Member Resolution Representative - Collections (Mortgages)

GTE Financial•Tampa, FL

1d•Hybrid

About The Position

GTE Financial is hiring a Member Resolution Representative I to oversee and manage delinquency and monetary losses across the credit union’s products and services, including consumer loans, credit cards, mortgages, and deposit accounts. The representative works with members, GTE employees, and other relevant parties to determine reasons for delinquency and select appropriate ways to resolve it. These may include collecting voluntary payments, transferring available funds with authorization or under the credit union’s right of offset, identifying members who need assistance, negotiating payment arrangements within the role’s authority, and recommending accounts for further action. The role manages an assigned portfolio of loans and accounts, communicates with borrowers, documents account activity, processes payments, and applies applicable servicing and regulatory requirements. For mortgage collection work, the representative must comply with relevant investor and regulatory servicing requirements and stay current through training and industry webinars. This is a full-time hybrid position based at GTE Financial’s Downtown Tampa headquarters. Employees must work onsite at least two days per week and live within driving distance of the office. Department hours are Monday through Friday, 8:00 a.m. to 5:00 p.m.; additional hours may be necessary to accomplish objectives, goals, and projects. Hybrid employees need a quiet workplace, power and high-speed internet over 100 MB, and video capability; technical requirements must be met before the first day of training.

Requirements

High school diploma or equivalent.
Zero to two years of collections experience for Member Resolution Representative I; experience with a financial institution is preferred, or a combination of education and experience.
Communicate positively and professionally in verbal and written communications.
Demonstrate active listening and effective negotiation skills, seeking positive and mutually beneficial solutions.
Work independently and as a team member, use discretion and sound judgment, solve problems, and adapt to changing responsibilities and conditions.
Working knowledge of relevant software or platforms, including OSI/DNA, Temenos, and commonly used office software such as Word, Excel, and Outlook.
Fundamental knowledge of the Bank Secrecy Act and other federal laws, including the U.S. Patriot Act, Office of Foreign Assets Control, Anti-Money Laundering, Right to Financial Privacy Act, and Bank Bribery Act.
Qualify for NMLS registration according to the SAFE Act.
Maintain a consistent onsite work schedule at headquarters for a minimum of two days per week.
Live within driving distance of the office and be able to commute there regularly as needed.
For hybrid work, have a quiet workplace, power and high-speed internet over 100 MB minimum, and video capability; meet technical requirements before the first day of training.

Nice To Haves

Bilingual English/Spanish skills.
Collections experience with a financial institution.

Responsibilities

Manage an assigned portfolio of loans and accounts to control delinquency and prevent monetary losses.
Make outbound calls and receive inbound calls based on departmental needs.
Document member and other-party interactions in the system of record with timely, accurate, fact-based notes, and obtain and retain relevant supporting documentation as applicable.
Follow FNMA and CFPB requirements for right-party contact and borrower communications.
Educate borrowers about payment options, due dates, and potential consequences of delinquency.
Identify borrowers who qualify for loss mitigation and transfer them to the appropriate team.
Offer repayment plans or reinstatement options when applicable and document borrower hardship and financial circumstances accurately.
Recognize active bankruptcy status and escalate appropriately.
Perform skip tracing as required.
Receive, transfer, and process payments according to departmental procedures and guidelines.
Determine when to exercise the credit union’s right of offset, as applicable.
Balance the cash drawer daily.
Provide support and cooperation across the Member Resolution Department and organization to support transitions between processes, teams, and departments.
For mortgage collections, comply with Fannie Mae, FHA, VA, NCUA, and CFPB servicing requirements, and keep current with FNMA servicing guide updates, regulatory changes, and investor requirements through training and industry webinars.
Perform other tasks and duties as assigned.