Mortgage Collection Counselor III

$46,010 - $70,512/Yr

Navy Federal Credit Union - Winchester, VA

Full-time - Mid Level

Winchester, VA

Credit Intermediation and Related Activities

About the position

The Mortgage Collection Counselor III is responsible for managing and collecting on past due mortgage and equity accounts that are significantly delinquent. This role involves providing financial counseling to members, ensuring compliance with various regulations, and mentoring team members. The counselor will work independently to resolve complex issues while maintaining accurate records and communication with members.

Responsibilities

• Control past due mortgage and equity delinquencies by regularly reviewing member account data and contacting members.
• Ensure required notifications, including collection emails and letters, are sent to members.
• Maintain systematic and reliable notes and contact history on each member interaction.
• Record, track, and report member concerns to management.
• Notate member arrangements in the Collection system and document reasons for delinquency.
• Track and update action items in databases.
• Collect, prepare, and maintain data for analysis and reports.
• Perform manager share transfers (MST) for amounts up to authorized limits.
• Obtain detailed financial information from delinquent members and offer solutions to avoid bankruptcy.
• Contact and counsel delinquent members to cure delinquency using available payment options.
• Analyze, research, and resolve problems related to member accounts/loans.
• Ensure required notifications, including breach and collection letters, are sent to members.
• Initiate corrective action to member accounts to ensure accurate documentation.
• Respond to inquiries and offer solutions to members and other business units.
• Communicate external loss mitigation options to members.
• Offer short-term property retention solutions and explain relinquishing property options.
• Serve as mentor/trainer to team members and provide guidance.
• Research, gather, and synthesize data; present conclusions to management.

Requirements

• Significant experience in performing clerical or administrative duties.
• Significant experience in member/customer service, preferably in a call center or financial institution.
• Advanced knowledge of state and federal laws affecting the collection of delinquent mortgage and equity loans.
• Significant experience in resolving complex mortgage collection issues.
• Expert knowledge of NFCU, Fannie Mae, VA, and Freddie Mac guidelines.
• Expert knowledge of Fair Debt Collection Practices Act and related consumer protection regulations.
• Advanced knowledge of accounting, credit, and lending principles.
• Experience in leading and mentoring others.
• Experience in work displaying increasing levels of responsibility.
• Significant experience with complex specialized accounts and bankruptcy regulations.
• Ability to work independently and in a team environment.
• Advanced clerical, technical, or administrative skills.
• Advanced research, analytical, and problem-solving skills.
• Advanced verbal and written communication skills.
• Advanced database and presentation software skills.

Nice-to-haves

• Working knowledge of Navy Federal mortgage products, services, programs, policies, and procedures.

Benefits

• Highly competitive pay
• Generous benefits and perks
• Hybrid workplace options
• Career development opportunities