Home Loan Service Specialist

Primary Objective Of Position

Liaison between Credit Union and home loan subservicer ensuring subservicer meets contractual obligations, delivers superior member service, and produces effective collection results. Ensure compliance with Credit Union policies and procedures as well as State and Federal regulations.

Essential Job Functions

• Liaison between home loan department, home loan subservicer and credit union members.
• Troubleshoot member escalations via face-to-face, inbound, and outbound telephone and email using effective listening skills to identify potential home loan service issues and facilitate service solutions to restore account status.
• Respond promptly to all inquiries or requests made by home loan subservicer, home loan department, branch or member.
• Provide scenarios and feedback to subservicer to improve third party service delivery.
• Assist with collection efforts and follow up on delinquent home loans from assigned collection queues.
• Determine reason for delinquency and best course of action to resolve delinquent status.
• Maintain record of interactions on all collection and escalated service interactions.
• Perform skip trace on hard to contact severely delinquent home loan accounts.
• Monitor account status on first payment defaults to ensure superior member service through proper automatic payment set up or to identify early default scenarios.
• Monitor non-escrowed accounts for force placed insurance or taxes default notifications; retrieve evidence of insurance or tax repayment plans and work with subservicer to prevent or retract force placed insurance payments.
• Facilitate loss mitigation requests or loan workout requests received from subservicer and work with subservicer single point of contact and member to complete loss mitigation package.
• Present loss mitigation case to Loan Resolution Committee and communicate decision to sub servicer.
• Process member payments, reversals and other home loan payment related transactions.
• Perform all other duties as assigned.
  
  

RELATIONSHIPS AND CONTACTS

Supervise Employees: None

Reports To: Home Loan Service Manager

Contacts: Frequent contact with members, staff and other departments face to face and by telephone.

Qualifications

EDUCATION

• A high school diploma/GED
  
  

Experience

• Five (5) years collection experience or negotiation/ sales experience.
• Home lending, processing or servicing experience preferred.
  
  

Physical Requirements

• Physical effort is minimal; however along with communication skills: speaking and hearing abilities, and wrist/hand movement is inherent in the job as well as restriction to workspace for prolonged periods.
• Vision abilities required by this job include close vision for frequent viewing of computer monitor and review of documents.
  
  

Mental Requirements

• Perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must have a strong ability to read and carry out various written instructions and follow oral instructions.
• Must have a strong ability to speak clearly and deliver information in a logical and understandable sequence.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of member service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters.
• Proven ability to make decisions based upon prior precedence, business knowledge and judgment.
  
  

Equipment Skills

• Strong computer skills; proficient in Microsoft Word, Excel, and Outlook.
  
  

The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as detailed description of all work requirements that may be inherent in the job.

Employee Signature Date

Supervisor Signature Date