Mortgage Assistance Specialist

Basic Description: The Mortgage Assistance Specialist position is responsible for reaching out to customers to collect payment(s) for past due mortgage accounts. The position may also involve counseling customers on Loss Mitigation. The position may encompass handling task(s) from other areas or projects within Servicing.

This is a fully remote position. We are looking to fill this position in one of the following states that we have offices in: AR, FL, IA, KS, MI, MO, NE, OK, TN, TX.

Responsibilities

• Listens to customer’s story and determines collection strategy; endeavors to collect payments.
• Makes collection calls and/or creates correspondence in regards to agency specific timelines
• Develops basic action plans, techniques and strategies to minimize loss.
• Maintains accurate records of the results of customer contacts on the automated collection system.
• Provides customer service regarding basic collection issues.
• Strong knowledge of federal and state laws and all regulatory and servicing requirements dealing with debt collection.
• Basic knowledge about Loss Mitigation on agency loans: FNMA/FHLMC/FHA/VA/USDA
• Reduces delinquency(s) for assigned accounts
• Enlists the efforts of management when necessary to accelerate the collection process.
• Scans, files, and re-files reports and documents in the bank’s imaging system as related to default services tasks performed.

Requirements

Qualifications

Education

• 2+ years of mortgage experience required.
• 2+ 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

Competencies/Other 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 quickly and independently interpret and apply policy and regulations