What are the responsibilities and job description for the CCHL Servicing Default Specialist II | Kennesaw position at Capital City Bank Group, Inc.?
Job Details
Description
Capital City Home Loans Servicing Default Specialist II - Capital City Bank - More than your bank. Your banker.
Hours
Mon - Fri
40 Hours
General Summary
The Default Specialist position II and III are members of the Loan Servicing Operations and Default Team with the primary responsibility for the effective management of accounts in various stages of delinquency or default. This role ensures compliance with regulatory and investor/insurer guidelines while providing exceptional service and support to borrowers during the default process. The Specialist will oversee a broad scope of default activities including collections, loss mitigation, bankruptcy, foreclosure, REO management, and audit support.
All associates at Capital City Bank, Capital City Wealth, and Capital City Home Loans have access to confidential client information and must practice discretion at all times.
Principal Duties And Responsibilities
All associates must understand and adhere to the non-negotiable Banker Standards and commit to practicing SGNNT (smile, greet, name, thank you) at all times. Associates will consistently follow policies and procedures as established by Capital City Bank, Capital City Investments, Capital City Trust Company, Capital City Strategic Wealth, and Capital City Home Loans, with department managers setting the standard.
Associated Duties
Provides additional support to manager and department colleagues.
Completes all assigned/required Bank training within established timelines.
Knowledge, Skills And Abilities (KSAs) Required
The following KSAs are usually acquired through work experience and/or specialized course(s) and are further defined in each of the Specialist levels below:
Entry level position with some knowledge of core, complementary and online banking systems. The Default Specialist II supports loan servicing operations by managing delinquent accounts and facilitating loss mitigation processes. This role ensures accurate account maintenance and compliance with regulatory and investor guidelines. Associates will gain familiarity with department functions, policies and practices and will require on-going training. Associate will follow standard procedures and written instructions to accomplish routine tasks; those of a more complex nature are referred to a higher-level associate. Work is performed under direct supervision with no independent decision making.
Associate will also master department functions, policies and practices and may cross-train in other areas. Associates follow standard procedures and written instructions to accomplish tasks of a more complex nature. Work is performed under minimal supervision for routine tasks and receives detailed instructions on new assignments or special projects.
Specialist III
Position has an extensive knowledge of core, complementary and online banking systems and demonstrates proficiency in related computer software. The Default Specialist III is a senior-level position responsible for managing complex default scenarios, leading compliance efforts, and assisting in guiding internal policy development. This role handles high-risk accounts and ensures servicing practices align with all regulatory and investor standards. May serve as a resource to others in the resolution of complex problems and issues. May assist in assigning and verifying the work of other associates.
This position performs all essential functions of a Specialist II and demonstrates a high level of proficiency. Rely on experience and judgment to plan and accomplish assigned tasks and goals and may function as a Team Lead. Decisional impact is considerable and affects the workflow and quality or timeliness of client service. Performs training in specialized areas and reviews procedures and policies for needed changes. Maintains a high level of professionalism and confidentiality. Handles stressful situations in a professional manner. Establish effective working relationships with coworkers and supervisors, other departments, and other offices or external vendors and agencies.
Education
The above declarations are not intended to be an “all-inclusive” list of the duties and responsibilities of the job described nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.
THIS JOB DESCRIPTION DOES NOT CONSTITUTE AN EMPLOYMENT AGREEMENT. This job description does not restrict at Capital City Bank, Capital City Wealth, and Capital City Home Loans from the ability to assign, reassign or eliminate duties and responsibilities of this job at any time. This job description describes the current assignment of essential functions. These functions may change at any time as the needs of the Bank or department change or for other reasons deemed appropriate.
Description
Capital City Home Loans Servicing Default Specialist II - Capital City Bank - More than your bank. Your banker.
Hours
Mon - Fri
40 Hours
General Summary
The Default Specialist position II and III are members of the Loan Servicing Operations and Default Team with the primary responsibility for the effective management of accounts in various stages of delinquency or default. This role ensures compliance with regulatory and investor/insurer guidelines while providing exceptional service and support to borrowers during the default process. The Specialist will oversee a broad scope of default activities including collections, loss mitigation, bankruptcy, foreclosure, REO management, and audit support.
