Handles phone calls and correspondence from members, vendors, investors and insurers to ensure the mortgage is serviced in a timely and accurate manner. Discusses with the borrower the reason for default and the available options to avoid foreclosure. Provide financial analysis with the borrower to determine the most appropriate options for the borrower and the investor/agency. Summarize borrower situation in a clear and concise manner to management for review and decision. Provide high quality customer service to both internal and external customers.
Skills/Requirements
PRINCIPLE ACCOUNTABILITIES:
Responsible for handling phone calls and correspondence from customers with questions or concerns regarding their mortgage and provide timely and accurate resolutions.
Initiates contact with borrower to discuss the initial review and determine their financial ability, intent, and reason for default and recommend the appropriate retention solutions.
Review of customer submitted financial packages and compare to guidelines established by investor, insurers and management to determine the appropriate workout option available for the situation.
Submission of Loss Mitigation requests to management for review and approval.
Responsible for minimizing customer impacts and ensuring each customer has a positive interaction with mortgage servicing.
Assist in identifying potential risks, communicate them to management and take appropriate steps to avoid risk.
Identify potential improvement to processes and procedures.
Develop and maintain positive working relationships by providing high quality customer service at all times to all internal and external customers.
Promotes honest and open communication throughout the credit union.
Demonstrate behaviors that are consistent with the credit union’s values, philosophies, and leadership characteristics.
Work with other credit union departments to insure the workflow or process is providing the best service to the members.
Performs other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES:
Knowledge of FHA, VA, Freddie Mac, Fannie Mae, FHLB and RESPA Guidelines.
Knowledge of Loss Mitigation options
Knowledge of mortgage products.
Knowledge of mortgage software.
Excellent organizational, analytical and problem-solving skills.
Must be able to manage multiple projects simultaneously and work in a fast-paced environment with changing priorities.
Ability to work under pressure and with strict deadlines.
Ability to self-initiate and work independently without close supervision.
Strong ability to communicate effectively in writing and orally.
Ability to resolve interpersonal conflict and miscommunications.
Knowledge of spreadsheet software and ability to use word processing software.
