Default Service Specialist Senior
5 days ago
Location: On site at location listed in job posting
At First Horizon Bank Operations, we are on a mission to deliver a seamless customer experience. We are passionate about doing things right and doing the right things. We collaborate with each other and with our internal business partners to delight our customers. We believe in creating an environment where everyone's ideas are valued so that the team operates at its best. Our team members serve with humility and a deep commitment to their responsibility to be the best at serving their customers one opportunity at a time.
Position Overview:
The Single Point of Contact (SPOC) Default Servicing Specialist role is responsible for providing delinquent or imminent default real estate borrowers with a direct point of contact that will assist them through the loss mitigation servicing process when considering home retention or non-retention options. In addition, customers in default or imminent danger of default (not limited to real estate products), contact SPOC for assistance in assessing, resolving and executing appropriate workout solutions.
We are seeking a dedicated, disciplined individual who excels in a team environment, who takes ownership and who is enthusiastic about a job well done.
Essential Duties and Responsibilities:
- Models high level of sincere empathy and sensitivity with customers when communicating difficult, and oftentimes, life-impacting solutions.
- Cross-collaborates with inter-department teams and other business lines, exhibiting outstanding customer service, communication skills, researching, resolving issues, and maintaining a sense of urgency to keep customer requests within regulations.
- Reviews all information the borrower has provided in connection with a loss mitigation application for submission to underwriting including, but not limited to, income and credit, in addition to entry into the application system.
- Fosters a positive team and working environment.
- Communicates effectively with a diverse population of borrowers.
- Handles all situations in a professional, ethical manner.
- Escalates special situations or problems, as necessary.
- Consistently meets quality control and data integrity standards utilizing required systems.
- Empowered to make decisions within his or her level of authority for determining when a complete package, missing documents, or post-approval stipulations have been received.
- Responsible for contacting and providing the borrower with accurate information pertaining, but not limited, to the following:
- Loss mitigation options available to the borrower.
- Collection of sensitive borrower income documentation for application entry to include, but not limited to, tax returns and paycheck stubs.
- Actions the borrower must take to be evaluated for loss mitigation options, including requirements to submit a complete loss mitigation application.
- Applicable loss mitigation deadlines for returning documentation required to decision a borrower’s mortgage loan application for a workout/modification program.
- The status of any loss mitigation application that the borrower has submitted.
- Actions the borrower must take to appeal the modification denial, when applicable.
- The circumstances under which the borrower may be referred to foreclosure.
- Assist borrower with making payments (negotiates/facilitates sense of urgency) when monies are owed, up to and including asking for delinquent payments, taking check by phone payments, and setting up payment arrangements (including follow-up on loan repayment agreements).
- Assistance/guidance to borrowers with the completion of any/all documents in the workout package, when applicable.
- Other duties as assigned.
Customer contact includes, but is not limited to, the following:
- Being available to take incoming and make outgoing calls to/from borrowers regarding their requests for:
- Customer assistance, which may or may not pertain to hardship assistance
- Modification package information
- Documentation being requested and/or sent with sense of urgency timeline
- How to complete the package documents by walking the customer through requirements and needs
- Providing a current status of where we are in the process (modification, short/long term assistance)
- Making payments by taking check by phone payments
Abilities:
- Customer centric focus
- Ability to analyze and make decisions for complex borrower requests
- Knowledge of consumer banking, mortgage loans, credit bureaus, real estate, and income calculations
- Ability to work under pressure and meet deadlines
- Ability to evaluate situations and make appropriate business decisions
- Ability to manage multiple and/or conflicting responsibilities
- Ability to work well with others and build rapport in business situations
- Ability to promote the appropriate company image and maintain a professional attitude
- Ability to work independently and without direct supervision
- Ability to work in contact center environment, to include wearing a headset
Skills:
- Excellent computer skills with strong knowledge of email and Microsoft Office
- Strong verbal and written communication skills
- Exceptional organizational and time management skills
- Problem solving skills
- Attention to detail and ability to identify potential issues
Education and/or Work Experience Requirements:
- College graduate preferred or equivalent experience in related field.
- 1-2 years of experience in banking, consumer lending operations, or customer service.
- Helpful to have default servicing, collections, loss mitigation experience with understanding of modifications, FDCPA, UDAAP, FFIEC regulatory guidance.
Note:
- As part of the employment process for this position, you will have to meet the requirements of a personal credit check. This position requires compliance with the S.A.F.E. Mortgage Licensing Act of 2008 and all related regulations. Ongoing employment is contingent upon meeting all such requirements.
