Senior Loan Counselor – Mortgage Services

INTRUST Bank

. Collect on loans that are 30 days or more past due .

Posted 9/22/2026full-timeRemote • United StatesSenior💰 $21 - $25 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in loan collections, borrower communication, and negotiation to effectively manage delinquent accounts and minimize defaults. Proficient in utilizing collections systems and adhering to regulatory guidelines while maintaining high accuracy and attention to detail.

Highest-signal resume keywords

Loan CollectionsNegotiation SkillsInvestor Guidelines KnowledgeICE Mortgage Technology ProficiencyMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Loan ServicingData EntryPayment ProcessingSkip TracingQuality Control Reporting

Soft Skills

Professional CommunicationOrganizational SkillsCritical ThinkingProblem-SolvingTime Management

Tools & Technologies

Call Center SystemsAuto DialersTelephony PlatformsWindows Operating SystemsMSP

Industry Keywords

Fannie MaeFreddie MacFHLBFHA/HUDVAUSDADefault Loan ServicingLoss Mitigation ProgramsForeclosureBorrower Communication

About the role

Key responsibilities & impact

Collect on loans that are 30 days or more past due
Proactively contact 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, establish, and monitor short-term repayment plans
Adhere to federal, state, investor, and insurer requirements governing collections and borrower communications
Collaborate with internal departments, external partners, and investor representatives
Complete investor tasks, provide updates, participate in conference calls, and contribute to portfolio performance reviews
Maintain knowledge of loss mitigation programs and retention and liquidation options
Assist borrowers with completing financial packages and submitting accurate documentation on time
Educate borrowers about delinquency, foreclosure, credit reporting, and bankruptcy consequences
Maintain accurate servicing system records, including notes, codes, default holds, and status updates
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 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 training and departmental meetings
Support continuous improvement, special projects, audits, quality control initiatives, and cross-functional work

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 advantageous
Experience with ICE Mortgage Technology platforms, including MSP, highly preferred
Proficiency with Windows operating systems and Microsoft Office applications (Outlook, Word, Excel, Teams) required
Strong typing and data entry skills
Professional verbal and written communication skills
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 negotiation, problem-solving, and solutions-oriented skills
Compliance with applicable regulations, internal controls, departmental procedures, and company policies
Ability to lift up to 20 pounds
Ability to sit at a computer desk for extended periods
Ability to perform repetitive computer mouse and keyboard tasks

Benefits

Comp & perks

Remote work may be performed from a private home office
Indoor, climate-controlled office environment and/or home office, or a combination of both, at management’s discretion
Equal Opportunity / Affirmative Action Employer