Senior Mortgage Counselor
Make the Right Move and join a winning team! Build your career with us. HSBC - North America is a part of HSBC Group, one of the largest banking and financial service organizations in the world. Our domestic strength and extensive global network provides our employees with the best of both worlds - the friendliness of a local organization and the resources of a worldwide network - for diverse experiences and challenging career opportunities.
Contact seriously delinquent mortgage customers via phone or correspondence, who are experiencing hardships and attempts to resolve delinquency by analyzing individual cases using various types of information. Make monetary adjustments on accounts according to business need and within established guidelines. Ensure complete documentation and compliance with established guidelines. Prepare all appropriate forms and notify appropriate personnel or investor of unique situations. Review title searches to determine lien position and escalate if title issues are determined. Maintain production and quality goals to meet individual and department goals. Identify opportunities to mitigate the Company and/or investor loss exposure up to the point of foreclosure sale. Execute payment extensions and offset bank accounts on Home Equity loans. Contact and correspond with all parties including attorneys, investors, government agencies, mortgage insurance companies and realtors to obtain information or approvals. Coordinate activities with other areas of the Company as required ensuring effective and timely problem resolution. Resolve assigned loans, which are seriously past due. Contact delinquent borrowers to resolve delinquency by obtaining and analyzing information to determine best course of action. Summarize findings and take appropriate steps. Maintain control and resolve delinquency on assigned loans that are seriously past due to avoid foreclosure or charge-off. Skip trace customers to establish contact.
Negotiate, execute, and monitor repayment plans (up to 6 months) based on review and analysis of information gathered through borrower interviews and completion of financial worksheets. Recognize and react to loss mitigation opportunities by suggesting applicable internal programs/solutions or referring mortgagor to counseling agencies. Review, present and make recommendations to management for foreclosure or charge-offs for assigned loans. Prepare files for referral and transmittal to Loss Mitigation unit based on information gathered through customer interviews. Recognize internal account maintenance issues and complete appropriate system inquires to correct them. Review system, off line and third party documents. Participate in implementation of changes in collection techniques as required by regulatory changes. Ensure compliance issues are resolved and manage timelines within investor guidelines. Complete other responsibilities, as assigned. Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators. Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues. Promote an environment that supports diversity and reflects the HSBC brand.
Basic Qualifications:
- High school diploma or equivalent experience
- Minimum of three years proven collection call center experience or equivalent and a minimum of six months mortgage collection experience or equivalent
- Well-developed communications and negotiations skills
- Thorough knowledge of state compliance requirements and investor time lines
- Detailed understanding of mortgage documents
- Familiar with bankruptcy, foreclosure and loss mitigation processes
- Ability to analyze financial information to maximize economic profit
- Proficiency with personal computers as well as pertinent mainframe systems and software packages
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