Specialist - Loan Resolutions Forclosure/REO

About the Role

In a call center environment, provides assistance and in-depth troubleshooting for members to retain their homes and/or coordinate a graceful exit.

Responsibilities

• Develop viable solutions with members to keep them in their homes.
• Serve as the main point of contact for foreclosure attorneys.
• Manage foreclosure case timeline in accordance with TDECU policy.
• Manage assignment of foreclosed property to realtors and all required property maintenance.
• Review real estate contracts and present offers to Senior Management.
• Review foreclosure invoices for accuracy and payment.
• Manage assignments of foreclosed property sent to attorneys and all invoices received.
• Produce daily, weekly, and monthly reporting required for Loan Resolutions, Senior Leadership, Finance Department, and Government Agencies.
• Work with members for completion of Loss Mitigation packets to determine qualification for deferment, forbearance, or appropriate workout options.
• Perform document processing and workflow in the system of record.
• Perform PMI delinquent account reporting and claim processing.

Requirements

• High school diploma or GED required.
• Associate's degree preferred or equivalent mix of education and collections experience.
• Two to three years of previous collections/loan resolutions experience, customer service, or sales experience is highly preferred.
• Strong understanding of foreclosure and/or real estate processes.

Skills

• Desire to help people.
• Provide guidance in determining member eligibility for assistance in the Home Affordable Unemployment Program (HAUP), the Home Affordable Modification Program (HAMP), or the Home Affordable Foreclosure Alternatives Program (HAFA).
• Professional telephone manner.
• Strong negotiation skills.
• Strong listening skills.
• Able to defuse high-tension situations confidently, effectively, and professionally.
• Ability to navigate quickly within various computer programs.
• Possess a strong knowledge of all foreclosure and REO requirements.

Physical Demands and Work Environment

While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit. An employee must frequently lift and/or move up to 10 pounds and may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate. This position may require travel up to 20% of the time based on business needs.

Regular attendance is an essential function of this position, meaning the employee is required to report to work on time and must remain available to clients during scheduled hours. This position requires face-to-face interaction in person or by telephone and email with members, clients, and vendors.