Early Intervention Specialist - HYBRID

Early Intervention Specialist I

Job Location: Grand Rapids, MI
Remote Type: Hybrid
Position Type: Full Time

Member First Mortgage is seeking an Early Intervention Specialist I to join our Home Preservation team. This role serves as the primary point of contact for borrowers with delinquent mortgage accounts and focuses on early outreach, borrower engagement, and loss mitigation efforts. If you are empathetic, goal-focused, and enjoy helping borrowers navigate challenging financial situations, this may be the opportunity for you.

In this role, you will proactively manage delinquent mortgage accounts, communicate with borrowers to understand the causes of delinquency, and discuss available payment options and assistance programs. You will ensure compliance with all federal and state regulations while maintaining accurate documentation and system records. This is an excellent opportunity to join a collaborative team in a fast-paced, service-oriented environment.

Founded on the credit union philosophy of “People Helping People,” Member First Mortgage provides full-service mortgage solutions to over 200 credit unions nationwide. Our commitment to honesty, integrity, and exceptional member service ensures a supportive, collaborative, and rewarding workplace for our employees.

• Generous and competitive healthcare packages

• Employer-paid short-term and long-term disability

• Employer-paid life insurance

• 100% employer-paid vision coverage

• 401(k) with match

• 20 days PTO — no waiting period

• Fun, collaborative, team-focused environment

• Serve as the primary point of contact for borrowers with delinquent mortgage accounts.

• Monitor and manage delinquent accounts up to 120 days past due, including outreach at the 15, 30, 60, and 90-day delinquency stages.

• Make outbound collection calls in a professional, empathetic manner and respond to inbound borrower calls and written communications.

• Prepare and send required written notices related to delinquent accounts.

• Research borrower information to confirm valid contact details.

• Analyze borrower financial situations to determine causes of delinquency and discuss available payment options, including government assistance programs.

• Refer and escalate accounts as needed for further review.

• Accurately update system notes and codes to track collection efforts and account status.

• Comply with all federal and state debt collection laws and internal company policies.

• Identify and communicate trends related to loan underwriting that contribute to delinquency or charge-offs.

• Willingness and ability to work some evening shifts as needed.

• Perform additional duties as assigned.

• 1–2 years of experience in mortgage servicing, collections, or customer-facing phone-based roles is required.

• Experience working with delinquent accounts or borrower outreach is preferred.

High school diploma or GED is required.

• Strong customer service and problem-solving skills.

• Team- and goal-focused mindset with empathy for others.

• Strong interpersonal and communication skills, both verbal and written.

• Ability to communicate clearly with borrowers in sensitive financial situations.

• Strong time management and organizational skills with the ability to meet deadlines.

• Ability to work independently with attention to detail.

• Proficiency in Microsoft Excel, Outlook, and general PC applications.

Ability to sit for extended periods, work at a computer, and handle light office tasks. Must be able to lift up to 10 pounds occasionally.

This is a hybrid position requiring both remote work and in-office attendance at our Grand Rapids office. Candidates must live locally to Grand Rapids.

Required in-office schedule:

• Every Monday

• Rotating Thursdays/Fridays

Additional required availability:

• Wednesdays from 10:00 AM – 6:30 PM ET

These schedule requirements are essential to the role and are non-negotiable.

If you are looking for a company that is dedicated to your success and is ethically motivated to provide exceptional member service, we encourage you to apply!