• Job Description

  Req#: 997

  This position requires you to be in the office full-time.

  Critical features of this job are described under the headings below. They may be subject to change due to changes in our business processes or other business-related reasons.

  POSITION SUMMARY: Coordinates and administers functions relating to the processing of bankruptcy proof of claim activity, loss mitigation claim activity, post foreclosure claim activity, property preservation, and borrower account administration. This work requires direct contact with the public, the exercise of good judgment and the application of Tennessee Housing Development Agency (“THDA”) policies and procedures as they relate to the application of payments, collection of amounts past due, loss mitigation, borrower counseling and other general customer service inquiries.

  ESSENTIAL DUTIES AND RESPONSIBILITIES

  Essential duties and responsibilities include the following. Other duties may be assigned.

  • Prepares and processes bankruptcy Proof of Claim referrals and documents for filing; provides timely review and approval to ensure filing deadlines are met.

  • Completes bankruptcy notice of payment changes and amended proof of claim referrals; follows up for filing and trustee acceptance.

  • Monitors bankruptcy payments and provides reporting to bankruptcy attorney for missing payments.

  • Ensures bankruptcy payments are posted to the system of record in accordance with the proof of claim.

  • Prepares files for mortgage insurance claim submission and appropriate documentation for audit purposes.

  • Submits foreclosure claims to mortgage insurers; monitors for acceptance and payment; clears exceptions on suspended claims.

  • Handles conveyance process to HUD and VA, including title package submission and monitoring for conveyance acceptance.

  • Monitors efforts to meet first legal date requirements and reasonable diligence date requirements; prepares time line extension and variance requests to HUD as needed.

  • Handles communications with external partners on foreclosure and bankruptcy actions.

  • Follows insurer guidelines for delinquent account management and collects documentation on foreclosure efforts and bankruptcy proceedings to support account activity.

  • Assists with property preservation efforts, prepares properties for conveyance or transfer to Real Estate Owned (REO) management.

  • Sets active follow up arrangements on accounts; records notes and financial data.

  • Maintains and files electronic information to customer accounts with proper noting and documentation.

  • Assists with vendor management including notices of findings and scorecard reviews.

  • Provides phone support through the Loan Servicing call center including incoming and outgoing follow up communications and responding to customer requests for information on their accounts.

  • Provides assistance with borrower counseling, loss mitigation processing and foreclosure avoidance.

  • Provides assistance with mailing letters, forms or other customer contact.

  • Assists with error resolution and customer complaint tracking.

  • Provides back up for other Loan Servicing functions.

  MINIMUM QUALIFICATIONS

  The requirements listed below are representative of the knowledge, skills, and/or abilities required.

  Education and Experience:

  • High school diploma or GED.

  • Mortgage foreclosure and/or bankruptcy experience.

  • Telephone customer service experience.

  • Experience with Pacer, C-Max, FHA Connection Claims, EVARS, YARDI/P260, and/or Financial Industry Computer Systems (FICS).

  • Successful completion of Mortgage Bankers Association courses in “Mortgage Servicing Basics Course” and/or “Conventional Foreclosure, Claims & Corporate Advance” preferred.

  The above qualifications express the minimum standards of education and/or experience for this position. Other combinations of education and experience, if evaluated as equivalent, may be taken into consideration.

  Knowledge, Skills, Abilities, and Competencies:

  • Excellent customer service skills.

  • Excellent telephone etiquette.

  • Excellent verbal and written communication skills.

  • Strong analytical skills.

  • Ability to accurately enter data into electronic systems.

  • Strong interpersonal skills; ability to remain calm in tense situations.

  • Builds and maintains positive relationships with internal and external constituents.

  • Ability to work effectively as part of a team.

  • Ability to plan and organize a large workload.

  • Maintains high level of confidentiality.

  • Strong organizational and time management skills; uses time effectively; consistently meets deadlines.

  • Documents regularly, thoroughly, accurately, and completely with a high level of detail.

  • Ability to read, follow and interpret instructions, regulations and policies.

  • Exercises good and consistently fair judgment, courtesy, and tact in dealing with the staff and public in giving and obtaining information.

  • Computer literate; proficient in Microsoft Word, Excel, Outlook, and the internet; able to effectively adapt to and use other computer systems as needed for daily activities.

  Special Demands:

  The special demands described here are representative of those that must be met by a staff member to successfully perform the essential functions of this job.

  • The ability to use a phone headset for long periods of time.

  • While performing the duties of this job, the employee is regularly required to sit; stand; use hands to finger, handle or feel; and talk and hear.

  • The employee is occasionally required to walk; reach with hands and arms, and stoop, kneel, or crouch.

  • Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

• About the company

  THDA was created to promote the production of more affordable new housing units for very low, low and moderate income individuals and families in the state, to promote the preservation and rehabilitation of existing housing units for such persons, and ...

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