Loan Resolution Specialist

Loan Resolution Specialist I

The primary mission of this role is to reduce loan delinquency by helping borrowers resolve past-due accounts and maintain successful repayment arrangements. This position contacts delinquent customers, conducts phone and home visit outreach, and assists with loss mitigation efforts. The role maintains accurate documentation of customer interactions, financial status, and collection activities. Success is measured by timely account resolution, reduced delinquency rates, and the protection of the organization's loan portfolio.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Complete both written and oral reports to supervisor, as requested.
• Assist Collection department with 60 and 90+ past due accounts (including Loss Mitigation applications).
• Communicate with 30+ days or more past due customers via telephone or face to face to determine reason for overdue payment and to attempt to correct the situation.
• Record contacted customer information regarding financial status of customer and status of collection efforts.
• Conduct home visits on 30+ days past due accounts.
• Confer with customer and attempt to determine the reason for overdue payment, reviewing terms of contract with customer and coordinating face-to-face interviews.
• Mail pre-demand letters to customers to encourage payment of delinquent accounts.
• Record information about financial status of customer and status of collection efforts.
• Perform other related duties as requested and assigned, including back-up for payment clerk.

This position does not have supervisory responsibilities.

• High school diploma, GED, or equivalent from an accredited institution.
• 2 or more years of experience in customer service and clerical management duties.
• Bilingual in English and Spanish, with strong written and verbal communication.
• Experience with Microsoft Word, Excel, and Outlook.
• Valid, current, and non-restricted Texas driver’s license.

• 2 or more years of successful course studies from an accredited university or college.
• Experience with FICS Mortgage Software.
• Excellent interpersonal skills necessary to positively represent the agency and to interact professionally with all employees, customers, and outside entities.
• Ability to work with customers and staff with diverse backgrounds.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

The physical demands outlined here represent the requirements necessary for an employee to perform the essential functions of this job successfully. While carrying out job duties, the employee must regularly communicate verbally and listen. Additionally, the employee is frequently required to stand, walk, use their hands for tasks such as handling or manipulating objects, and reach with their hands and arms.

Some flexibility in hours is allowed, but the employee must be available during the organization's core work hours, which are Monday through Friday from 8:00 AM to 5:00 PM. A minimum of 40 hours per week is expected.

This position may require occasional travel outside the area for training or home visits.

Applicants must be legally authorized to work in the United States. Verification of eligibility will be required at the time of hiring.

Affordable Homes of South Texas, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This job description provides a general overview of the role and does not list all possible duties, responsibilities, or tasks required of the employee. These may change at any time, with or without notice.

Monday through Friday from 8:00am to 5:00pm with a one-hour lunch.

8 hours per day excluding breaks.