The Rate & Term Retention Specialist is responsible for executing BSI’s borrower retention program for Non-Agency and Non-QM mortgage loans. This role identifies at-risk borrowers before payoff or refinance and presents a streamlined rate and term modification as an alternative to traditional refinancing. The specialist manages the full lifecycle of the retention offer, ensuring compliance with investor guidelines and regulatory requirements.
Responsibilities
Identify borrowers eligible for the retention program through both reactive and proactive channels
Present the rate and term retention offer to borrowers clearly and compliantly, using approved call scripts and disclosures
Educate borrowers on the program structure, benefits, and borrower fee, and answer questions regarding how the modification differs from traditional refinancing
Escalate or transfer borrowers requesting a cash-out option to the Lending / Originations team
Collect borrower documentation required to evaluate and process retention modifications
Initiate, process, and track modification applications from submission through document issuance, targeting a 20–25 day cycle
Coordinate with Loss Mitigation processors and the Underwriting team to ensure timely decisioning and document preparation
Communicate with borrowers throughout the process to maintain engagement, manage expectations, and ensure executed modification documents are returned by required deadlines
Ensure all program activity is logged accurately in the servicing system (Sagent) and in the program tracking report
Monitor alerts for at-risk loan population and action flagged accounts in accordance with program workflows
Ensure all outbound contact activity complies with TCPA consent requirements
Adhere to all applicable RESPA, state, and investor disclosure requirements throughout the modification process
Collaborate with Customer Care on inbound payoff calls that result in a retention referral, ensuring warm handoffs are handled professionally and tracked
Identify process gaps, documentation issues, or borrower objection trends and escalate to the program manager for continuous improvement
Maintain required knowledge of Non-Agency loan characteristics, investor guidelines, and applicable regulatory requirements for rate and term modifications
Requirements
Borrower and client focus, ability to present complex financial options clearly and empathetically
Strong verbal communication and active listening skills; professional phone presence
Ability to identify borrower needs and match them to program eligibility criteria
Negotiation and objection handling, comfortable working through borrower hesitation or skepticism
Millions of jobs, with real people getting hired every day
200,000+
New jobs added daily
7,000,000+
Verified job listings
1,000,000+
Tailored applications submitted
Attention to detail in documentation, data entry, and compliance adherence
Time management, ability to manage a pipeline of concurrent cases against defined SLAs
Problem solving and sound judgment in escalation decisions
Teamwork and cross-functional collaboration across Loss Mitigation, Customer Care, and Underwriting
Discretion in handling confidential borrower and loan data
Adaptability in a fast-paced, evolving program environment
Minimum 1–2 years of mortgage servicing, loss mitigation, or loan origination experience required
Knowledge of TCPA compliance requirements for outbound consumer contact required
Proficiency in Microsoft Office, specifically Excel, Word, and Outlook
High school diploma or equivalent required
Nice to have:
Prior experience working retention, modification, or customer-facing collections in a mortgage environment strongly preferred
Familiarity with Non-Agency, Non-QM, or Jumbo loan products preferred
Working knowledge of mortgage modification processes, including trial plans, document execution, and recording requirements
Experience with Sagent or comparable servicing and modification platforms preferred
Associate’s or bachelor’s degree preferred
Benefits
Full benefits package includes medical, dental, and vision
100% company-paid life insurance and disability coverage
401K with company matching
17 days PTO (increases with tenure)
9 company paid holidays
Important Details
Schedule: Monday through Friday (8:00 a.m. to 5:00 p.m.) and one mandatory Saturday per month (8:00 a.m. to 12:00 p.m.)
About the Company
BSI Financial, founded in 1986, provides financial services that support sustainable home ownership. Its clients include lenders and investors who make home financing possible. BSI Financial has been ranked multiple times in the SMU Dallas 100 list of the fastest growing companies in North Texas and was twice named to the Inc. 5000 list of the fastest growing U.S. companies.
