Foreclosure Case Management Lead

Truist • Richmond, VA

4d

About The Position

Process delinquent accounts according to the agreed upon strategies while adhering to all policies, procedures, and guidelines. Provide exceptional client service to all Clients/vendors by being transparent, positive, and treating Clients/vendors the way we want to be treated. Manage the day-to-day foreclosure process according to the agreed upon strategies, policies, procedures, and guidelines. Mentor and counsel foreclosure teammates to create a positive team and working environment.
ESSENTIAL DUTIES AND RESPONSIBILITIES Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time. 1. Participate in foreclosure process such as attorney referrals or equity analysis as needed based on vacancy, specific events, and seasonality. 2. Handle escalated complaints pertaining to inquiries, foreclosures, reinstatements, vendor inquiries and other scenarios that require special handling. 3. Execute on quality and error reviews to ensure compliance with policies and regulations. Assist coaching teammates on their individual results monthly. Mentor teammates in business processes to promote the optimal level of execution. 4. Manage efforts of teammates to ensure assigned accounts are worked based upon individual goals and objectives, e.g., process minimum accounts per day, process work states daily, meet assigned timelines. 5. Consistently achieve performance expectations for assigned accounts based upon individual goals and objectives, e.g., process minimum accounts per day, process work states daily, meet assigned timelines. 6. Responsible for exercising good and professional judgement in handling more difficult problem accounts. May include exceptionally complex or multiple products, systems, delinquency or charged off accounts. 7. Provide ongoing training and feedback to teammates to ensure accounts are processed according to company standards. Ensure teammates are processing accounts according to established time frames to reduce levels of delinquency, foreclosures issues, and loan losses. 8. Responsible for reviewing charge-off, fee approvals and invoices, credit bureau coding. Attend vendor management oversite meetings. 9. Assist Manager analyzing production reports, including maintaining monthly Key Performance Indicator (KPI) reports for assigned teammates. 10. Support client and vendor communications and provide accurate account detail and information with a high level of professionalism and integrity, while following all required compliance and quality expectations. 11. Support execution of defined foreclosure controls and system testing.

Requirements

• High school graduate
• Two to four years of foreclosure and/or supervisory experience
• Excellent verbal and written communication skills
• Excellent decision-making and problem-solving skills in routine and non-routine situations
• Excellent time management and organizational skills
• Exhibit leadership skills
• Strong understanding of systems utilized in foreclosure process
• Excellent understanding of internal processes and regulatory requirements surrounding collections
• Ability to utilize Microsoft applications, including Outlook, Word, Excel, Access, and PowerPoint

Nice To Haves

• Bachelor’s degree in a business-related field
• Previous leadership experience
• Excellent knowledge of all collection policies, procedures and processes; knowledgeable of collection practices and federal/state regulations and laws, i.e. Fair Credit Reporting Act (FCRA) and Fair Debt Collections Protection Act (FDCPA)

Responsibilities

• Participate in foreclosure process such as attorney referrals or equity analysis as needed based on vacancy, specific events, and seasonality.
• Handle escalated complaints pertaining to inquiries, foreclosures, reinstatements, vendor inquiries and other scenarios that require special handling.
• Execute on quality and error reviews to ensure compliance with policies and regulations. Assist coaching teammates on their individual results monthly. Mentor teammates in business processes to promote the optimal level of execution.
• Manage efforts of teammates to ensure assigned accounts are worked based upon individual goals and objectives, e.g., process minimum accounts per day, process work states daily, meet assigned timelines.
• Consistently achieve performance expectations for assigned accounts based upon individual goals and objectives, e.g., process minimum accounts per day, process work states daily, meet assigned timelines.
• Responsible for exercising good and professional judgement in handling more difficult problem accounts. May include exceptionally complex or multiple products, systems, delinquency or charged off accounts.
• Provide ongoing training and feedback to teammates to ensure accounts are processed according to company standards. Ensure teammates are processing accounts according to established time frames to reduce levels of delinquency, foreclosures issues, and loan losses.
• Responsible for reviewing charge-off, fee approvals and invoices, credit bureau coding. Attend vendor management oversite meetings.
• Assist Manager analyzing production reports, including maintaining monthly Key Performance Indicator (KPI) reports for assigned teammates.
• Support client and vendor communications and provide accurate account detail and information with a high level of professionalism and integrity, while following all required compliance and quality expectations.
• Support execution of defined foreclosure controls and system testing.

Benefits

• All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position.
• Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.
• Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.
• Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED