Overview

This position serves as personnel available to borrowers by phone that are experiencing financial hardships. Provides assistance and information to borrowers on possible Loss Mitigation options and the subsequent needed actions. Facilitates the receipt of a complete hardship application and remains in contact with the borrower throughout the process. Prepares and reviews documentation to ensure all servicing efforts on covered accounts comply with applicable regulations and investor guidelines. This position is considered the first line of defense and expected to maintain a high level of attention to detail, analyze facts, and make sound decisions in order to mitigate risk to the Bank.

Responsibilities

• Loan Resolution - Responsible for contacting borrowers in financial distress to gather information and required documentation for a complete Loss Mitigation Application. Maintains contact with borrower throughout the process, sending applicable written notices or disclosures. Monitors approved plans until the borrower completes short term repayment plans or makes the required payments.
• Client Support - Identifies and supports clients who are eligible for assistance. Contacts clients who are in Foreclosure, who were dismissed or discharged from bankruptcy, or who have inquired about possible assistance in order to begin the process.
• Operational Support - Acts as a liaison between business units, Retail Credit Underwriting teams, and branches regarding distressed borrowers.
• Portfolio Servicing - Participates in servicing efforts for acquired institutions. Works with acquired institutions to service defaulted or covered assets, and to assist with mortgage loans. Modifies or recommends charge offs as appropriate.