Sr. Account Specialist, Consumer & Mortgage

First National Bank of Omaha•Omaha, NE

2d•Hybrid

About The Position

Summary of the Job: The Sr. Account Specialist is accountable to make complex outbound calls to customers who have become delinquent. Sr. Account Specialists are expected to have effective conversations with our customers to uncover the reason for delinquency and provide appropriate solutions to cure the delinquency while remaining in control of the call and providing a superior customer experience. As the Sr. Account Specialist develops in the role, there will be opportunities to expand expertise into Foreclosure, Bankruptcy, and Loss Mitigation processes. Must reside near the FNBO Tower in Omaha, NE (1601 Dodge Street) - This position is in the office once per week and then twice per week every 4th week for handling of anything that needs printed as well as mail. About This Role: - Make outbound calls to customers. Negotiate customer payment options to cure complex delinquency. Receive and handle inbound customer calls. - Provide program options, recommendations and issue resolution service resulting in the timely repayment of past due accounts. Loans are reviewed, per investor guidelines and timeframes for loss mitigation resolution. - Foreclosures are initiated and completed per investor guidelines. Loans in foreclosure are reviewed monthly to ensure attorneys are performing as required. Foreclosure checklists are completed and accurately to ensure all required actions are completed - Reporting is completed by specified time frame. Reporting includes delinquency reporting to Fannie Mae, Freddie Mac, Veterans Administration, FHA, etc. Maintain acceptable levels of quality control experience. - Maintain Knowledge of HUD, FNMA and other investor requirements and implement transactions in accordance with these requirements.

Requirements

Bachelor’s degree preferred
Industry relevant operations/production experience (Collections, Mortgage Loss Mitigation, Mortgage Foreclosures, etc.)
Demonstrated knowledge of banking, applicable regulations and compliance issues
Demonstrated ability to manage and coordinate multiple tasks and functions
Superior verbal and written communication skills
Excellent PC skills.
Independent worker, self-starter
Ability to multi-task and prioritize production and meet multiple overlapping deadlines
Candidates must possess unrestricted work authorization and not require future sponsorship.

Responsibilities

Make outbound calls to customers.
Negotiate customer payment options to cure complex delinquency.
Receive and handle inbound customer calls.
Provide program options, recommendations and issue resolution service resulting in the timely repayment of past due accounts.
Loans are reviewed, per investor guidelines and timeframes for loss mitigation resolution.
Foreclosures are initiated and completed per investor guidelines.
Loans in foreclosure are reviewed monthly to ensure attorneys are performing as required.
Foreclosure checklists are completed and accurately to ensure all required actions are completed
Reporting is completed by specified time frame.
Reporting includes delinquency reporting to Fannie Mae, Freddie Mac, Veterans Administration, FHA, etc.
Maintain acceptable levels of quality control experience.
Maintain Knowledge of HUD, FNMA and other investor requirements and implement transactions in accordance with these requirements.