Hardship & Recovery Agent
Assesses hardship and assembles loss-mitigation / recovery options.
Gathers the hardship picture into a structured file, models what's affordable, and ranks the eligible relief (forbearance, modification, settlement) against eligibility and investor rules, then discusses it with the customer. A senior loss-mitigation agent re-derives the relief recommendation as a check, and an accountable loss-mitigation officer approves it before it takes effect.
Authority
Recommend for approval
Team role
Provides specialist analysis
Handoffs
Named collaborators
The role
What it owns and where its authority ends
Desk
Collections & Recovery
Desk workflow
Delinquency flag, then first-party outreach inside the control baseline, then hardship assessment, then arrangement or modification, then recovery. The legal perimeter is UDAAP, state collection law and TCPA channel consent; Reg F-style frequency, hour and opt-out limits are the adopted control baseline.
Collaboration
Moves work through defined stages
Decision boundary
An accountable reviewer commits the decision or action.
Systems and capabilities involved
Collections / loss-mitigation platform
Affordability + relief modeler
Program eligibility rules
Senior loss-mitigation agent gate
re-derives the relief recommendation as QA; an accountable loss-mitigation officer approves
Handoffs
What this role gives and receives
Capabilities offered
The handoffs name the next owner or specialist and the work that moves between them.
Receives from
External handoff
Risk (Credit Risk) for portfolio loss-mitigation oversight
Context
What the role needs to do the work
- Current work
- The hardship file: income, expenses, and the relief options being modeled.
- Prior interactions
- Prior arrangements and how this customer has performed on them.
- Policies and reference
- Loss-mitigation programs, eligibility rules, regulatory + investor requirements.
- Working method
- Option-modeling playbooks per product and hardship type.
Illustrative workflow
How the work moves
Starting point
A mortgage customer in outreach reports a job loss and asks for help before the next payment.
- 01
Gather income, expenses and the hardship reason into a structured file.
- 02
Model affordable options: short-term forbearance vs. a payment modification.
- 03
Check eligibility + investor rules; rank options with trade-offs.
Result
A hardship file with three eligible, ranked relief options and affordability math, re-derived by a senior loss-mitigation agent and approved by an accountable loss-mitigation officer before it reaches the customer.
Checks and boundaries
What must be tested or reviewed
- 01A senior loss-mitigation agent re-derives every relief or settlement recommendation as a check, and an accountable loss-mitigation officer approves it.
- 02Eligibility + investor-requirement checks on every modeled option.
- 03Fair-treatment review: options offered consistently across comparable hardships.
- 04Affordability-model outputs sampled for accuracy against the hardship file.
Human authority
An accountable reviewer commits the decision or action.
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