Mortgage Collection Counselor II

Navy Federal•Pensacola, FL

8d•Onsite

About The Position

To control/collect on past due early stage mortgage and equity accounts (1 - 30 days) in delinquency, in accordance with all government, investor, VA/FHA, and Navy Federal rules and regulations. Provide member financial counseling and mitigate loss for Navy Federal. Work under moderate supervision. Perform moderately complex/varied tasks with moderate latitude.

Requirements

Experience in performing clerical or administrative duties/responsibilities
Experience in member/customer service preferably in a call center, retail banking or financial institution
Working knowledge of state and federal laws affecting the collection of delinquent mortgage and equity loans; real estate, bankruptcy and foreclosure
Experience in resolving complex mortgage collection issues and inquiries
Working knowledge of NFCU, Fannie Mae, VA and Freddie Mac and MI guidelines to determine eligibility for mortgage collection
Advanced knowledge of Fair Debt collection Practices Act, Fair Credit Reporting Act and related federal and state consumer protection rules and regulations
Working knowledge of accounting, credit, and/or lending principles and techniques
Exposure to leading, guiding and mentoring others
Experience in working with complex specialized accounts/default data as it relates to collections/bankruptcy regulations and practices
Ability to work independently and in a team environment
Effective clerical, technical or administrative skills
Advanced skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations
Effective research, analytical, and problem solving skills
Effective verbal and written communication skills
Effective database and presentation software skills
Effective skill exercising initiative and using good judgment to make sound decisions

Nice To Haves

Working knowledge of Navy Federal mortgage products, services, programs, policies and procedures

Responsibilities

Control past due mortgage and equity delinquencies by regularly reviewing member account data, contacting member, and reviewing or documenting the financial situation, to ensure data is accurate, up-to-date and in compliance with government and Navy Federal guidelines
Ensure required notifications, including collection emails, letters and any applicable state/regulatory letters are sent to members
Maintain systematic, consistent and reliable notes and contact history information on each member interaction and actions taken on accounts
Record, track and report member concerns to management
Notate member arrangements in Collection system, reason(s) for delinquency, and any foreclosure alternatives offered to member
Track and update action items in database(s)
Collect, prepare and maintain data for analysis, reports and reference
Perform manager share transfers (MST) for amounts up to authorized limits
Obtain detailed financial information from delinquent members and offer solutions and alternatives to bankruptcy/charge-off
Contact and counsel delinquent members in an attempt to cure delinquency utilizing all payment options and loss mitigation tools offered by Navy Federal
Perform other related duties as assigned
Analyze, research and resolve problems and discrepancies related to member accounts/loans
Ensure required notifications, including breach and collection letters, and any applicable state/regulatory/investor letters are sent to members
Initiate and ensure corrective action to member accounts and/or documentation to ensure complete and accurate documentation
Respond to inquiries; offer solutions to members, other business units and external organizations
Communicate external loss mitigation options, including, but not limited to: Making Home Affordable Program such as HARP
Offer short term property retention solutions including repayment plans, promises-to-pay, forbearance, modifications and deferral programs
Explain and communicate relinquishing property options such as short sales, deeds-in-lieu, and foreclosure