Mortgage Account & Servicing Analyst

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Delinquency Management
• Proactively manage delinquent mortgage accounts through inbound and outbound borrower engagement.
• Conduct financial assessments to determine borrower hardship, repayment capacity, and appropriate resolution pathways.
• Perform required 45-, 60-, 90-, and 120-day delinquency reviews.
• Exercise independent judgment in recommending account resolutions.
• Identify trends and recurring issues within assigned accounts.
• Stakeholder Communication & Customer Resolution
• Serve as a knowledgeable resource for borrowers, internal teams, and third parties.
• Support complex resolution efforts through in-office borrower meetings.
• Resolve sensitive and high-stress borrower situations.
• Regulatory Compliance & Investor Interpretation
• Ensure all borrower interactions and servicing decisions comply with relevant laws and regulations.
• Generate and review required borrower correspondence.
• Prepare foreclosure-related documentation.
• Escrow Administration & Payment Oversight
• Coordinate escrow shortage and deficiency efforts.
• Review and process daily suspend and unapplied payment reports.
• Communicate changes in borrower circumstances or property status.
• Property Preservation & Asset Protection
• Order and evaluate property preservation inspections.
• Coordinate actions to secure and protect vacant or at-risk properties.

Knowledge, Skills, and Abilities

• Knowledge of Federal housing programs, laws, and regulations.
• Skills in Crystal Reports software, word processing/spreadsheet applications, basic math principles, data analysis, and communication.
• Ability to analyze problems, make independent judgments, and handle sensitive/confidential information.

Additional Information

This position requires a high level of analytical ability, independent judgment, and attention to detail in managing complex mortgage servicing activities within a highly regulated environment. The incumbent must routinely evaluate borrower financial circumstances, interpret investor and regulatory guidelines, and determine appropriate courses of action to mitigate financial risk while maintaining compliance and customer-focused outcomes. Strong emotional intelligence and advanced verbal communication skills are essential, as the role regularly involves de-escalating high-stress and emotionally charged situations with delinquent borrowers while maintaining professionalism, accuracy, and adherence to Fair Debt Collection Practices (FDCPA) and Consumer Financial Protection Bureau (CFPB) standards. The position requires a comprehensive working knowledge of mortgage servicing and loss mitigation guidelines related to FHA, VA, RHS, Fannie Mae, Freddie Mac, and Private Mortgage Insurance (PMI), including their application to collections, escrow administration, foreclosure timelines, and property preservation requirements. Advanced proficiency in Microsoft Office applications—particularly Excel and Word—is required to analyze account data, prepare documentation, track compliance requirements, and support reporting needs. The incumbent must be capable of managing multiple priorities simultaneously, exercising sound judgment with minimal supervision, and collaborating effectively with cross-departmental teams and external stakeholders to resolve complex servicing issues. The role involves a high degree of accountability, confidentiality, and consistency, as decisions and actions directly impact borrower outcomes, investor compliance, and the financial and reputational interests of Kentucky Housing Corporation.

Education Requirements

Some college coursework or an Associate Degree (A.A.) in Business Administration, Finance, Accounting, Economics, or a related field is preferred; or an equivalent combination of education, specialized training, and progressively responsible experience in mortgage servicing, financial services, loan administration, or related field.

Specialized training or certification related to mortgage servicing, loss mitigation, collections, escrow administration, regulatory compliance, or housing finance is strongly preferred.

Ongoing professional development to maintain knowledge of federal regulations, investor guidelines, and servicing standards is expected.

Experience Requirements

One to three years of relevant experience in mortgage servicing, loan administration, collections, or financial services, including borrower contact and account analysis within a regulated environment.

Experience with delinquency resolution, escrow processes, or loss mitigation is preferred.

Required Competencies

• Communication
• Customer Service
• Ethics and Values
• Organizational and Priority Setting Skills
• Initiative