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Default Counselor

Posted: 11/20/2025
Mortgages

RIHousing – Default Counselor
Salary - $53,414.00 - $66,767.00
What it’s all about:
We are seeking a dynamic professional to serve as a Default Counselor in our Loan Servicing Department. This position is accountable for mortgage counseling and collections through foreclosure to ensure minimal risk exposure to Rhode Island Housing.

This is a hybrid position based in Providence, Rhode Island, where you will be an integral part of our Loan Servicing team. The role is designed for face-to-face collaboration and direct involvement in our office environment.

What you’ll do on a daily basis:        
This position works with borrowers who are behind on their mortgage payments, providing counseling and support to help them avoid default or more serious legal action. Outreach is conducted via phone, written communication, and face-to-face counseling to achieve quality right-party contact and determine the reason for default.
 
Key responsibilities include:
  • Administering the collections process in compliance with internal policies, regulatory guidelines, sub-servicer requirements, and investor standards, including delinquency reporting to appropriate investors and insurers.
  • Contacting delinquent borrowers to provide counseling, cure defaults, and make referrals for loan workouts or foreclosure action, in accordance with Consumer Financial Protection Bureau (CFPB) regulations regarding Quality Right Party Contact (QRPC).
  • Requesting financial hardship documentation and arranging repayment or forbearance plans in line with internal and regulatory guidelines.
  • Initiating delinquency notices, demand letters, skip tracing, and property inspections as needed.
  • Maintaining and documenting all borrower communications in the customer contact log and monitoring loan status via the delinquency reporting queue.
  • Researching and resolving payment issues, reviewing requests for late charge waivers, and handling borrower complaints in compliance with CFPB customer complaint tracking requirements, using de-escalation techniques as appropriate.
  • Processing one-time electronic and non-electronic payments as requested.
  • Assisting customer service with questions regarding delinquent loans, tracking progress, and monitoring delinquency trends.
  • Supporting loss mitigation by communicating available options prior to referral, identifying loans for potential legal action, and assisting with Home Secure Program outreach and tracking.
What you’ll bring to the team:
  • Strong knowledge of CFPB regulations, including Quality Right Party Contact (QRPC) and customer complaint tracking requirements.
  • Ability to collaborate with customer service staff, monitor delinquent loan portfolios, and support special projects as assigned.
  • Flexibility to work occasional evenings and Saturdays as required. 
What you’ll need to succeed:
  • Three years of experience in mortgage collections and or customer service
  • Knowledge of CFPB, FNMA, FHA, VA, and USDA regulations, as well as private mortgage insurer guidelines
  • Strong negotiation, communication, and organizational skills
  • Associate’s degree in business administration or related field, and or equivalent work experience required
  • Bilingual ability preferred (particularly Spanish or Portuguese)
  • Use of a personal vehicle, a valid driver’s license, and proof of insurance is required.
Not sure if you meet all the qualifications? Let us decide! 

Why RIHousing:
  • Mission-Driven Organization
  • Dedicated Workforce
  • Parking Stipend
  • Medical/Dental/Vision/Life Insurance
  • Paid Time Off
  • Retirement Options
  • Flexible Work Hours
  • If Position Eligible, Future Hybrid Work May Be Available
  • Education Reimbursement
  • Onsite Fitness Classes
  • Volunteer Days
  • Winner of “Best Places to Work” 2016, 2018, 2019, 2021 – 2025
  • Greater Providence Chamber of Commerce Worksite Health Award 2013 – 2025
  • PBN's Healthiest Employers of RI 2025
RIHousing strives to ensure that all people who live or work in Rhode Island can afford a healthy, attractive home that meets their needs.  A good home provides the foundation upon which individuals and families thrive, children learn and grow, and communities prosper.
 
To achieve our mission, we:
  • Offer fair, affordable, and innovative lending programs.
  • Provide housing-related education to consumers and others.
  • Promote and finance sensible development that builds healthy, vibrant communities.
  • Provide housing grants and subsidies to Rhode Islanders with the greatest need.
  • Team up with partners to improve everything we do.
RIHousing uses its resources to provide low-interest loans, grants, education, and assistance to help Rhode Islanders find, rent, buy, build, and keep a good home. Created by the General Assembly in 1973, RIHousing is a privately funded public-purpose corporation. RIHousing requires its employees to be highly motivated and knowledgeable, have a sound understanding of the changing needs of Rhode Island's housing market, be willing to work within and toward a smoothly integrated operation, demonstrate a commitment to serve the people of Rhode Island, especially those with low and moderate incomes in need of safe and affordable homes, and possess a high level of integrity and deep respect for all Rhode Islanders, including customers, partners, and fellow employees.

Default Counselor
RIHousing
Rebecca Barrett

Additional Postings available from RIHousing

Family Self-Sufficiency Coordinator