • 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 on the basis of race, color, national origin, religion, gender expression, gender identity, sex, age, ancestry, marital status, protected veteran and military status, disability, medical condition, sexual orientation, genetic information, or any other status of an individual or that individual’s associates or relatives that is protected under applicable federal, state, or local law.