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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in loan collections, negotiation, and adherence to investor and insurer guidelines while maintaining accurate servicing records. Proficient in utilizing call center systems and Microsoft Office applications to effectively manage borrower communications and documentation.
Highest-signal resume keywords
Loan CollectionsNegotiation SkillsInvestor Guidelines KnowledgeMicrosoft Office ProficiencyCall Center Systems Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Loan ServicingRepayment Arrangement NegotiationData EntrySkip TracingQuality Control ReportingFinancial Package AssistancePayment Posting ValidationSuspense Account ProcessingDocumentation AccuracyTime Management
Soft Skills
Effective CommunicationOrganizational SkillsCritical ThinkingProblem-SolvingDependability
Tools & Technologies
ICE Mortgage TechnologyMSPAuto DialersTelephony PlatformsWindows Operating Systems
Industry Keywords
Fannie MaeFreddie MacFHA/HUDVAUSDALoss Mitigation ProgramsDefault Loan ServicingCompliance RegulationsInvestor Conference CallsPortfolio Performance Reviews
About the role
Key responsibilities & impact- Collect on loans that are 30 days or more past due
- Initiate proactive contact with delinquent borrowers to reestablish payment patterns and reduce default progression
- Negotiate and restructure repayment arrangements to cure delinquencies and avoid foreclosure
- Review, negotiate, approve, calculate, set up, and monitor short-term repayment plans
- Ensure adherence to federal, state, investor, and insurer requirements
- Collaborate with internal departments, external partners, investor representatives, and investor contacts
- Participate in investor conference calls and portfolio performance reviews
- Maintain working knowledge of loss mitigation programs and retention and liquidation options
- Assist borrowers with completing financial packages and submitting accurate documentation
- Educate borrowers on consequences of delinquency, foreclosure, credit reporting, and bankruptcy
- Maintain accurate servicing system records, including notes, codes, default holds, and status updates
- Authorize and establish one-time and recurring payment drafts
- Review, instruct, and validate payment posting or reversal requests
- Monitor and process suspense account queues
- Manage departmental email inboxes and respond to inquiries
- Conduct outbound and inbound borrower calls using manual dialing and automated dialer systems
- Secure and follow up on promises to pay
- Perform skip tracing to obtain updated borrower contact information
- Generate, review, and act on quality control reports and task lists
- Provide backup support during high-volume periods or staffing shortages
- Participate in required training and departmental meetings
- Perform special projects, audits, quality control initiatives, and cross-functional support as assigned
Requirements
What you’ll need- High school diploma (or equivalent) required
- Knowledge of investor and insurer guidelines (Fannie Mae, Freddie Mac, FHLB, FHA/HUD, VA, USDA, and private investors) preferred
- Previous experience in collections, and related default loan servicing preferred
- Experience with call center systems, auto dialers, and telephony platforms is advantageous
- Experience with ICE Mortgage Technology platforms, including MSP, is highly preferred
- Proficiency with Windows operating systems and Microsoft Office applications (Outlook, Word, Excel, Teams) required
- Strong typing and data entry skills
- Ability to communicate professionally and effectively in verbal and written formats
- Excellent organizational, time management, critical thinking, and analytical skills
- High degree of accuracy and attention to detail
- Ability to prioritize tasks and meet deadlines
- Ability to handle confidential and sensitive information responsibly
- Effective problem-solving skills and a solutions-oriented mindset
- Dependability, reliability, and accountability
- Compliance with applicable regulations, internal controls, departmental procedures, and company policies
- Able to lift up to 20 pounds
- Able to sit for extended periods at a computer desk
- Able to complete repetitive computer tasks
- Able to manage extended periods of listening, talking, and taking notes