Job Description

Ref No.:19-03478
Location: Richmond, Virginia
The work schedule is:

4:30 – 9:00pm or 5:00 – 9:00pm or 5:30 – 9:00pm
There is 1 required Saturday each month from 9:00 – 1:00pm.

Job Summary

Assist in maintaining or lowering delinquency rates in accordance with benchmarks set forth by Division Director; in line with strategic goals. Utilize appropriate collection and counseling techniques as applicable, FDCPA compliant and ensure compliance with the Insurer/Guarantor guidelines. Performs preliminary loss mitigation review to determine hardships and identify potential loss mitigation candidates. Send out borrower assistance packages and default letters when applicable.
Assigned to collect funds due for 30 to 60-day delinquent single family mortgage accounts. Determines appropriate actions to bring loan current or refer to loss mitigation. Ensures compliance with all insurer, guarantor, and internal policies and procedures. Monitors account status and initiates contact using telephone and written correspondence.

Delinquent Counseling
Sets up telephone and personal interviews with individual borrowers. Arranges repayment agreements and sets payment schedule to bring loan current.

Pre - Loss Mitigation Review
Performs preliminary steps for referral/transfer to loss mitigation, including a compliance review of collection efforts, breach letters, HUD letters and inspections.

Fee Assessment/Collection
Assesses and collects fees charged against individual accounts as required, to include, non-sufficient funds (NSF-returned check), late charges, property inspection, and phone payment fees.

VHDA Core Competencies
  • Knowledgeable
  • Mission-Driven
  • Can-Do Attitude
  • Collaborative
  • Customer Focused
Position Specific Competencies
  • Listening Skills
  • Customer Service
  • Excellent Communication
  • Dependability
  • Manages Change
Skills and Knowledge
Excellent written and oral communication skill: This position requires the ability to convey all available payment/workout options and/or assistance to borrowers. Clear and accurate conversation documented within the system of record on the mortgage servicing platform.
Investor/Insurer Guidelines: The position requires understanding of policies, procedures and investor and insurer guidelines regarding servicing.
Customer Service: The position requires the ability to provide excellent customer service. Must be able to maintain composure under pressure and in confrontational situations
Make independent decisions and exercise sound judgement

Working Relationships
On a daily basis, this position partners with all of Default Servicing to resolve customer inquiries: payment research/disputes, credit disputes, escrow questions, and loss mitigation questions.
Education and Experience
Education: High School Diploma or GED or equivalent vocational/technical training.
Experience: Some mortgage servicing experience, 3-5 years preferred; Broad experience in both commonplace and unusual work situations and problems associated with the occupational field - sufficient to plan and administer major work programs.
Physical Demands
The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made as required by applicable law to enable qualified individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to walk; sit; use hands\fingers to crouch, handle, and/or reach with hands and arms. The employee is occasionally required to stand and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25+ pounds. Specific visions abilities required by this job include close vision, distance, color vision, peripheral vision, depth perception, and ability to adjust focus.
Other Duties Statement
The job description is not designed to cover and contain a comprehensive listing of all activities, duties, or responsibilities required by the associate. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice in the sole discretion of VHDA.

The work schedule is:

4:30 – 9:00pm or 5:00 – 9:00pm or 5:30 – 9:00pm
There is 1 required Saturday each month from 9:00 – 1:00pm.

Application Instructions

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