The Outsource Delinquency Processor III processes and researches delinquencies. The position assists with special projects as Supervisor and Team Lead deem necessary, including side by side and team training. The role excels in Lender Business rules, can maneuver successfully in all systems including Mainframe, and manages multiple priorities. The role requires management of individual pipeline, adherence to the lender's Service Level Agreements without compromise, and advises of any unusual circumstances that could endanger the Service Level Agreement.
Tax Procurement and Payments
Procures tax amount data from taxing agency jurisdictions. Tax amount data procurement method consists of telephone, e-mail, and fax communication to taxing agency jurisdictions
Interprets tax amount data and statuses per property taxes received from taxing agency jurisdictions and effectively identify tax status for payment processing
Researches delinquencies from the annual delinquency search, mail or out of cycle searches and may include B & C Service loans that may require research for penalty determination
Follows agency guidelines and special processing instructions
Builds Tax Lines as needed utilizing the TED table
Validates lender payees prior to making disbursements
Completes Tax Processing Reports accurately prior to ELD (excluding Handle Manual if applicable)
Completes all required processing on exception reports within SLA
Balances all disbursements prior to end of day and submit all payment back daily
Trains on all aspects of Delinquency Processing
Workflow Management
Monitors, reports, and communicates status of work assignments and statistics to Team Lead/Supervisor while identifying any opportunity to increase efficiencies
Prepares production/statistical reports to mortgage lenders and direct supervisors
Notifies Leadership when overtime or assistance is needed
Ensures no items go out of standard or miss any SLA's
Customer Service
Responds to mortgage lenders and taxing agency jurisdictions by utilizing effective verbal and written communication in a prompt and accurate manner within the required SLA's
Maintains a positive working relationship with both internal and external business partners
Communicates new lender requests to management
Quality Control
Applies and supports the implementation of new or modified policy and procedures as instructed to ensure Delinquency standards are met
Communicates issues professionally and includes recommended solutions
Prepares production/statistical reports as applicable
Consistently maintains required quality scores
This position will perform other duties as assigned based on the needs of the department.
Core Competencies
Ability to notify business partners of reporting errors in a clear concise manner
Ability to identify incorrect reporting from business partner and obtain correct information to resolve research timely
Ability to interpret payment histories, loan conditions, notes
Must be able to work in a fast-paced environment
Ability to work under time constraints and meet high priority deadlines to ensure task is processed is expected completion data
Required Education and Experience
Minimum 2 year as an Outsource Delinquency Processor II
High School Diploma or equivalent
Experience in Microsoft Excel, Microsoft Word and Microsoft Access