Mortgage Resolution Specialist - Credit Resolution

This position is hybrid. The employee is split between remote and office work on a formalized schedule. Locations are Bank Plaza - Wheeling, WV;
Ellwood City - Ellwood City, PA;
Youngstown Main - Youngstown, OH; and West Dixie - Elizabethtown, KY.

Manage the day‑to‑day collections of a portfolio of residential real‑estate secured loans. Provide borrowers with intervention options to avoid foreclosure, submit modification request packages for decision, and assist with follow‑up actions. Serve as the first point of contact with borrowers throughout the loss mitigation process. Maintain comprehensive knowledge of mortgage loan servicing requirements, regulations, and applicable state and federal collections laws to ensure compliance with the Bank’s policies and CFPB timelines.

• Initiate outbound and receive inbound phone calls related to the collection of delinquent accounts.
• Reduce delinquency, prevent foreclosure, and minimize charge‑offs or charge‑downs on accounts in the work queue via the department business system (CARM Pro).
• Determine reasons for non‑payment.
• Skip‑trace accounts to locate customers whose contact information has not been verified (phone, address, employment).
• Review all Bank systems (FIS Intellect, Image Centre, etc.) to assess customer relationships and facilitate account collection.
• Prepare letters and correspondence to customers while maintaining compliance with CFPB requirements.
• Negotiate payment arrangements with borrowers.
• Maintain a detailed tracking log for all accounts throughout the collection and loss mitigation process.
• Process GL and payment tickets when payment is received.
• Assist borrowers in understanding options to avoid foreclosure, including short sale, deed in lieu of foreclosure, forbearance, and loan modification.
• Provide borrowers with information about loss mitigation options and required actions for evaluation, including applicable deadlines.
• Provide status updates on any loss mitigation application and identify circumstances that may lead the Bank to refer a loan for foreclosure.
• Review loan modification packets and supporting documents to ensure completeness and assist borrowers with any needed follow‑up.
• Submit completed loss mitigation packages for approval.
• Adhere to stated timelines throughout the collection and loss mitigation process.
• Verify “Proof of Insurance” for collateralized loans as needed.
• Order appraisals when appropriate.
• Analyze loan/collateral files to recommend appropriate actions.
• Review personal credit and asset reports to recommend strategy.
• Organize and prepare files for referral to foreclosure.
• Record file notations for all correspondence and events in the CARM Pro system.

• Banking is a highly regulated industry; employees must acquire and maintain proficiency in the Bank's policies and procedures, and adhere to all applicable laws, rules, and regulations.
• Complete all assigned compliance training in a timely manner.
• Willingness to provide a level of service that differentiates the Bank from its competitors.
• Professional demeanor in appearance, interpersonal relations, work ethic, and attitude.
• Possess clear, concise, effective written and oral communication skills.
• Ability to accurately follow instructions on a variety of subjects.
• Manage time effectively.
• Work as part of a team.
• Maintain confidentiality.
• Accurately handle work detail.
• Work in a high‑pressure, fast‑paced environment.
• Proficiency in MS Office (Word, Excel, Outlook).
• Knowledge of and ability to use FIS Intellect and CARM Pro Collection System preferred.

• High school diploma or GED.
• Associate’s degree preferred.
• Minimum of two (2) years of banking experience.
• Minimum of one (1) year of collections experience.
• Comprehensive knowledge or ability to learn all applicable state and federal regulations relating to the collection of residential real‑estate loans, including the January 2014 CFPB guidelines (preferred).