Consumer Special Asset Specialist

Overview

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

Come as you are.

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