Tennessee Housing Development Agency
Collection Specialist
Tennessee Housing Development Agency, Nashville, Tennessee, United States, 37247
Position Summary
Completes activities relating to the collection of mortgage amounts due and borrower account administration. This work requires direct contact with the public, the exercise of good judgment and the application of Tennessee Housing Development Agency (THDA) policies and procedures as they relate to the application of payments, collection of amounts past due, loss mitigation, borrower counseling and other general customer service inquiries.
Essential Duties and Responsibilities
Makes outgoing calls to customers to assess reasons for default and arrange satisfactory accounts.
Answers incoming phone calls and responds to customer requests for account information.
Sets active follow‑up arrangements on accounts, records notes and financial data.
Provides primary phone support through the Loan Servicing call center including incoming and outgoing follow‑up communications.
Follows insurer guidelines for delinquent account management and collects required documentation.
Assists with borrower counseling, loss mitigation, and foreclosure avoidance.
Helps with mailing letters, forms or other customer contacts.
Assists customers with website functionality, password resets, and other account data requests.
Maintains and files electronic information in customer accounts with proper documentation.
Assists with error resolution and customer complaint tracking.
Provides backup for other Loan Servicing functions.
Minimum Qualifications
High school diploma or GED.
Collections experience, with mortgage collections experience preferred.
Telephone customer service experience.
Successful completion of Mortgage Bankers Association “Basics of Mortgage Servicing” course preferred.
Knowledge, Skills, Abilities, and Competencies
Excellent verbal and written communication skills.
Ability to accurately enter data into electronic systems.
Strong interpersonal skills.
Builds and maintains positive relationships with internal and external constituents.
Ability to work effectively as part of a team.
Ability to plan and organize a large workload.
Maintains high level of confidentiality.
Strong organizational and time‑management skills; uses time effectively; consistently meets deadlines.
Documents regularly, thoroughly, accurately, and completely with a high level of detail.
Ability to read, follow, and interpret instructions, regulations and policies.
Exercises good and consistently fair judgment, courtesy, and tact in dealing with staff and public.
Computer literate; proficient in Microsoft Word, Excel, Outlook, and the internet; able to adapt to and use other computer systems as needed for daily activities.
Special Demands
Ability to use a phone headset for long periods of time.
Required to sit, stand, use hands to finger, handle or feel, talk and hear regularly.
Occasional walking, reaching with hands and arms, stooping, kneeling, or crouching.
Specific vision abilities: close vision, distance vision, and ability to adjust focus.
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Essential Duties and Responsibilities
Makes outgoing calls to customers to assess reasons for default and arrange satisfactory accounts.
Answers incoming phone calls and responds to customer requests for account information.
Sets active follow‑up arrangements on accounts, records notes and financial data.
Provides primary phone support through the Loan Servicing call center including incoming and outgoing follow‑up communications.
Follows insurer guidelines for delinquent account management and collects required documentation.
Assists with borrower counseling, loss mitigation, and foreclosure avoidance.
Helps with mailing letters, forms or other customer contacts.
Assists customers with website functionality, password resets, and other account data requests.
Maintains and files electronic information in customer accounts with proper documentation.
Assists with error resolution and customer complaint tracking.
Provides backup for other Loan Servicing functions.
Minimum Qualifications
High school diploma or GED.
Collections experience, with mortgage collections experience preferred.
Telephone customer service experience.
Successful completion of Mortgage Bankers Association “Basics of Mortgage Servicing” course preferred.
Knowledge, Skills, Abilities, and Competencies
Excellent verbal and written communication skills.
Ability to accurately enter data into electronic systems.
Strong interpersonal skills.
Builds and maintains positive relationships with internal and external constituents.
Ability to work effectively as part of a team.
Ability to plan and organize a large workload.
Maintains high level of confidentiality.
Strong organizational and time‑management skills; uses time effectively; consistently meets deadlines.
Documents regularly, thoroughly, accurately, and completely with a high level of detail.
Ability to read, follow, and interpret instructions, regulations and policies.
Exercises good and consistently fair judgment, courtesy, and tact in dealing with staff and public.
Computer literate; proficient in Microsoft Word, Excel, Outlook, and the internet; able to adapt to and use other computer systems as needed for daily activities.
Special Demands
Ability to use a phone headset for long periods of time.
Required to sit, stand, use hands to finger, handle or feel, talk and hear regularly.
Occasional walking, reaching with hands and arms, stooping, kneeling, or crouching.
Specific vision abilities: close vision, distance vision, and ability to adjust focus.
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