Mortgage Servicing Specialist

Responsibilities

• Maintain knowledge of collection policies, manuals, Freddie Mac and Fannie Mae regulations and guidelines, legalities that apply to collections, mortgage loan documents (including terms and covenants that affect collections), and collateral security of the loan.
• Retrieve delinquency reports.
• Make initial contact (telephone, letter, or face-to-face) with mortgage loan customers whose accounts are delinquent in accordance with Company policy, Fair Credit Collection laws, and secondary market guidelines.
• Work with customers to establish a repayment arrangement to cure delinquency.
• Maintain the servicing system by documenting dates contacted, reason for delinquency, action requested, and promises made by the customer; follow up as needed.
• Request financial statements from borrowers when necessary to evaluate potential repayment and/or forbearance plans and review information with the borrower.
• Counsel delinquent borrowers with credit problems, assist them in reducing indebtedness and making full repayment to creditors to re-establish a satisfactory credit rating, or refer them to an appropriate credit counseling organization.
• Obtain and provide information to credit reporting agencies regarding payment records of borrowers and use credit bureau services as needed to collect accounts.
• Skip-trace customers using information obtained from loan files and credit bureaus.
• Maintain an acceptable level of delinquency percentages.
• Research lost and misapplied payments.
• Collect funds due from insufficient funds checks.
• Complete general ledger entries when applicable.
• Review unapplied reports to determine the receipt of delinquent payments.
• Review and collect payments from the Return Resolution report (ACH returns) that are returned for various reasons (e.g., insufficient funds, closed accounts).
• Prepare documentation for attorneys on delinquent mortgage loan accounts referred for breach/right-to-cure letters.
• Perform other duties as assigned.