Mortgage Collection Senior Specialist

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!

• Responsible for successful management of an assigned worklist and meeting or exceeding key performance requirements and metrics as established by management.
• Responsible for collection communication activity on mortgage loans and associated consumer loans, with an emphasis on placing outbound and/or taking inbound telephone calls to understand reason for the delinquency and assist members in transitioning back to performing account status. 
• Analyzes the financial situation of delinquent borrowers; contacts delinquent members and takes appropriate action to bring member accounts current.
• Responsible for clearly communicating available assistance and loss mitigation options/statuses to members and referring for fulfillment.
• Responsible for updating every member interaction in the systems of record including tracking dates, notes and promise to pay timely and accurately for assigned worklist.
• Responsible for importing all related documents timely and accurately to system of record for electronic records storage.
• Assists with non-routine collection matters including escalated phone calls and callbacks, identifying and troubleshooting account maintenance and/or payment-processing errors and assisting in resolving member concerns, complaints and/or delinquency.
• Assist with preparing and reviewing reports pertaining to collections trends, activity, and team performance.
• Responsible for assisting with overall alignment and compliance with policies and procedures and applicable legal rules and federal, state, and local regulations. 
• Provides technical expertise, problem resolution and feedback to members, teammates and management related to collection operations.
• Reviews and makes suggestions related to team performance, training, monitoring, and coaching from leader to ensure improved quality and service of self and team.
• Develops recommendations and identifies opportunities to streamline and improve processes, cost efficiencies and other operational improvements for automating various functions using data and technology to increase efficiency, productivity and provide a better member and employee experience.
• Assist with implementing changes to policy, procedures, and training.
• Assist with submitting, tracking, reporting, and providing recognition of employees and positive member interaction success stories to management.
• Responsible for assisting with effective staff support, including training, worklist and performance management, and assists in promoting an inclusive, innovative, team centric work environment.

Required Education

HS Diploma or GED

Required Relevant Experience

5 years

Required Knowledge, Abilities, Skills

• Ability to consistently demonstrate high quality decision making, keen problem solving and analysis skills. Attention to detail and the ability to meet deadlines.

• Proficiency with SECU operating systems, including but not limited to ICE/MSP, Default Manager, ALS, NICE, FDR, and OnBase.

• Strong PC skills required with working knowledge of Microsoft 365 applications.

• Working knowledge of advanced financial administration principles, planning, budgeting and evaluating financial data.

• Familiarity with and knowledge of SECU applicable policy and procedures, including relevant Freddie Mac, Fannie Mae and/or MI servicing guidelines preferred.

• Familiarity with and knowledge of pertinent local, state, and federal laws and regulations including FDCPA.

• Demonstrate professionalism in tone, flexibility, and communication. 

• Possesses a positive telephone presence ensuring a pleasant member interaction.

• Ability to handle multiple tasks, while meeting deadlines and helping maintain quality levels of self and team in a remote environment.

• Demonstrates flexibility in responding to changes in assignment and job responsibility in a dynamic environment.

• Consistently act as part of a cohesive team, demonstrating excellent interpersonal skills and the ability to interact positively with other employees.

• Maintain open and respectful communication with members; shows empathy and respect in all interactions.  Ability to handle and deescalate dispute or conflict directly and discreetly.

Desired Education, Experience, Knowledge, Abilities, Skills

Supervisory Experience preferred. Applicants with advanced degree in Business, Finance, Accounting, or a related field may be given priority. 

Special Position Requirements

Sitting for prolonged periods

Telephone for prolonged periods

Computer for prolonged period