Physical Requirements:
- Basic keyboarding or other repetitive motions
- Lifting/pushing objects
- Must be able to talk, listen and speak clearly on telephone
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
- Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
Hours / Location:
- 8:30 AM – 5:00 PM / Monday - Friday
About UsFirst Horizon is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. With $81.7 billion in assets as of December 31, 2023, we serve clients through a team of approximately ~7,300 associates and ~418 banking centers throughout the southeastern United States. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. First Horizon has been recognized as one of the nation’s best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank.
Benefit Highlights
• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits
Corporate Diversity Commitment:
We remain committed to creating a more equitable society, and that starts with our associates, our clients, and the communities we serve. We do this by elevating equity, providing capital and counsel, and committing to excellence in everything we do.
Follow UsFacebook
X formerly Twitter
LinkedIn
Instagram
YouTube
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
-
Default Service Specialist Senior
5 days ago
Farragut, United States First Horizon Bank Full timeLocation: On site at location listed in job posting At First Horizon Bank Operations, we are on a mission to deliver a seamless customer experience. We are passionate about doing things right and doing the right things. We collaborate with each other and with our internal business partners to delight our customers. We believe in creating an environment where...
-
Mail Processing Specialist
2 weeks ago
Farragut, Iowa, United States United States Postal Service Full timeJob Summary:The United States Postal Service is seeking a highly motivated and detail-oriented individual to join our team as a Mail Processing Specialist. As a Mail Processing Specialist, you will play a critical role in the processing and handling of mail, ensuring timely and efficient delivery to our customers.Key Responsibilities:* Sort and process mail...
-
Veterinary Emergency Care Specialist
2 months ago
Farragut, Iowa, United States USVTA LLC Full timePosition OverviewUSVTA LLC is on the lookout for a dedicated Associate Veterinarian to enhance our dynamic team.We are particularly interested in candidates for either part-time or full-time roles to support our daytime emergency and urgent care services. Shifts are available on weekdays and weekends, running from 8 am to 5 pm, inclusive of a one-hour lunch...
-
Patient Services Coordinator
2 months ago
Farragut, United States Anne Arundel Dermatology Full timeHealthcare Front Office Specialist at Anne Arundel DermatologyWe are seeking a committed Healthcare Front Office Specialist to enhance our operations at Anne Arundel Dermatology. In this vital role, you will be instrumental in delivering outstanding service to our patients.Key Responsibilities:Welcome patients with a warm and professional demeanor.Coordinate...
-
Open Enrollment Specialist
3 weeks ago
Farragut, United States US Health Services Full timeOpen Enrollment Specialist Please double check you have the right level of experience and qualifications by reading the full overview of this opportunity below. You'll work directly with Americas self-employed, small business owners and individuals to help them access a product suite of affordable benefits and business services. Our clients are looking for...
-
Insurance Account Specialist
2 weeks ago
Farragut, United States Vanessa Brown - State Farm Agent Full timeJob OverviewWe are seeking a highly skilled Insurance Account Specialist to join our team at Vanessa Brown - State Farm Agent. As a key member of our agency, you will play a vital role in growing our business through meaningful client relationships and exceptional customer service.Key ResponsibilitiesManage client accounts and update information in our...
-
Culinary Specialist
2 months ago
Farragut, United States Smoky Mountain Brewery Full timeJob OpportunitySmoky Mountain Brewery is seeking a skilled Culinary Specialist to join their team in Knoxville.The ideal candidate will be responsible for preparing products for the kitchen, maintaining accuracy of product temperatures, and ensuring a clean and sanitary work environment. Additionally, they will perform all food preparation procedures...
-
Farragut, Iowa, United States Apple Speech And Educational Servic Full timeJob Title: In Home Early Intervention Child Development Specialist TherapistWe are seeking a highly skilled and compassionate Child Development Specialist Therapist to join our team at Apple Speech and Educational Services, Inc. As a key member of our multidisciplinary team, you will provide early intervention services to children with developmental delays...
-
Dental Hygiene Specialist
3 weeks ago
Farragut, United States Quality Talent Group Full timeAbout the JobWe are seeking a highly skilled Dental Hygiene Specialist to join our team at Quality Talent Group. As a key member of our patient care team, you will be responsible for providing exceptional oral health care to our patients.Key ResponsibilitiesConduct thorough dental hygiene exams and provide personalized care to patientsDevelop and implement...
