Mortgage Receivables Supervisor
Responsible for the timely, accurate completion of mortgage servicing functions and mortgage payment processing for Habitat Charlotte Region’s mortgage portfolios. Perform delinquency and foreclosure prevention strategies to meet the organization’s goals for portfolio performance and homeowner success. Manage customer outreach and respond to incoming customer service inquiries. Other duties are described below under Principal Accountabilities.
• Oversee timely and accurate payment processing activities including processing and posting check payments to servicing database; and managing data imports and exports for online payments
• Prepare and review daily deposit report to ensure accuracy of payment and account data in servicing database; run end-of-month report series
• Monitor and address customer service inquiries via telephone and email; research and resolve routine and escalated customer account inquires
• Perform file maintenance, document preparation, and customer outreach as needed
• Perform and track routine mortgage services tasks and portfolio maintenance
• Responsible for late notices to borrowers and other servicing team correspondence
• Effectively communicate and build relationships with mortgage customers and Habitat staff while operating in a fast-paced customer service driven environment
• Engage strategies to minimize delinquency rates including making analysis of loan history and escrow accounts and reviewing payment plans as needed
• Maintain payment processing and mortgage servicing procedures and make recommendations for process improvements
• Adhere to Board-Approved Mortgage Delinquency Policies with emphasis on delinquency prevention
• Adhere to policies and practices consistent with legal requirements for mortgage servicing and collections
• Serve as single point of contact for community agency partners as it relates to reinstatement plans for delinquent borrowers
• Assist with monthly delinquency portfolio reports
• Develop trending, root-cause analysis and reporting as needed including mini-projects, process improvement, KPI analysis and other initiatives as delegated by the Director of Mortgage & Real Estate Services
Knowledge, skills, abilities and education:
• Minimum 1-year mortgage servicing experience
• 1 to 3 years experience supervising and motivating staff
• Proficient with CRM, datatbase management system
• A bias toward action with an aptitude and attitude to meet, if not exceed, monthly goals and benchmarks.
• Professional poise and attitude to be an effective and efficient collection practitioner
• General knowledge of mortgage lending/servicing industry & Fair Debt Collection Practices Act (FDCPA)
• 2+ years’ experience in a residential mortgage loan operations position (preferred)
• General collections experience preferred
• Housing Counseling experience with Loss Mitigation/Foreclosure Intervention (LMFI) specialization preferred
• Experience with implementing retention and disposition options for delinquent borrowers preferred.
• Excellent organizational skills and able to manage multiple priorities with a high attention to detail while meeting strict timelines and deadlines.
• College degree preferred, or any combination of the noted skills that demonstrates ability to perform the responsibilities of this position
• Experience using mortgage servicing software required.
• Notary Public (current or eligible)
• Experience working with ethnically and socio-economically diverse populations
• Ability to work with and through an interpreter as needed
• Willingness and demonstrated ability to work well with all types of people, communicating positively and respectfully when interacting with employees, homeowners, volunteers and the public
• Excellent communication and customer service Skills
• Proficient with Microsoft Office Suite or related software
• Must possess motivation, initiative, self-direction, and personal integrity
• Demonstrated ability to follow through with tasks and responsibilities
• Consistent and reliable attendance; adhere to schedules and deadlines
• Represent Habitat in a positive manner to other staff, Homeowners and HIP, Community Partners, Volunteers, Habitat Partner Families, and others you come in contact with, ensuring teamwork, engagement and motivation of others.
• Willingly adhere to Habitat’s Code of Conduct Policy and any other policies set forth by the organization
• Valid driver’s license with personal vehicle that will be used for business purposes and the ability to be insured by Habitat’s insurance provider
• Commitment to Habitat program
• Ability to lift up to 20 lbs. unassisted occasionally
• Ability to work on a computer for up to 8 hours in a day
• Ability to sit for prolonged periods of time
• Ability to communicate in person, over phone and/or via computer
• Ability work in office environment as needed which requires ability to speak, hear, with the visual and manual dexterity to manage papers, reports, and typing. Must embody the capacity to maintain the following for several hours at a time: use of personal computer or similar technology, phone, sitting as required.
• Habitat Staff
• Habitat borrowers
• Collaborating Agencies
Level of authority:
Authorized to provide necessary and appropriate required personal homeowner information for the purpose of conducting day-to-day business. Authorized to provide account information only with written permission from the homeowner or their designated representative.
Estimated Time Commitment: 40 hours/week