Home Loan Service Specialist

About the Role

The primary objective of this position is to act as a liaison between the Credit Union and the home loan subservicer, ensuring the subservicer meets contractual obligations, delivers superior member service, and produces effective collection results. The role also ensures compliance with Credit Union policies, procedures, and State and Federal regulations.

Responsibilities

• Act as a liaison between the 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 the home loan subservicer, home loan department, branch, or member.
• Provide scenarios and feedback to the subservicer to improve third-party service delivery.
• Assist with collection efforts and follow up on delinquent home loans from assigned collection queues.
• Determine the reason for delinquency and the best course of action to resolve delinquent status.
• Maintain a 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 setup 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 the subservicer to prevent or retract force-placed insurance payments.
• Facilitate loss mitigation requests or loan workout requests received from the subservicer and work with the subservicer single point of contact and member to complete the loss mitigation package.
• Present loss mitigation cases to the Loan Resolution Committee and communicate decisions to the subservicer.
• Process member payments, reversals, and other home loan payment-related transactions.
• Perform all other duties as assigned.

Relationships and Contacts

This position does not supervise employees and reports to the Home Loan Service Manager. Frequent contact with members, staff, and other departments face-to-face and by telephone is required.

Qualifications

Education

A high school diploma/GED is required.

Experience

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

Physical Requirements

Physical effort is minimal; however, the role requires strong communication skills, including speaking and hearing abilities, and wrist/hand movement. Vision abilities required include close vision for frequent viewing of a computer monitor and review of documents. Prolonged periods of workspace restriction are also inherent in the job.

Mental Requirements

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

Equipment Skills

Strong computer skills are required, with proficiency in Microsoft Word, Excel, and Outlook.