All associates at Capital City Bank, Capital City Wealth, and Capital City Home Loans have access to confidential client information and must practice discretion at all times.
Principal Duties And Responsibilities
- Establish collection call campaigns in accordance with former “Servicing Alignment Initiative” guidelines.
- Effectively communicate and educate borrowers, explaining the impact of delinquency on the loan and potential loss mitigation options.
- Properly updating the servicing platform, including right party contact, promise to pay dates, and reason for default.
- Perform skip tracing for borrowers we have no communication or good contact numbers.
- Monitor incoming bankruptcy notifications and emails.
- Send loss mitigation applications to borrowers’ authorization third parties
- Process Loss Mitigation Applications in accordance with CFBP, Investor and Insurer guidelines, including but not limited to:
- Issuing required letters within required timeframes,
- Submitting data and documents to loss mitigation vendor,
- Ensure complete applications are decisioned with 30 days,
- Monitor trail payment plans, order title,
- Order/mail modification documents to borrowers and executed copies to the county for recording and the Investor/Insurer as required.
- Maintain loss mitigation tracking on the servicing platform and updating the proper default reporting codes.
- Prepare and gather documents for foreclosure files, including but not limited to: referring to respective foreclosure attorney, ensuring Investor/Insurer due diligence timeline is met, prepare bidding instructions in accordance with Investor/Insurer guidelines and referring loans post sale for eviction or “Cash for Keys”.
- Maintain foreclosure tracking on the servicing platform and updating the proper default reporting codes.
- Prepare and review foreclosure review committee forms monthly with Executive Management
- Process bankruptcy filings, including but not limited to updating the servicing system, referring to attorney filing proof of claim, notice of default or motion for relief. Maintain bankruptcy tracking on the servicing platform and updating the proper default reporting codes.
- Monitor active bankruptcy files monthly, including reviewing PACER,
- Prepare monthly delinquency reporting for Capital City Home Loans and Clients
- Maintain REO portfolio, including but not limited to ordering valuations, referring to attorney for eviction, assigning real estate agent, maintaining condition of the property, mitigating code violations, review and processing of offers and counter offers, manage closing process.
- Order and review property inspections, updating the servicing platform with the inspection results.
- Order property preservation as necessary and in accordance with Investor/Insurer allowable.
- Request approval for amounts over Investor/insurer allowable.
- Monitor second lien performance, including but not limited to: determining status of the first lien, ordering BPO to prepare equity analysis for presentment to the Investor.
- Respond to audit request. Including but not limited to providing explanation of activities on delinquent or defaulted loans, providing copies of FNMA, FHA and VA reporting.
- Review VA Valeri exceptions reporting
- Review and submit FNMA delinquency reporting
- Review and manually submit FHA delinquency reporting through FHA Catalyst
- Monthly credit report balancing – Review for reporting accuracy
- Submit monthly credit bureau reporting files.
- Review, research and respond to E-Oscar ACDV and Block/DNR inquiries. Maintaining inquiries and response on the servicing platform.
- Develop policies and procedures within CFPB, FNMA, FHA, VA, USDA and FHLMC Guidelines.
- Assisting Servicing Manager as needed.
All associates must understand and adhere to the non-negotiable Banker Standards and commit to practicing SGNNT (smile, greet, name, thank you) at all times. Associates will consistently follow policies and procedures as established by Capital City Bank, Capital City Investments, Capital City Trust Company, Capital City Strategic Wealth, and Capital City Home Loans, with department managers setting the standard.
Associated Duties
Provides additional support to manager and department colleagues.
Completes all assigned/required Bank training within established timelines.
Knowledge, Skills And Abilities (KSAs) Required
The following KSAs are usually acquired through work experience and/or specialized course(s) and are further defined in each of the Specialist levels below:
- Knowledge of core, complementary and online banking systems.
- Working knowledge of Servicing Director utilizing the Collections module to establish collection calls, welcome calls, and scoring models to efficiently collect on borrower accounts.
