Mortgage Specialist II

• Control past due mortgage and equity delinquencies by regularly reviewing member account data, contacting members, and reviewing or documenting the financial situation.
• Ensure required notifications, including collection emails, letters and any applicable state/regulatory letters are sent to members.
• Maintain systematic, consistent and reliable notes and contact history information on each member interaction and actions taken on accounts.
• Record, track and report member concerns to management.
• Allow members to explore all payment options and loss mitigation tools offered by Navy Federal.
• Perform other related duties as assigned; analyze, research and resolve problems and discrepancies related to member accounts/loans.

• Experience in performing clerical or administrative duties/responsibilities
• Experience in member/customer service preferably in a call center, retail banking or financial institution
• Working knowledge of state and federal laws affecting the collection of delinquent mortgage and equity loans; real estate, bankruptcy and foreclosure
• Experience in resolving complex mortgage collection issues and inquiries
• Working knowledge of NFCU, Fannie Mae, VA and Freddie Mac and MI guidelines to determine eligibility for mortgage collection
• Advanced knowledge of Fair Debt Collection Practices Act, Fair Credit Reporting Act and related federal and state consumer protection rules and regulations
• Working knowledge of accounting, credit, and/or lending principles and techniques
• Exposure to leading, guiding and mentoring others
• Experience in working with complex specialized accounts/default data as it relates to collections/bankruptcy regulations and practices
• Ability to work independently and in a team environment
• Effective clerical, technical or administrative skills
• Advanced skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations
• Effective research, analytical, and problem-solving skills
• Effective verbal and written communication skills
• Effective database and presentation software skills
• Effective skill exercising initiative and using good judgment to make sound decisions

Demonstrates expertise in mortgage collection processes, including knowledge of relevant state and federal laws, and effective communication skills to assist members with payment options and loss mitigation tools. Proficient in analyzing and resolving complex issues related to member accounts while maintaining accurate documentation and compliance with consumer protection regulations.

• Mortgage Collection Experience
• Knowledge of Fair Debt Collection Practices Act
• Understanding of State and Federal Laws
• Customer Service in Financial Institutions
• Analytical and Problem-Solving Skills

• Clerical Duties
• Mortgage Collection
• Financial Analysis
• Regulatory Compliance
• Accounting Principles
• Credit Principles
• Lending Techniques
• Data Interpretation
• Documentation Skills
• Research Skills

• Effective Communication
• Team Collaboration
• Initiative
• Judgment
• Mentoring

• NFCU
• Fannie Mae
• VA Guidelines
• Freddie Mac
• Consumer Protection Regulations
• Bankruptcy Regulations
• Foreclosure

• Database Software
• Presentation Software