Consumer Special Asset Specialist

Johnson Financial Group; Racine (WI); On-site; USD 42,000 - 64,000; Full time

Job summary

Johnson Financial Group in Wisconsin is seeking a detail-oriented professional to manage end-to-end default loan servicing, including bankruptcy, foreclosure, loss mitigation, and deficiency recovery, while adhering to investor guidelines and CFPB regulations.

The role supports borrower communications, performs routine servicing tasks, updates loan systems, and maintains thorough documentation to ensure accurate status reporting and compliance. 0–2 years of related experience preferred.

Qualifications

• 0–2 years of mortgage servicing or financial services experience.
• Customer-facing or call center experience preferred.
• Knowledge of CFPB/state regulations is a plus.

Responsibilities

• Handle borrower contact to resolve delinquency.
• Perform routine default servicing tasks and mail handling.
• Update loan servicing systems and accounts.
• Review loan status and generate notices.
• Ensure compliance with CFPB and state regulations.

Skills

Customer service

Communication

Multitasking

Documentation

Education

High School Diploma or equivalent

Tools

Microsoft Office

Job description

Overview

Responsible for the end-to-end administration of defaulted mortgage and consumer loans including bankruptcy, foreclosure, loss mitigation, and deficiency recovery, ensuring compliance with investor guidelines (Fannie Mae, Freddie Mac, FHLB, VA, USDA and Portfolio), CFPB regulations, and state laws while minimizing loss and operational risk.

Key Responsibilities

• Perform inbound and outbound borrower contact to resolve delinquency and support early-stage collections efforts
• Execute routine default servicing tasks, including returned payments processing, inbound/outbound mail handling, and monitoring shared default servicing inboxes
• Maintain accurate loan servicing system updates and account maintenance activities
• Perform daily and monthly loan-level default report reviews to ensure timely and accurate updates to loan status
• Generate and send collection letters, borrower solicitations, and required notices in compliance with regulatory and investor guidelines
• Conduct skip tracing activities to locate and verify borrower contact information
• Document all borrower interactions and actions taken, ensuring complete and accurate system notes
• Assist with payment processing, posting, and reconciliation for delinquent accounts
• Review, research, and route borrower inquiries and requests to appropriate partners for resolution
• Ensure compliance with CFPB, FDCPA, Wisconsin state regulations, investor requirements, and internal servicing procedures

Job Requirements

Education & Experience

• High School Diploma or equivalent required
• 0–2 years of experience in mortgage servicing, collections, customer service, or financial services preferred
• Prior experience in a customer-facing or call environment preferred

Knowledge

• Basic understanding of mortgage servicing and loan lifecycle (delinquency, collections, loss mitigation)
• Introductory knowledge of default servicing processes and terminology preferred
• Familiarity with federal and state regulatory requirements is a plus
• General understanding of investor guidelines (Fannie Mae, Freddie Mac, FHLB, USDA, VA) is a plus

Skills

• Strong verbal communication skills with ability to interact professionally and empathetically with borrowers
• Ability to manage high call volumes and borrower interactions while maintaining a positive customer experience
• Strong attention to detail and documentation accuracy
• Ability to multitask, prioritize, and meet deadlines in a fast-paced environment
• Basic problem-solving and research skills to route or elevate issues appropriately
• Solid organizational skills with ability to manage multiple accounts or tasks simultaneously
• Proficiency in Microsoft Office (Word, Excel, Outlook) and ability to learn servicing systems
• Demonstrates professionalism and a customer-focused mindset in all interactions
• Ability to handle challenging or sensitive conversations with composure
• Willingness to learn default servicing processes and regulatory requirements
• Takes ownership of assigned tasks and demonstrates accountability for work quality and timeliness

Come as you are.

Our culture embraces diversity, equity, & inclusion; one where everyone feels valued and heard. For more information on JFG's culture and diversity efforts, including our employee resource groups, please visit the Diversity section of our career website.