Capital City Home Loans Servicing Default Specialist II - Capital City Bank - More than your bank. Your banker.Hours: Mon - Fri40 HoursGeneral SummaryThe Servicing Default Specialist II (Collections/Delinquency) position is a member of the Loan Servicing Operations and Default Team with the primary responsibility for the effective management of accounts in various stages of delinquency or default. This role ensures compliance with regulatory and investor/insurer guidelines while providing exceptional service and support to borrowers during the default process. The Specialist will oversee a broad scope of default activities including collections, loss mitigation, bankruptcy, foreclosure, REO management, and audit support.
All associates at Capital City Bank, Capital City Wealth, and Capital City Home Loans have access to confidential client information and must practice discretion at all times.
Principal Duties and Responsibilities- Establish collection call campaigns in accordance with "Servicing Alignment Initiative" guidelines.
- Effectively communicate and educate borrowers, explaining the impact of delinquency on the loan and potential loss mitigation options.
- Properly updating the servicing platform, including right party contact, promise to pay dates, and reason for default.
- Perform skip tracing for borrowers we have no communication or good contact numbers.
- Monitor incoming bankruptcy notifications and emails.
- Send loss mitigation applications to borrowers' authorization third parties.
- Process Loss Mitigation Applications in accordance with CFBP, Investor and Insurer guidelines, including but not limited to:
• Issuing required letters within required timeframes,
• Submitting data and documents to loss mitigation vendor,
• Ensure complete applications are decisioned with 30 days,
• Monitor trial payment plans
• Order/mail modification documents to borrowers and executed copies to the county for recording and the Investor/Insurer as required.
• Maintain loss mitigation tracking on the servicing platform and updating the proper default reporting codes. - Prepare and gather documents for foreclosure files.
- Order and review property inspections, updating the servicing platform with the inspection results.
- Order property preservation as necessary and in accordance with Investor/Insurer allowable.
- Request approval for amounts over Investor/insurer allowable.
- Assist manager with audit requests including, but not limited to, gathering documents, providing explanation of activities on delinquent or defaulted loans, providing copies of FNMA, FHA and VA reporting.
- Assist the Servicing Manager as needed.
Employer determines the essential functions of the job.
All associates must understand and adhere to the non-negotiable Banker Standards and commit to practicing SGNNT (smile, greet, name, thank you) at all times. Associates will consistently follow policies and procedures as established by Capital City Bank, Capital City Strategic Wealth, and Capital City Home Loans, with department managers setting the standard.
Associated DutiesProvides additional support to manager and department colleagues.
Completes all assigned/required Bank training within established timelines.
Knowledge, Skills and Abilities (KSAs) RequiredThe following KSAs are usually acquired through work experience and/or specialized course(s) and are further defined in each of the Specialist levels below:
- Knowledge of core, complementary and online banking systems.
- Working knowledge of Servicing Director utilizing the Collections module to establish collection calls, welcome calls, and scoring models to efficiently collect on borrower accounts.
- Must be able to effectively communicate with borrowers while maintaining privacy and respectful demeanor.
- Analytical and problem-solving skills.
- Sound judgment.
- Ability to prioritize work, multi-task and display a flexible attitude.
- Ability to manage time constraints and meet operational deadlines.
- Ability to handle high pace work environment with unpredictable workloads.
- Attention to detail and accuracy.
- Interpersonal and teamwork skills.
- Knowledge of Microsoft Office Suite.
- Personal computer skills.
- Use and knowledge of standard office equipment.
Specialist IIThis position will have some knowledge of core, complementary and online banking systems. The Default Specialist II supports loan servicing operations by managing delinquent accounts and facilitating loss mitigation processes. This role ensures accurate account maintenance and compliance with regulatory and investor guidelines. Associates will gain familiarity with department functions, policies and practices and will require on-going training. Associate will follow standard procedures and written instructions to accomplish routine tasks; those of a more complex nature are referred to a higher-level associate. Work is performed under direct supervision with no independent decision making.
Associate will also master department functions, policies and practices and may cross-train in other areas. Associates follow standard procedures and written instructions to accomplish tasks of a more complex nature. Work is performed under minimal supervision for routine tasks and receives detailed instructions on new assignments or special projects.
EducationMinimum, high school diploma or equivalent required. Bachelor's Degree from an accredited college preferred. Relevant experience may substitute for the education requirement. Three years of Mortgage Servicing experience preferred and relevant banking experience considered.
ExperienceExpertise in 3-5 areas preferred:
- 3 years of collection experience servicing Conventional insured loans, FHA, USDA and VA loans.
- 2 years of experience as a "Single Point of Contact" or loss mitigation underwriting
- 2 years of default reporting experience
- 2 years of experience processing foreclosures or bankruptcies.
- 2 years of claim experience
- 2 years of property preservation experience
- 2 years of REO experience
Working Conditions- Lobby or cubicle environment.
- In the rare instance of a major or extensive natural disaster, epidemic or pandemic occurrence, or other disruption within our footprint, it may be necessary for associates to relocate or telecommute before, during or after, to ensure business continuity.
Capital City Bank associates are our greatest asset. We offer the following benefits- Medical, Dental and Vision
- Life Insurance
- 401(k) with Matching
- Flexible Spending Accounts
- Tuition Assistance
- Stock Purchase
- Discounts on Products and Services
EOE/Protected Veterans/Disabled/Drug FreeThe above declarations are not intended to be an "all-inclusive" list of the duties and responsibilities of the job described nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.
THIS JOB DESCRIPTION DOES NOT CONSTITUTE AN EMPLOYMENT AGREEMENT. This job description does not restrict at Capital City Bank, Capital City Wealth, and Capital City Home Loans from the ability to assign, reassign or eliminate duties and responsibilities of this job at any time. This job description describes the current assignment of essential functions. These functions may change at any time as the needs of the Bank or department change or for other reasons deemed appropriate.
Equal Opportunity Employer
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