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Collection Specialist
2 months ago
POSITION SUMMARY : Completes activities relating to the collection of mortgage amounts due and borrower account administration. This work requires direct contact with the public, the exercise of good judgment and the application of Tennessee Housing Development Agency (THDA) policies and procedures as they relate to the application of payments, collection of amounts past due, loss mitigation, borrower counseling and other general customer service inquiries.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Makes outgoing calls to customers to attempt to assess reasons for default and make satisfactory arrangements to bring accounts back into a current standing.
Answers incoming phone calls and responds to customer requests for information on their accounts.
Sets active follow up arrangements on accounts, records notes and financial data.
Provides primary phone support through the Loan Servicing call center including incoming and outgoing follow up communications.
Follows insurer guidelines for delinquent account management and collects documentation to support account activity.
Provides assistance with borrower counseling, loss mitigation and foreclosure avoidance.
Provides assistance with mailing letters, forms or other customer contacts.
Assists customers with web site functionality, password resets, and other requests for account data.
Maintains and files electronic information to customer accounts with proper noting and documentation.
Assists with error resolution and customer complaint tracking.
Provides back up for other Loan Servicing functions.
MINIMUM QUALIFICATIONS
High school diploma or GED.
Collections experience, with mortgage collections experience preferred.
Telephone customer service experience.
Successful completion of Mortgage Bankers Association “Basics of Mortgage Servicing” course preferred.
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