Description

This important role will serve as the primary point of contact for our mortgagors regarding their past due loans and be responsible for providing professional service to our borrowers; performing preliminary loss mitigation review to determine hardships and identify potential loss mitigation candidates.

To be successful in this role you must possess:

• Effectively and efficiently responding to borrower requests via phone and e-mail using appropriate collections and counselling techniques while adhering to Virginia Housing, federal, state, investor and insurer regulations and guidelines.
• Researching and resolving inquiries by collaborating with internal and external partners.
  Collecting on all stages of delinquent accounts determining appropriate action to bring loan current and handle loss mitigation calls.
• Sending out borrower assistance packages. 
• Handling Loss Mitigation inbound calls.
• Having a clear understanding of the FDCPA.

Requirements

The ideal candidate would also have experience in:

• High School Diploma, GED or equivalent vocational/technical training.
• A few years’ experience of mortgage and/or collections experience.
• A good working knowledge of GSE and Conventional default collections guidelines.
• Strong written and oral communication skills.
• Excellent customer service skills with the ability to maintain composure under pressure and in confrontational situations.
• Strong analytical abilities and active listening skills
   

Preferred Qualifications:

• Knowledge of Black Knight/LPS Servicing System