Loan Resolution Specialist I

ADP, Inc.; McAllen (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

Affordable Homes of South Texas, Inc. is seeking a Loan Resolution Specialist I to reduce loan delinquency by helping borrowers resolve past-due accounts and establish repayment plans. You will contact delinquent customers by phone or in person and document all interactions.

The role requires bilingual English/Spanish communication, strong clerical skills, and proficiency with Word, Excel, and Outlook. A Texas driver’s license and a high school diploma are required.

Qualifications

• High school diploma or GED.
• 2+ years of experience in customer service and clerical duties.
• Bilingual in English and Spanish with strong communication skills.
• Experience with Microsoft Word, Excel, and Outlook.
• Valid, current Texas driver’s license.

Responsibilities

• Complete both written and oral reports to supervisor, as requested.
• Assist Collection department with 60 and 90+ past due accounts (including Loss Mitigation applications).
• Communicate with 30+ days past due customers via telephone or face-to-face to determine reason for overdue payment.
• Record contacted customer information regarding financial status and collection efforts.
• Conduct home visits on 30+ days past due accounts.
• Confer with customer and attempt to determine the reason for overdue payment, reviewing terms of contract.
• Mail pre-demand letters to customers to encourage payment of delinquent accounts.
• Record information about financial status of customer and status of collection efforts.
• Perform other related duties as requested and assigned, including back-up for payment clerk.

Skills

Bilingual (EN/ES)

Customer service

Communication

Education

High school diploma or GED

Tools

Microsoft Word

Microsoft Excel

Outlook

FICS Mortgage Software

Job description

Job Title

Loan Resolution Specialist I

Summary

The primary mission of this role is to reduce loan delinquency by helping borrowers resolve past‑due accounts and maintain successful repayment arrangements. This position contacts delinquent customers, conducts phone and home visit outreach, and assists with loss mitigation efforts. The role maintains accurate documentation of customer interactions, financial status, and collection activities. Success is measured by timely account resolution, reduced delinquency rates, and the protection of the organization’s loan portfolio.

Key Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Complete both written and oral reports to supervisor, as requested.
• Assist Collection department with 60 and 90+ past due accounts (including Loss Mitigation applications).
• Communicate with 30+ days or more past due customers via telephone or face to face to determine reason for overdue payment and to attempt to correct the situation.
• Record contacted customer information regarding financial status of customer and status of collection efforts.
• Conduct home visits on 30+ days past due accounts.
• Confer with customer and attempt to determine the reason for overdue payment, reviewing terms of contract with customer and coordinating face-to-face interviews.
• Mail pre-demand letters to customers to encourage payment of delinquent accounts.
• Record information about financial status of customer and status of collection efforts.
• Perform other related duties as requested and assigned, including back-up for payment clerk.

Supervisory Responsibilities

This position does not have supervisory responsibilities.

Required Qualifications

• High school diploma, GED, or equivalent from an accredited institution.
• 2 or more years of experience in customer service and clerical management duties.
• Bilingual in English and Spanish, with strong written and verbal communication.
• Experience with Microsoft Word, Excel, and Outlook.
• Valid, current, and non-restricted Texas driver’s license.

Preferred Qualifications

• 2 or more years of successful course studies from an accredited university or college.
• Experience with FICS Mortgage Software.
• Excellent interpersonal skills necessary to positively represent the agency and to interact professionally with all employees, customers, and outside entities.
• Ability to work with customers and staff with diverse backgrounds.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

The physical demands outlined here represent the requirements necessary for an employee to perform the essential functions of this job successfully. While carrying out job duties, the employee must regularly communicate verbally and listen. Additionally, the employee is frequently required to stand, walk, use their hands for tasks such as handling or manipulating objects, and reach with their hands and arms.

Expected Work Hours

Some flexibility in hours is allowed, but the employee must be available during the organization’s core work hours, which are Monday through Friday from 8:00 AM to 5:00 PM. A minimum of 40 hours per week is expected.

Travel

This position may require occasional travel outside the area for training or home visits.

Work Authorization

Applicants must be legally authorized to work in the United States. Verification of eligibility will be required at the time of hiring.

AAP/EEO Statement

Affordable Homes of South Texas, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Other Duties

This job description provides a general overview of the role and does not list all possible duties, responsibilities, or tasks required of the employee. These may change at any time, with or without notice.

Monday through Friday from 8:00am to 5:00pm with a one-hour lunch.
8 hours per day excluding breaks.