Mortgage Collection Counselor II

Mortgage Collections Specialist To control/collect on past due early stage mortgage and equity accounts (1 - 30 days) in delinquency, in accordance with all government, investor, VA/FHA, and Navy Federal rules and regulations. Provide member financial counseling and mitigate loss for Navy Federal. Work under moderate supervision. Perform moderately complex/varied tasks with moderate latitude. Responsibilities Control past due mortgage and equity delinquencies by regularly reviewing member account data, contacting member, and reviewing or documenting the financial situation, to ensure data is accurate, up-to-date and in compliance with government and Navy Federal guidelines. Ensure required notifications, including collection emails, letters and any applicable state/regulatory letters are sent to members. Maintain systematic, consistent and reliable notes and contact history information on each member interaction and actions taken on accounts. Record, track and report member concerns to management. Notate member arrangements in Collection system, reason(s) for delinquency, and any foreclosure alternatives offered to member. Track and update action items in database(s). Collect, prepare and maintain data for analysis, reports and reference. Perform manager share transfers (MST) for amounts up to authorized limits. Obtain detailed financial information from delinquent members and offer solutions and alternatives to bankruptcy/charge-off. Contact and counsel delinquent members in an attempt to cure delinquency utilizing all payment options and loss mitigation tools offered by Navy Federal. Perform other related duties as assigned. Analyze, research and resolve problems and discrepancies related to member accounts/loans. Ensure required notifications, including breach and collection letters, and any applicable state/regulatory/investor letters are sent to members. Initiate and ensure corrective action to member accounts and/or documentation to ensure complete and accurate documentation. Respond to inquiries; offer solutions to members, other business units and external organizations. Communicate external loss mitigation options, including, but not limited to: Making Home Affordable Program such as HARP. Offer short term property retention solutions including repayment plans, promises-to-pay, forbearance, modifications and deferral programs. Explain and communicate relinquishing property options such as short sales, deeds-in-lieu, and foreclosure. Qualifications Experience in performing clerical or administrative duties/responsibilities. Experience in member/customer service preferably in a call center, retail banking or financial institution. Working knowledge of state and federal laws affecting the collection of delinquent mortgage and equity loans; real estate, bankruptcy and foreclosure. Experience in resolving complex mortgage collection issues and inquiries. Working knowledge of NFCU, Fannie Mae, VA and Freddie Mac and MI guidelines to determine eligibility for mortgage collection. Advanced knowledge of Fair Debt collection Practices Act, Fair Credit Reporting Act and related federal and state consumer protection rules and regulations. Working knowledge of accounting, credit, and/or lending principles and techniques. Exposure to leading, guiding and mentoring others. Experience in working with complex specialized accounts/default data as it relates to collections/bankruptcy regulations and practices. Ability to work independently and in a team environment. Effective clerical, technical or administrative skills. Advanced skill following, interpreting and applying relevant data/instructions to guidelines, procedures, practices and regulations. Effective research, analytical, and problem solving skills. Effective verbal and written communication skills. Effective database and presentation software skills. Effective skill exercising initiative and using good judgment to make sound decisions. Hours: Monday - Friday, 11:30AM - 8:00PM CST with rotating Saturdays, 7:00AM -11:00AM CST Location: 5510 Heritage Oaks Drive, Pensacola, FL 32526

Created: 2026-03-12