-
Nurse Ambulatory Care Specialist
2 weeks ago
Farragut, Tennessee, United States DaVita Full timeMake a Difference in Patients' LivesAs a Nurse Ambulatory Care Specialist at DaVita, you will have a profound impact on patients and their families by delivering compassionate, professional dialysis-related nursing services in an outpatient setting.Our goal is to provide the highest level of care to our patients, ensuring their safety, comfort, and...
-
Clinical Nurse Specialist
6 days ago
Farragut, United States Soleo Health Inc Full timeAbout the RoleThe Clinical Nurse Specialist - Infusion Therapy will provide comprehensive care to patients receiving infusion therapy, administering IVIG, biologics, and other infusible or injectables as ordered.Key Responsibilities:Provide direct patient care, conducting comprehensive nursing assessments and establishing peripheral intravenous lines and...
-
Farragut, United States Knoxville TVA Employees Credit Union Full timeThe full-time schedule for this position is 9:15 a.m. - 8:15 p.m. Tuesday through Friday (four 10-hour days per week) and one Saturday per month.Our Mission is to help Members grow financially.Our Vision is to be Members' First Choice for all Financial Services.We can achieve these goals through our commitment to providing excellent service to our membership...
-
Farragut, United States Knoxville TVA Employees Credit Union Full time $17 - $19The full-time schedule for this position is 9:15 a.m. - 8:15 p.m. Tuesday through Friday (four 10-hour days per week) and one Saturday per month.Skills, Experience, Qualifications, If you have the right match for this opportunity, then make sure to apply today.Our Mission is to help Members grow financially.Our Vision is to be Members' First Choice for all...
-
Retail Sales Representative
3 weeks ago
Farragut, United States Spectrum Full timeAbout the RoleSpectrum is seeking a highly motivated and results-driven Retail Sales Specialist to join our team. As a Retail Sales Specialist, you will be responsible for meeting and exceeding sales goals while delivering exceptional customer service to our customers. You will be the face of our company, and your ability to communicate effectively and build...
-
Dietary Assistant
4 weeks ago
Farragut, United States Goodworks Unlimited Full timeJob SummaryWe are seeking a friendly and attentive Dining Attendant/Wait Staff to join our team at The Villages of Farragut, a retirement community for active and independent seniors. As a Dining Attendant/Wait Staff, you will provide exceptional customer service to our residents and guests, ensuring a positive dining experience.ResponsibilitiesTake and...
-
District Support Pharmacist
2 weeks ago
Farragut, United States CVS Health Full timeJob SummaryCVS Health is seeking a highly skilled and dedicated Pharmacist Support Specialist to join our team. As a key member of our pharmacy operations team, you will play a critical role in ensuring the delivery of exceptional patient care and services.Key Responsibilities:Support the management and oversight of pharmacy operations, including patient...
-
Banking Professional
3 weeks ago
Farragut, United States First Horizon Bank Full timeAbout the RoleWe are seeking a highly skilled and versatile Banking Professional to join our team at First Horizon Bank. As a Universal Banking Specialist, you will be responsible for providing exceptional customer service, processing financial transactions, and working with clients to open and administer their accounts.Key ResponsibilitiesCollaborate with...
-
Certified Nursing Assistant
2 weeks ago
Farragut, Tennessee, United States NHC Full timeNurse Aide Role SummaryAt NHC, we are seeking a compassionate and dedicated Nurse Aide to join our team. As a Nurse Aide, you will provide direct and indirect patient care activities under the direction of a Licensed Practical Nurse. Your responsibilities will include assisting residents with activities of daily living, providing for personal care, and...
-
Veterinarian Position at Chatoak Animal Hospital
2 weeks ago
Farragut, Iowa, United States USVTA LLC Full timeJob OverviewChatoak Animal Hospital is seeking an Associate Veterinarian to join their team. The ideal candidate will have a Doctor of Veterinary degree and active Veterinary State License. The role involves providing emergency and urgent care services, performing surgeries, and working collaboratively with other veterinarians and staff members. The hospital...
-
Insurance Account Specialist
2 weeks ago
Farragut, United States Cindy Doyle - State Farm Agent Full timeJob OverviewAs a key member of Cindy Doyle - State Farm Agent's team, we are seeking a highly motivated and results-driven Insurance Account Position to join our agency. This role is ideal for individuals who are passionate about building strong relationships with clients and providing exceptional service.Responsibilities:Manage client insurance accounts and...