Member Financial Solutions - Mortgage Specialist II

To control/collect on past due early stage mortgage and equity accounts (1 - 30 days) in delinquency, in accordance with all government, investor, VA/FHA, and Navy Federal rules and regulations. Provide member financial counseling and mitigate loss for Navy Federal. Work under moderate supervision. Perform moderately complex/varied tasks with moderate latitude. To control/collect on past due early stage mortgage and equity accounts (1 - 30 days) in delinquency, in accordance with all government, investor, VA/FHA, and Navy Federal rules and regulations. Provide member financial counseling and mitigate loss for Navy Federal. Work under moderate supervision. Perform moderately complex/varied tasks with moderate latitude. ### Responsibilities - Control past due mortgage and equity delinquencies by regularly reviewing member account data, contacting member, and reviewing or documenting the financial situation, to ensure data is accurate, up-to-date and in compliance with government and Navy Federal guidelines - Ensure required notifications, including collection emails, letters and any applicable state/regulatory letters are sent to members - Maintain systematic, consistent and reliable notes and contact history information on each member interaction and actions taken on accounts - Record, track and report member concerns to management - Notate member arrangements in Collection system, reason(s) for delinquency, and any foreclosure alternatives offered to member - Track and update action items in database(s) - Collect, prepare and maintain data for analysis, reports and reference - Perform manager share transfers (MST) for amounts up to authorized limits - Obtain detailed financial information from delinquent members and offer solutions and alternatives to bankruptcy/charge-off - Contact and counsel delinquent members in an attempt to cure delinquency utilizing all payment options and loss mitigation tools offered by Navy Federal - Perform other related duties as assigned - Analyze, research and resolve problems and discrepancies related to member accounts/loans - Ensure required notifications, including breach and collection letters, and any applicable state/regulatory/investor letters are sent to members - Initiate and ensure corrective action to member accounts and/or documentation to ensure complete and accurate documentation - Respond to inquiries; offer solutions to members, other business units and external organizations - Communicate external loss mitigation options, including, but not limited to: Making Home Affordable Program such as HARP - Offer short term property retention solutions including repayment plans, promises-to-pay, forbearance, modifications and deferral programs - Explain and communicate relinquishing property options such as short sales, deeds-in-lieu, and foreclosure ### Qualifications - Experience in performing clerical or administrative duties/responsibilities - Experience in member/customer service preferably in a call center, retail banking or financial institution - Working knowledge of state and federal laws affecting the collection of delinquent mortgage and equity loans; real estate, bankruptcy and foreclosure - Experience in resolving complex mortgage collection issues and inquiries - Working knowledge of NFCU, Fannie Mae, VA and Freddie Mac and MI guidelines to determine eligibility for mortgage collection - Advanced knowledge of Fair Debt collection Practices Act, Fair Credit Reporting Act and related federal and state consumer protection rules and regulations - Working knowledge of accounting, credit, and/or lending principles and techniques - Exposure to leading, guiding and mentoring others - Experience in working with complex specialized accounts/default data as it relates to collections/bankruptcy regulations and practices - Ability to work independently and in a team environment - Effective clerical, technical or administrative skills - Advanced skill following, interpreting and applying…