Servicing Retention Specialist III

4 weeks ago

Chesterfield, United States Flat Branch Home Loans Inc Full time
Job DescriptionJob DescriptionDescription:

Basic Description: The primary purpose of this job is to collect obligations owed to the mortgage company from borrowers by contacting and counseling members about their delinquent and otherwise defaulted accounts, securing payment(s), payment arrangement(s) and maintaining related written and digital records while complying with all related policies, procedures, and regulations. The position is also responsible for training and supporting staff in the Retention Department.

Responsibilities:

  • Review delinquent and default loans to determine course of actions to be taken and initiates appropriate follow-up activity, maintaining on-line chronological records of all facts, information developed, actions taken, and results.
  • Work an established list of mortgage loans in both a manual and automated collection environment for delinquent and defaulted loans up to and including foreclosures.
  • Determine reason for delinquency, while providing options and/or repayment plans to assist the member.
  • Counsel and solve routine as well as occasional advanced collection and defaulted loans.
  • Submit requests for deferments and other financial hardship assistance as defined in procedure.
  • Contact third parties such as relatives of the delinquent member, employers, personnel officers, creditors on credit bureaus for determining location/whereabouts of the member. Performs skip-tracing activities, as necessary.
  • Assist with maintaining Flat Branch’s compliance with all applicable federal, state, and local laws, regulations, and ordinances by abiding by Flat Branch’s compliance program and all policies, procedures, rules and regulations.
  • Enlists the efforts of management when necessary to accelerate the collection process.
Requirements:

Qualifications & Skills:

  • 2+ years of mortgage experience required.
  • 5+ years of direct experience in Default/Collections
  • Must have working knowledge of mortgage documents & an understanding of the mortgage life cycle.
  • Ideal candidate with have general understanding on servicing agency loans: FNMA/FHLMC/FHA/VA/USDA
  • Previous collection and or phone-based customer service experience preferred at a financial institution is preferred.
  • Strong negotiation and written skills
  • Quality: demonstrates attention to detail, a high degree of self-motivation and initiative.
  • Building and developing relationship with strong customer service skills
  • Judgment: Problem solving, discretion and judgment skills to discover source of exceptions
  • Compliant: To be able to interpret and apply policy and regulations quickly and independently

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