Consumer Special Asset Specialist

Responsible for the end-to-end administration of defaulted mortgage and consumer loans including bankruptcy, foreclosure, loss mitigation, and deficiency recovery, ensuring compliance with investor guidelines (Fannie Mae, Freddie Mac, FHLB, VA, USDA and Portfolio), CFPB regulations, and state laws while minimizing loss and operational risk.

KEY RESPONSIBILITIES

• Perform inbound and outbound borrower contact to resolve delinquency and support early-stage collections efforts
• Execute routine default servicing tasks, including returned payments processing, inbound/outbound mail handling, and monitoring shared default servicing inboxes
• Maintain accurate loan servicing system updates and account maintenance activities
• Perform daily and monthly loan-level default report reviews to ensure timely and accurate updates to loan status
• Generate and send collection letters, borrower solicitations, and required notices in compliance with regulatory and investor guidelines
• Conduct skip tracing activities to locate and verify borrower contact information
• Document all borrower interactions and actions taken, ensuring complete and accurate system notes
• Assist with payment processing, posting, and reconciliation for delinquent accounts
• Review, research, and route borrower inquiries and requests to appropriate partners for resolution
• Ensure compliance with CFPB, FDCPA, Wisconsin state regulations, investor requirements, and internal servicing procedures

JOB REQUIREMENTS
Education & Experience
High School Diploma or equivalent required
0–2 years of experience in mortgage servicing, collections, customer service, or financial services preferred
Prior experience in a customer-facing or call environment preferred
Knowledge
Basic understanding of mortgage servicing and loan lifecycle (delinquency, collections, loss mitigation)
Introductory knowledge of default servicing processes and terminology preferred
Familiarity with federal and state regulatory requirements is a plus
General understanding of investor guidelines (Fannie Mae, Freddie Mac, FHLB, USDA, VA) is a plus

Skills
Strong verbal communication skills with ability to interact professionally and empathetically with borrowers
Ability to manage high call volumes and borrower interactions while maintaining a positive customer experience
Strong attention to detail and documentation accuracy
Ability to multitask, prioritize, and meet deadlines in a fast-paced environment
Basic problem-solving and research skills to route or escalate issues appropriately
Solid organizational skills with ability to manage multiple accounts or tasks simultaneously
Proficiency in Microsoft Office (Word, Excel, Outlook) and ability to learn servicing systems
Demonstrates professionalism and a customer-focused mindset in all interactions
Ability to handle challenging or sensitive conversations with composure
Willingness to learn default servicing processes and regulatory requirements
Takes ownership of assigned tasks and demonstrates accountability for work quality and timeliness

Our culture embraces diversity, equity, & inclusion; one where everyone feels valued and heard. For more information on JFG's culture and diversity efforts, including our employee resource groups, please visit the Diversity section of our career website.