Job Description Help for Job Description. Opens a new window. Overview To control/collect on past due late stage mortgage and equity accounts (31 + 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. Serve as mentor/trainer and provide guidance and assistance to team members. Work under minimal supervision. Conduct complex/difficult tasks of considerable 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 stateegulatory 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 Analyze, research and resolve problems and discrepancies related to member accounts/loans Ensure required notifications, including breach and collection letters, and any applicable stateegulatory/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 Serve as mentor/trainer and provide guidance and assistance to team members Research, gather and synthesize data; present conclusions and recommendations to management and/or team members Perform other related duties as assigned Qualifications Significant experience in performing clerical or administrative dutiesesponsibilities Significant experience in member/customer service preferably in a call center, retail banking or financial institution Advanced knowledge of state and federal laws affecting the collection of delinquent mortgage and equity loans; real estate, bankruptcy and foreclosure Significant experience in resolving complex mortgage collection issues and inquiries Expert knowledge of NFCU, Fannie Mae, VA and Freddie Mac and MI guidelines to determine eligibility for mortgage collection Expert knowledge of Fair Debt collection Practices Act, Fair Credit Reporting Act and related federal and state consumer protection rules and regulations Advanced knowledge of accounting, credit, and/or lending principles and ...For full information see follow application link. Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability AI Translation Assistant Opens in new window