Mortgage Resolution Specialist

VyStar Credit Union; Jacksonville (FL); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

401(k) Plan

Training program

Tuition reimbursement

Part-time (30 hours/week)

Job summary

VyStar Credit Union in Jacksonville, FL is seeking a Mortgage Resolution Specialist to contact members and negotiate solutions to delinquent mortgage accounts while ensuring compliance with FDCPA and regulatory guidelines.

You will review delinquent loans, initiate loss mitigation discussions, document actions in core systems, and coordinate with the Mortgage Servicing team to minimize losses. Excellent communication and attention to detail are essential.

Qualifications

• Minimum high school education.
• Specialized classes in bankruptcy, foreclosure, and mortgage collections/loss mitigation required.
• Continuing education via local conferences/workshops for regulatory updates.

Responsibilities

• Review delinquent mortgage loan accounts and determine appropriate collection activity.
• Contact members to discuss delinquency and arrange payments.
• Skip traces to locate members and recommend actions to reduce losses.
• Document all actions in core collections systems and notify supervisors.
• Provide hardship information and collect documentation for note modification or payment plans.
• Cross-sell other VyStar services as appropriate.
• Maintain compliance with FDCPA and regulator guidelines.

Skills

Communication skills

Active listening

Detail oriented

Organizational skills

Self-motivated

Education

High school diploma

Specialized mortgage loss mitigation courses

Tools

HP calculator

PC

Microsoft Office

Credit union software

Job description

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

Mortgage Resolution Specialist

ACCOUNTABILITY STATEMENT

The Mortgage Resolution Specialist contacts members to effectively reduce VyStar’s exposure to financial losses caused by delinquent mortgage loan accounts. Activities must be conducted in compliance with federal and state regulations to avoid possible harassment claims and litigation. In addition, the incumbent must be well versed in secondary market and private mortgage insurance guidelines regarding mortgage loan collections and loss mitigation efforts.

Essential Responsibilities

• Reviews delinquent mortgage loan accounts in the core collection system, which have been assigned to gain information to determine appropriate collection activity to effectively elicit monies due from members. Contacts members to discuss reason for delinquency and possible solutions to resolve delinquency. Obtains information to effect collection on account and make payment arrangements. Determines appropriate and timely follow-up contact with member.
• Skip traces unlocated members to establish contact. Locates member and recommends legal action, which may ultimately reduce loss to VyStar.
• Daily works the collection system queues to ensure each delinquent account has been followed for activity and account is accurately documented in the core collections systems.
• Initial contact with member, mortgage resolution specialist assesses the reason for the delinquency and proposes solutions to the member for consideration in resolving the delinquency. Notates core collection system.
• Provides member hardship request information and list of documentation required to provide management to consider note modification, payment deferment, payment plan, or other special arrangements to resolve the delinquency. Provides documentation to Sr. Mortgage Loss Mitigation Specialist, Mortgage Servicing Manager, and/or Vice President Mortgage Servicing.
• Converses with members to discuss account information or make loan payment arrangements. Accepts funds and enters information to voucher to post transactions on data processing system or process check by phone requests.
• Recommends financial counseling and/or budgeting services to member’s who are experiencing temporary financial challenges that are curtailing their ability to make the mortgage/equity payments in a timely manner.
• Updates delinquent accounts in Fannie Mae and PMI portals in compliance within insurer and investor guidelines.
• Works daily/weekly/monthly reports as assigned.
• Cross-sells other credit union services.
• Consistently adheres to VyStar core values and Code of Ethics and acts in accordance with those values.
• Performs the activities and projects as assigned and requested by the Mortgage Loss Mitigation Manager, Mortgage Servicing Manager and Vice President Mortgage Servicing.
• Identify and make recommendations to Mortgage Loss Mitigation Manager, Mortgage Servicing Manager and/or Vice President Mortgage Servicing regarding process improvements, quality service and increased efficiencies along with on all normal filings, any abnormal filing trends, and volume and filing demographics on a monthly basis.
• All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors and to provide support and feedback to employees assigned to the closing unit to consistently practice and demonstrate VyStar Excellence behaviors in performing the duties and responsibilities of their position. Expected VyStar behaviors are defined as:

• Focus Focus your full attention by carefully listening to and observing your client or member.
• Connect Consistently be friendly and approachable demonstrate you care.
• Understand Listen empathetically and ask questions (70%/30%)
• Counsel Recommend solutions based on your client’s or member’s needs and objectives.
• Advance Ensure that member’s expectations are exceeded. Verify follow-up action.

Job Qualifications

EDUCATION

• The minimum formal education required is completion of high school.
• Specialized classes in bankruptcy, foreclosure, and mortgage collections and loss mitigation will be required.
• Continuing education via local conferences and workshops is required for updates on federal and state regulations.

Experience

• A minimum of two years’ experience in mortgage loan collections with a financial institution or mortgage loan company is required. Previous loss mitigation related experience is a plus
• Knowledge of Fair Dept Collections Practice Act (FDCPA), Federal Bankruptcy Laws, Fair Credit Reporting (FCRA), state laws governing repossession and liquidation of residential real estate and secondary market requirements for servicing derogatory loans.
• Equipment to be used in the daily performance of job duties include HP calculator, PC, and multi-function equipment (fax, scanner, and copier) is required.
• Knowledge of all Microsoft Office applications and credit union software and/or core operating systems pertinent to completing various tasks and responsibilities of the position is required.

Knowledge, Skills, & Abilities

• Knowledge of Fair Dept Collections Practice Act (FDCPA), Federal Bankruptcy Laws, Fair Credit Reporting (FCRA), state laws governing repossession and liquidation of residential real estate and secondary market requirements for servicing derogatory loans.
• Applicant must have positive, well-developed communication skills, both written and oral, be detail oriented, have good organizational and active listening skills, the ability to work in a fast-paced environment, and proven ability to work with others.
• Must have professional conduct and appearance and be self-motivated. Must work under the philosophy of “people helping people” and be able to communicate with members and legal counsel at all levels. Applicants must demonstrate the qualities of a self-starter and one who follows through on all job duties.
• Equipment to be used in the daily performance of job duties include HP calculator, PC, and multi-function equipment (fax, scanner, and copier) is required.
• Knowledge of all Microsoft Office applications and credit union software and/or core operating systems pertinent to completing various tasks and responsibilities of the position is required.

DISCLAIMERS AND WORK ENVIRONMENT

• The work environment characteristics described here are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Nothing in this position description is an implied contract for employment. The functions are not all encompassing and are subject to change at any time by management.
• As required or requested, may exert up to 20 pounds of force occasionally and/or negligible amount of force constantly to lift, carry, push, pull, or otherwise move objects.

VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e‑mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.

No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.

Thank you for your inquiry regarding our current job opening. Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.

Thank you again for your interest in this position!

VyStar Credit Union Human Resources