First Horizon National Corp. Knoxville , TN 37902
Default Servicing Specialist
Position located in Knoxville, TN
The purpose of the Default Servicing Specialist role is to manage severely delinquent or imminent default loans through the foreclosure, bankruptcy, or deed in lieu processes. In addition, Default Servicing Specialist handles a small population of delinquent auto loans through the repossession process.
Qualifications include, but are not limited to, the following:
Models high level of sincere empathy with customers, sensitive when communicating difficult (life impacting) situations with customers.
Cross-collaborates with inter-department teams and other business lines (to include: outstanding customer service communication skills, researching, resolving issues, maintaining sense of urgency to ensure local foreclosure counsel requests are handled within federal and state regulations)
Fosters a positive team and working environment.
Communicates effectively with diverse population of borrowers, vendors, and attorneys.
Handles all situations in a professional, ethical manner.
Escalates special situations or problems as necessary.
Supports and contributes to the quality and goals of the bank and borrower needs.
Consistently meets quality control/data integrity standards and utilizes systems required.
In depth knowledge of CFPB servicing guidelines pertaining to foreclosure.
Ability to be flexible and nimble working with borrowers, vendors, and attorneys in multiple states with varying foreclosure laws.
The Default Servicing Specialist is empowered to make decisions within his or her level of authority for determining the bank's equity and proceeding with foreclosure action.
Responsibilities include, but are not limited to, the following:
Responsible for contacting and providing the borrower, vendor, and/or attorney with accurate information pertaining to, but not limited to, the following:
a. Loan payment histories and default information.
b. Loan origination documentation.
c. Review of foreclosure legal documentation for accuracy and approving same for filing.
d. Review of title reports and facilitation of title curative work necessary to obtain clear title through the foreclosure process.
e. Preparation of and coordination of loss mitigation completion of pre-foreclosure checklists to ensure regulatory compliance.
f. Preparation of foreclosure bid recommendations.
g. Facilitation of payment plan options with borrowers when traditional loss mitigation options are not available.
h. Recognition of FFIEC charge off regulations and assurance that valuations/equity analyses and necessary write downs are completed within compliance for serviced portfolio.
i. Appropriately updating servicing systems to include legal coding, statements, late fees, and credit bureau reporting screens.
j. Recognition of varying pre-foreclosure demand requirements by state.
k. Appropriately crediting account with foreclosure sale proceeds.
l. Determining appropriate book amount and completing necessary documentation to book purchased collateral into ORE.
m. Recognition of varying bankruptcy requirements by jurisdiction.
n. Review of bankruptcy legal documentation for accuracy and approving same for filing.
o. Preparation of figures for Proofs of Claim and coordination with vendor for filing of same.
Telephony includes, but is not limited to, the following:
Being available to take incoming calls from borrowers regarding their request for information pertaining to pre-foreclosure demand/breach letters, foreclosure, and/or repossession.
Being available to take incoming calls from customers regarding their request for information pertaining to account questions during active bankruptcy cases.
Being available to take incoming calls from customers to make monthly mortgage payments on Bankrupt accounts.
Requirements College graduate preferred or equivalent experience in related field.
Default servicing, collections, loss mitigation experience with thorough understanding of CFPB, OCC, and FFIEC regulatory guidance.
Customer Centric focus (and) goodwill servicing practices.
Ability to analyze and make decision for complex foreclosure situations.
Knowledge of consumer banking, mortgage loans, credit bureaus, real estate, appraisal, and title reports.
Excellent computer skills with strong knowledge of email and Microsoft Office.
Strong verbal and written communication skills.
Exceptional organizational (time management) skills.
Act as an effective team player.
Ability to work under pressure and meet deadlines.
Ability to evaluate situations and make appropriate business decisions.
Ability to manage multiple and/or conflicting responsibilities.
Ability to work well with others and build rapport in business situations.
Ability to promote the appropriate company image and maintain a professional attitude.
Ability to work independently and without direct supervision.
Ability to work in Contact Center environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, gender stereo typing, and age. First Tennessee is an EO employer M/F/Vets/Disabled.
Please view Equal Employment Opportunity Posters provided by OFCCP her