Mortgage Resolution Specialist

Come join our GTE Financial team!

We are looking for an organized, professional, strategic individual to join as a Mortgage Resolution Specialist. Mortgage Resolution Specialist is responsible in providing evaluation of delinquency/loss of loans to determine/implement appropriate action needed to rectify the loans. The Mortgage Resolution Specialist is responsible for the collection of delinquent accounts through all recovery channels. Collection methods include voluntary payment through transferring and posting payments based on department guidelines. This is an experienced professional in the mortgage resolution and collections area.

What does GTE look for in a Mortgage Resolution Specialist?

Resolution:

• Collect on multiple products simultaneously to control delinquency and loan loss on assigned portfolio.
• Make outbound and take inbound calls based on department needs.
• Perform skip trace techniques.
• Proactively provides solutions and alternatives designed to fit each member's unique situation, while understanding and working with the multiple products (mortgages, consumer loans, credit cards, lines of credit, etc.) GTE Financial offers. Short-term solutions could include payment extensions and alternate payment programs; long-term solutions may include modifications and workout loans.
• Acts as the primary liaison between GTE Financials' Member Resolution Department and our third-party mortgage processor, Cenlar. Coordinates weekly update meetings and ensures timely reporting of relevant data. Routinely communicates with Cenlar and members to review and resolve both routine and unique questions and concerns, as they arise.
• Employs strong, positive and professional verbal communication and negotiation skills; demonstrates the ability to communicate workout loan / modification solutions effectively.
• Demonstrates ability to meet regular deadlines in order to minimize delinquency and loss and reduce or avoid troubled debt restructure (TDR) status.
• Effectively manages the pipeline of member requests, ensuring that follow-up is completed as required and that all requests are tracked and documented.
• Control's delinquency and loan loss on assigned mortgage portfolio. Make outbound calls and responds to inbound calls based on department needs.
• Demonstrates a full understanding of shorts sales, foreclosures, "deed-in-lieu of foreclosure" and loss mitigation regarding REO properties. Demonstrates ability to initiate processes and make recommendations involved in regard to such actions.
• Routinely communicates with attorneys, law firms and other vendors in a positive and professional manner.
• Demonstrates knowledge of federal mortgage loan programs (e.g., FNMA, FMCC, FHA), and their servicing requirements and policies.
• Demonstrates understanding of Default Mortgage Servicing including loss mitigation hierarchy for portfolio and Investor Loans.
• Demonstrates the ability to understand and interpret FDCPA and other applicable state laws including FCCPA to ensure full compliance among team and department.
• Demonstrates ability to work independently and with minimal supervision.

Transactional:

• Must possess advanced skip tracing skills.
• Transfer and post payments based on department guidelines. Make decision to utilize right of offset when necessary. Balance cash drawer on a regular (daily) basis.
• Acts as the primary liaison between GTE Financials' Member Resolution Department and our third-party mortgage processor, Cenlar. Coordinates weekly update meetings and ensures timely reporting of relevant data. Routinely communicates with Cenlar and members to review and resolve both routine and unique questions and concerns, as they arise.

Customer Support:

• Maintain effective communication with all Credit Union employees (internal customers) to ensure coordination and exchange of information for accomplishing Credit Union goals.
• Consistently communicates in a positive and professional manner with all members, vendors and co-workers. Must be able to communicate effectively across all applicable channels.
• Consistently communicates in a positive and professional manner under all circumstances. Treats others with courtesy and respect. Demonstrates effective listening and negotiation skills. Consistently seeks positive and mutually beneficial solutions.

Operations:

• For the purpose of attaining Credit Union goals, it is the responsibility of each employee to strive for the continuous improvement of processes and quality service to internal and external customers.
• Have a general knowledge of the Credit Union policies and state/federal regulations regarding all products.
• Must demonstrate a functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.
• Bilingual preferred (English/Spanish).

Required Qualifications:

• High school diploma or equivalent. Some college preferred.
• Minimum 1-3 years' related work experience or combination of education and experience.

Position Details:

• Location: Downtown Tampa - GTE Headquarters
• Department Hours: Monday- Friday (8:00 am to 6:00 pm) // Saturday (9:00 am to 1:00 pm)
• Full-time hours required, with additional hours as necessary to accomplish objectives, goals, and projects.
• Work arrangement (in-office, hybrid, or remote) may be changed at any time by management with appropriate notice if possible.

Required for Remote Work:

• A quiet workplace so you can focus on delivering excellent service to our members.
• Must live in a location that can leverage an existing high-speed internet service.
• Minimum upload speed 5 MB/s, preferred upload speed 25 MB/s.
• Minimum download speed 25 MB/s, preferred download speed 50 MB/s.
• Candidates must provide and meet all technical requirements prior to the first day of training.
• Candidates must live within driving distance of the office location and be able to regularly commute to and from the office location as needed.

GTE was named as one of Tampa's Top Workplaces!

Come and join our award- winning team.

GTE Financial is an Equal Opportunity Employer.

Note: The above statements describe the general nature and level of the work being performed and are not an exhaustive list of all responsibilities of an employee in this job. GTE Reserves the right to revise or change job duties at any time as directed by management. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.