TruHome Solutions* has provided private-label mortgage services to credit unions since 2004. By partnering with us, you’ll break through the barriers of cost, regulation, and technology, resulting in increased loyalty and service of your members in one of the most important times of their lives.

Provide ongoing financial assistance and analysis to past due members to determine the options available for both the member and the investor/client owning the loan.  Discuss with the borrower the reason for default and the available options to avoid foreclosure.  Responds to phone calls and correspondence from members, vendors, investors and insurers to ensure the mortgage is serviced in a timely and accurate manner. Summarize borrower situation in a clear and concise manner to management for review and decision. Participate in the file review and decision process, providing feedback and suggestions. Assist in the ongoing training of new and existing Loss Mitigation representatives. Provide high quality customer service to both internal and external customers.

• Responsible for handling phone calls and correspondence from customers with questions or concerns regarding their mortgage and provide timely and accurate resolutions.
• Initiates contact with borrower to discuss the initial review and determine their financial ability, intent, and reason for default and recommend the appropriate retention solutions.
• Review of customer submitted financial packages and compare to guidelines established by investor, insurers and management to determine the appropriate workout option available for the situation.
• Submission of Loss Mitigation requests to management for review and approval.
• Responsible for minimizing customer impacts and ensuring each customer has a positive interaction with mortgage servicing.
• Assist in identifying potential risks, communicate them to management and take appropriate steps to avoid risk.
• Identify potential improvement to processes and procedures.
• Develop and maintain positive working relationships by providing high quality customer service at all times to all internal and external customers.
• Promotes honest and open communication throughout the credit union.
• Demonstrate behaviors that are consistent with the credit union’s values, philosophies, and leadership characteristics.
• Assist in training and delivery of compliance updates
• Work with other credit union departments to ensure the workflow or process is providing the best service to the members.
• Adhere to timelines defined by CFPB relating to corresponding with the member.
• Performs other duties as assigned.

• Proficient knowledge of FHA, VA, Freddie Mac, Fannie Mae, FHLB, GNMA and RESPA Guidelines.
• Underwriting guideline specific to default.
• Proficient knowledge of mortgage products.
• Knowledge of mortgage software.
• Excellent organizational, analytical and problem-solving skills.
• Must be able to manage multiple projects simultaneously and work in a fast-paced environment with changing priorities.
• Ability to work under pressure and with strict deadlines.
• Ability to self-initiate and work independently without close supervision.
• Strong ability to communicate effectively in writing and orally.
• Ability to resolve interpersonal conflict and miscommunications.
• Knowledge of spreadsheet software and ability to use word processing software.
• Must be able to be bonded.
• Must be able to obtain NMLS.

PHYSICAL ACTIVITIES:

In this position, individual will be expected to lift up to 20 pounds from time to time.

Also, must be able to stoop, bend, reach, or stand for extended periods of time.  Must be able to sit and use a computer for extended periods of time.

WORKING CONDITIONS:

This position is expected to work in general office environment and may have to travel for visits to other credit union facilities or for training purposes. Overtime will be expected to be worked as needed.

EDUCATIONAL/EXPERIENCE REQUIREMENTS:

• High school diploma or equivalent with two or more years mortgage or financial experience will substitute for a degree.
• Four-year college degree plus one or more years mortgage servicing experience preferred.
• Previous financial institution experience in a related role is a plus.