- Must be able to effectively communicate with borrowers while maintaining privacy and respectful demeanor.
- Analytical and problem-solving skills.
- Sound judgment.
- Ability to prioritize work, multi-task and display a flexible attitude.
- Ability to manage time constraints and meet operational deadlines.
- Ability to handle high pace work environment with unpredictable workloads.
- Attention to detail and accuracy.
- Interpersonal and teamwork skills.
- Knowledge of Microsoft Office Suite.
- Personal computer skills.
- Use and knowledge of standard office equipment.
Entry level position with some knowledge of core, complementary and online banking systems. The Default Specialist II supports loan servicing operations by managing delinquent accounts and facilitating loss mitigation processes. This role ensures accurate account maintenance and compliance with regulatory and investor guidelines. Associates will gain familiarity with department functions, policies and practices and will require on-going training. Associate will follow standard procedures and written instructions to accomplish routine tasks; those of a more complex nature are referred to a higher-level associate. Work is performed under direct supervision with no independent decision making.
Associate will also master department functions, policies and practices and may cross-train in other areas. Associates follow standard procedures and written instructions to accomplish tasks of a more complex nature. Work is performed under minimal supervision for routine tasks and receives detailed instructions on new assignments or special projects.
Specialist III
Position has an extensive knowledge of core, complementary and online banking systems and demonstrates proficiency in related computer software. The Default Specialist III is a senior-level position responsible for managing complex default scenarios, leading compliance efforts, and assisting in guiding internal policy development. This role handles high-risk accounts and ensures servicing practices align with all regulatory and investor standards. May serve as a resource to others in the resolution of complex problems and issues. May assist in assigning and verifying the work of other associates.
This position performs all essential functions of a Specialist II and demonstrates a high level of proficiency. Rely on experience and judgment to plan and accomplish assigned tasks and goals and may function as a Team Lead. Decisional impact is considerable and affects the workflow and quality or timeliness of client service. Performs training in specialized areas and reviews procedures and policies for needed changes. Maintains a high level of professionalism and confidentiality. Handles stressful situations in a professional manner. Establish effective working relationships with coworkers and supervisors, other departments, and other offices or external vendors and agencies.
Education
- Minimum, high school diploma or equivalent. Some college preferred.
- Relevant banking experience and/or training that will establish an understanding of work procedures, job standards, and the job knowledge that may be required. Experience in banking operations (call center, administration, etc.) a plus.
- Bachelor’s Degree from an accredited college preferred. Relevant experience may substitute for the education requirement. Three years of Mortgage Servicing experience preferred.
- 3 years of collection experience servicing Convention insured loans, FHA, USDA and VA loans.
- 2 years of experience as a “Single Point of Contact” or loss mitigation underwriting
- 2 years of default reporting experience
- 2 years of experience processing foreclosures or bankruptcies.
- 2 years of claim experience
- 2 years of property preservation experience
- 2 years of REO experience
- Lobby or cubicle environment.
- In the rare instance of a major or extensive natural disaster, epidemic or pandemic occurrence, or other disruption within our footprint, it may be necessary for associates to relocate or telecommute before, during or after, to ensure business continuity.
- Positions approved for Hybrid Flex/Remote Work are determined by department manager and HR. All associates approved to participate in a Flex/Remote work schedule will review and acknowledge the guidelines outlined in the Hybrid Flex/Remote Work Policy
- Medical, Dental and Vision
- Life Insurance
- 401(k) with Matching
- Flexible Spending Accounts
- Tuition Assistance
- Stock Purchase
- Discounts on Products and Services
The above declarations are not intended to be an “all-inclusive” list of the duties and responsibilities of the job described nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.
THIS JOB DESCRIPTION DOES NOT CONSTITUTE AN EMPLOYMENT AGREEMENT. This job description does not restrict at Capital City Bank, Capital City Wealth, and Capital City Home Loans from the ability to assign, reassign or eliminate duties and responsibilities of this job at any time. This job description describes the current assignment of essential functions. These functions may change at any time as the needs of the Bank or department change or for other reasons deemed appropriate.