Senior Loan Counselor, Consolidated Loan Operations (Hybrid - Federal Way, WA)

Salary Range:

(Depending on knowledge, skills, abilities and location. Certain level jobs may be eligible for bonus, commission, and/or equity awards.)

Posting Date:

This job will be open and accepting applications for a minimum of three days from the date it was posted.

Benefits* worth writing home about:

• Medical, dental, and vision coverage for employees and their families
• Life, disability and family Leave
• 401(k) and Roth 401(k) with employer match
• Wellness program, employee assistance program, "Commute Trip Reduction" (CTR) and various employee discounts
• Generous vacation, sick leave, 11 paid holidays, and 16 hours of paid leave every year for community service work
• Free employee checking account and employee home loan discounts

*For eligible employees averaging 20 or more hours per week.

EO/AA Employer including Vets and Disabled.

Qualified applicants with arrest and conviction records will be considered in accordance with legal requirements.

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Job Description Summary:

Job Details:

PRIMARY FUNCTIONS:

• Serve as the primary point-of-contact for borrowers on assigned loans by making collection calls, receiving calls and answering questions, taking payments and gathering appropriate (QRPC) quality right party contact information.
• Presenting borrowers with all available workout options to avoid foreclosure referral. Including but not limited to setting repayment plans, soliciting borrower response packages and presenting workout solutions to help them retain their home and/or disposition with the need for foreclosure.
• Understanding of all investor types and requirements for loan servicing for all loans in the portfolio.
• Willingness to work "high risk" or vacant subsets of loans where needed.
• Willingness and ability to interact with loan counselors and clients to de-escalate certain situation that may arise, including taking over calls and answering complex situations.
• Respond to all correspondence in a timely and appropriate manner.
• Monitor assigned loans in delinquency, ensuring all required and appropriate number of calls are made in a timely fashion to ensure swift resolution. These actions include making calls, sending letters and following up with all relevant parties both internally and externally to achieve a resolution.
• Ensure that loans are referred to foreclosure in the timeframes mandated by investor guidelines and remaining compliant with State and Federal laws.
• Ensure that all collection activities are done in a manner that ensures the bank stays in compliance with all legislative, investor and insurer requirements.
• Ability to teach others and lead by example.
• Periodically review/research accounts to ensure we are providing all investors/insurers with accurate delinquency status information on accounts, both during month-end reporting and at other times, as appropriate.
• Ensures that correspondences and relevant information pertaining to accounts are imaged correctly and on a timely basis.

SECONDARY FUNCTIONS:

• Aid in complying with appropriate investor/ insurer servicing requirements.
• Work in a team environment to ensure that the department and division goals are compliance requirements are met.
• Recommend procedural changes to make processing easier and keep the company and department in compliance and aid in implementation where applicable.
• Develop and maintain a basic understanding of the overall loan servicing and mortgage lending process and be able to clearly communicate same to customers or refer borrowers to proper department, when appropriate.
• Assume additional duties as assigned including, but not limited to: Pulling certain reports, back-up phone coverage and other assistance to team members, default reporting, etc.

REQUIREMENTS:

• High school graduate or equivalent.
• Five years of relevant work experience in the mortgage servicing, customer service and/or collections industries.
• Some previous experience in a leadership role.
• Strong attention to detail.
• Possess general good judgment.
• Regular and punctual attendance required. Please note that occasional evening and weekend shifts and overtime will be required.
• Easily accepts responsibility, willing to assume additional duties/projects as they arise.
• Proven ability and desire to work with people of all personality types, both employees and customers, in a cooperative, courteous, professional and friendly spirit, maintaining emotional control at all times.
• Excellent customer service attitude, able to handle all customers in a firm, but fair and consistent manner.
• Learn quickly, not be afraid to ask questions and take and give instruction constructively.
• Expects and accepts regular change.
• Able to work within tight deadlines and under extreme pressure.
• Proven experience as a self-starter, dependable and accurate in completing work tasks/responsibilities with strong attention to detail and organizational skills.
• Correctly handle sensitive and confidential information.
• Excellent communication skills, including written, oral and in person.
• At least some basic experience using: Microsoft Word, Excel, Outlook and the internet.
• Good vision and hearing (corrected if necessary), able to sit for long hours and manual dexterity to include filing, reaching and bending.
• Ability to work late nights and overtime based on department needs.

Preferred candidates may also have:

• At least two (2) years of completed relevant college coursework.
• Experience using LPS/MSP/CPI software.
• Bi-lingual proficiency in Spanish preferred.
• Demonstrated experience working with VA/HUD, FHLMC/FNMA, and private investor/insurer requirements.

This Position Description may not be limited to the Functions and Requirements as outlined, now or in the future. For example, changes in corporate needs, position demands, or individual performance may result in changes to the Functions or Requirements of this position.

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