Collection Specialist

Tennessee Housing Development Agency; Nashville (TN); On-site; USD 35,000 - 45,000; Full time

Job summary

A state housing agency in Nashville, TN is seeking a dedicated professional for mortgage account administration. The role involves collecting overdue payments, providing excellent customer service, and facilitating borrower counseling. Candidates should have a high school diploma and experience in collections, particularly in the mortgage sector. Proficiency in Microsoft applications and strong communication skills are essential. This position is not remote, and applicants must be able to manage customer inquiries effectively.

Qualifications

• High school diploma or GED required.
• Experience in collections preferred, especially mortgage collections.
• Excellent customer service and communication skills necessary.

Responsibilities

• Make outgoing calls to assess default reasons and arrange payments.
• Respond to incoming calls and customer inquiries about accounts.
• Maintain detailed documentation of customer interactions.

Skills

Customer service skills

Telephone etiquette

Verbal communication

Data entry

Interpersonal skills

Organizational skills

Time management

Education

High school diploma or GED

Mortgage collections experience

Telephone customer service experience

Completion of Mortgage Bankers Association course

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Internet proficiency

Job description

This position is not remote.

Critical features of this job are described under the headings below. They may be subject to change due to changes in our business processes or other business-related reasons.

POSITION SUMMARY

Completes activities relating to the collection of mortgage amounts due and borrower account administration. This work requires direct contact with the public, the exercise of good judgment and the application of Tennessee Housing Development Agency (THDA) policies and procedures as they relate to the application of payments, collection of amounts past due, loss mitigation, borrower counseling and other general customer service inquiries.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Makes outgoing calls to customers to attempt to assess reasons for default and make satisfactory arrangements to bring accounts back into a current standing.
• Answers incoming phone calls and responds to customer requests for information on their accounts.
• Sets active follow up arrangements on accounts, records notes and financial data.
• Provides primary phone support through the Loan Servicing call center including incoming and outgoing follow up communications.
• Follows insurer guidelines for delinquent account management and collects documentation to support account activity.
• Provides assistance with borrower counseling, loss mitigation and foreclosure avoidance.
• Provides assistance with mailing letters, forms or other customer contacts.
• Assists customers with website functionality, password resets, and other requests for account data.
• Maintains and files electronic information to customer accounts with proper noting and documentation.
• Assists with error resolution and customer complaint tracking.
• Provides back up for other Loan Servicing functions.

MINIMUM QUALIFICATIONS

Education and Experience

• High school diploma or GED.
• Collections experience, with mortgage collections experience preferred.
• Telephone customer service experience.
• Successful completion of Mortgage Bankers Association “Basics of Mortgage Servicing” course preferred.

Knowledge, Skills, Abilities, and Competencies

• Excellent customer service skills.
• Excellent telephone etiquette.
• Excellent verbal and written communication skills.
• Ability to accurately enter data into electronic systems.
• Strong interpersonal skills.
• Builds and maintains positive relationships with internal and external constituents.
• Ability to work effectively as part of a team.
• Ability to plan and organize a large workload.
• Maintains high level of confidentiality.
• Strong organizational and time management skills; uses time effectively; consistently meets deadlines.
• Documents regularly, thoroughly, accurately, and completely with a high level of detail.
• Ability to read, follow and interpret instructions, regulations and policies.
• Exercises good and consistently fair judgment, courtesy, and tact in dealing with the staff and public in giving and obtaining information.
• Computer literate; proficient in Microsoft Word, Excel, Outlook, and the internet; able to effectively adapt to and use other computer systems as needed for daily activities.

Special Demands

The special demands described here are representative of those that must be met by a staff member to successfully perform the essential functions of this job. The ability to use a phone headset for long periods of time. While performing the duties of this job, the employee is regularly required to sit; stand; use hands to finger, handle or feel; and talk and hear. The employee is occasionally required to walk; reach with hands and arms, and stoop, kneel, or crouch. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.