Sr. Collection Specialist

 

Duties/Responsibilities:  The Collection Specialist is responsible for performing due diligence debt collection in the management of 60 to 120 days, plus foreclosures and bankruptcy on delinquent mortgage loan accounts for loans serviced at NHSA.  Due diligence debt collection is performed on NHSA-serviced FNMA loans according to FNMA guidelines to include risk profile recommendations.  Payment plans, payment arrangements and workouts and loan modifications are performed with collaboration and authorization when appropriate.  Professional cooperation is maintained between NWO’s and sub-servicers to accomplish goals.  All work adheres to FNMA and/or FHLMC guidelines.   The position is solely responsible for managing delinquencies of in-house serviced, non-recourse mortgage loan accounts.  Record and resolve NSF payments and other returned checks from in-house-services mortgage loan borrowers and respond to customer service inquiries.  Operational standards are available for collecting debt from borrowers; each situation is unique and requires a customized response.  This position requires a high degree of independent judgment.  General due diligence collections is reviewed by broad administrative supervision.  Will perform other duties as assigned.

 

Qualifications/Experience:  Bachelor’s Degree in business or social science plus 5 years FNMA background and or experience in mortgage banking (loan origination, processing or servicing), or an equivalent combination of education and experience.   Real Estate and bankruptcy is helpful.  Experience in managing customer/vendor accounts is required.  Knowledge of mortgage loan financing is helpful (application of mortgage loan payments and the standards and expectations of service delivery).  Must have a proven track record of business and professional skills to include excellent customer service skills.  Other professional skills required for this position include trustworthiness, attention to detail, patience, common sense and self-confidence.  Must also be professional, a problem-solver, demonstrate a service-minded disposition in a reasonable and judicious manner, be technical, analytical, creative, logical, personable, courteous, resourceful, and be a team player.   This position also requires good listening skills, fairness, tact, diplomacy, negotiation, persuasiveness, commitment and sensitivity in communicating with customers (borrowers).  This includes empathy and compassion regarding the needs, constraints and situations of customers (borrowers). Will work closely with NWO’s when soliciting assistance and exchanging information is essential to this position.   Must demonstrate the ability to allay volatile situations and prevent sensitive matters from escalating when communicating.  Must have a high level of proficiency in reading, writing, and speaking English.