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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, borrower communication, and negotiation to effectively manage delinquent accounts and mitigate defaults. Proficient in utilizing collections systems and maintaining compliance with investor and insurer guidelines.
Highest-signal resume keywords
Loan CollectionsNegotiation SkillsInvestor Guidelines KnowledgeCall Center Systems ExperienceMicrosoft Office Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Collections ManagementRepayment Arrangement NegotiationData EntryPayment ProcessingSkip TracingQuality Control ReportingFinancial Documentation AssistanceShort-Term Repayment PlansCompliance AdherenceLoss Mitigation Knowledge
Soft Skills
Professional CommunicationOrganizational SkillsTime ManagementCritical ThinkingProblem-Solving
Tools & Technologies
ICE Mortgage TechnologyMSPAuto DialersTelephony PlatformsWindows Operating Systems
Industry Keywords
Fannie MaeFreddie MacFHA/HUDVAUSDADefault Loan ServicingBorrower CommunicationForeclosure PreventionInvestor RelationsServicing-System Records
About the role
Key responsibilities & impact- Collect on loans that are 30 days or more past due
- 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
- Follow 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 support portfolio performance reviews
- Maintain knowledge of loss mitigation programs and default operations
- Assist borrowers with financial packages and documentation
- Educate borrowers about delinquency, foreclosure, credit reporting, and bankruptcy consequences
- Maintain accurate servicing-system records, notes, codes, default holds, and status updates
- Establish one-time and recurring payment drafts
- Review 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 update 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, departmental meetings, audits, quality-control initiatives, special projects, and cross-functional support
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
- Organizational, time management, critical thinking, and analytical skills
- Accuracy and attention to detail
- Ability to prioritize tasks and meet deadlines
- Ability to handle confidential and sensitive information responsibly
- Negotiation, rapport-building, and problem-solving skills
- Compliance with applicable regulations, internal controls, departmental procedures, and company policies
- Completion of required training within established timelines
- Ability to lift up to 20 pounds
- Ability to sit for extended periods at a computer desk
- Ability to perform repetitive computer mouse/keyboard tasks
Benefits
Comp & perks- Incentives in addition to the target salary
- Indoor, climate-controlled office environment and/or private home office, or a combination of both, at management’s discretion
- Equal Opportunity / Affirmative Action Employer