Join the family of First Federal Bank of Kansas City and be a part of changing the banking industry where customers are cared for and treated like part of the family.  We believe in taking care of our employees so they in turn are compelled to deliver the utmost customer service. 

Home Owner Support Specialist

SUMMARY

Performs duties as assigned by Loan Servicing Officer. Promotes customer service in communicating with customers regarding late payments, delinquent accounts, etc.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Responsible for promotion and delivery of quality internal and external customer service.

Answers customer inquiries via ACD phone lines.

Handles all processing of delinquent accounts in compliance with First Federal Bank policy and Freddie Mac/Fannie Mae guidelines.

Composes, processes and distributes collection letters.

Sorts, stuffs and mails delinquent notices on first mortgage, second mortgage and auto loans.

Orders property inspections and in-house appraisals on delinquent loans and/or loans on foreclosure.

Orders broker's price opinions, VA liquidation appraisals and HUD appraisals.

Prepares documents to be sent to attorneys to commence foreclosure proceedings.

Prepares checks to pay invoices on foreclosure proceedings, attorney fees, bankruptcy filing fees.

Works with attorney on lifting bankruptcy stays.

Processes delinquent, unidentified and unusual payments.

Corrects payments posted incorrectly by all offices and handles all charge-backs of insufficient checks and drafts.

Sends appropriate corrections to Credit Bureau’s.

Prepares verifications of mortgage and handles telephone inquiries of the same.

Maintains detailed collection history in the Collection Management System.

Sends default notices to MI companies, Veteran's Administration and HUD on delinquent accounts.

Sends letters of reinstatement as appropriate.

Compiles information regarding delinquent "serviced" accounts and reports current status to investors.

Contacts servicing agents on Participation loans to inquire about delinquent accounts, status, and servicing done.

Makes ongoing collection phone calls.

Conveys information as appropriate.

Compiles information for Monthly Board Reports.

Complies with all applicable banking laws, bank policies and federal regulations.

Distributes and processes mail.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma, two years related experience and/or training; or equivalent combination of education and experience. Typing ability of 45 WPM with 95% accuracy. 10-key adding machine by touch. Computer/word processing and spreadsheet experience. Must possess high level of interpersonal skills, tact and diplomacy. Must be able to maintain composure when dealing with irate customers.

First Federal Bank is committed to providing equal employment opportunities to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category.