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.
• 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.
• 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.
• Respond to requests of other departments in a timely manner.
• Develop and maintain a basic understanding of the overall delinquency resolution process, including all loss mitigation options and be able to clearly communicate same to customers or refer to proper department, when appropriate.
• Work in team environment to ensure that the department and division goals are met.
• Occasionally assume additional duties as assigned including: back-up phone coverage and other assistance to other loan counselors, ordering appraisals and/or inspections for properties in the delinquency process.

REQUIREMENTS:

• High School graduate
• 3 years of demonstrable relevant work experience in the customer service, real estate, lending, foreclosure or collection industries
• Strong attention to detail
• Ability to process information and make sound decisions
• Regular and punctual attendance required. Please note that occasional evening and weekend shifts will be required
• 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 instruction constructively
• Expects and accepts regular change
• Able to work within tight deadlines and under 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
• Possess basic math skills
• 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
• Willing to work two late nights per month and overtime based on department needs

Preferred candidates may also have:

• Demonstrated experience with mortgage servicing. These candidates will be given particular priority, especially if the experience involves use of LPS/MSP/CPI software
• The ability to speak additional languages beyond English; with particular priority given to Spanish-speakers
• Experience working with VA/HUD, FHLMC/FNMA, MI companies 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.

Area: