Mortgage Collection Representative

Position Overview

Join our team. Make a difference – for us and for your future.

Primary Office Location: 626 Washington Place, Pittsburgh, Pennsylvania, 15219.

Position Title: Mortgage Collection Representative 1
Business Unit: Mortgage Administration
Reports to: Supervisor of Default Servicing

This position is primarily responsible for remediation of delinquent bank owned, Government Sponsored Enterprise (GSE) and Private Investor real estate secured accounts, ensuring timely contact with borrowers along with proper system notations of all attempts and borrower conversations.

Key Responsibilities

• Attempts to contact borrowers using effective human relation skills to collect on delinquent mortgage loans, researching loan origination documentation and electronic files to determine alternate methods of reaching the borrower, and initiating skip-tracing efforts when warranted.
• Achieves productivity goals as set by management, including call/contact/promise metrics and response times to inbound calls to meet established time-to-answer goals.
• Ensures complete and concise notation in the bank’s system of all attempts, conversations, promise-to-pay arrangements, alternate financial arrangements, mailed letters, payments received, maintenance requests, and sets appropriate follow-up dates to verify commitments.
• Maintains proper account records to comply with the FCRA, CFPB, SCRA, and ensures system data integrity for accurate internal and external reporting for FNMA and FHLMC, while adhering to GSE standards by attempting contact every 5–7 days until right party contact is achieved.
• Reviews records and transactions, resolves misapplied payments, researches transactions, and organizes as well as summarizes information accurately and in a timely manner for all portfolios.
• Ensures proper loan maintenance by accurately flagging loans (e.g., foreclosure, bankruptcy, non-post, restricted) and maintaining ledgers for all foreclosure-related expenses and credits.
• Complies with all policies, procedures, and regulations.
• Performs other related duties and projects as assigned.
• Serves as a risk manager by understanding, reporting, responding to, managing, and monitoring the daily risks as required by F.N.B. Corporation’s risk management program.
• Adheres to regulatory laws and company procedures, ensuring superior compliance with guidelines such as those set by the FCRA, CFPB, and other regulatory bodies.

Required Qualifications

• High School Diploma or GED.
• Minimum 1 year of job-related experience.
• Excellent customer service skills.
• Excellent communication skills, both written and verbal.
• Strong organizational, analytical, and interpersonal skills.
• Proficiency in using general office equipment and personal computer software.
• Basic level proficiency in MS Word, MS Excel, and MS PowerPoint.
• Working knowledge of laws related to foreclosure, repossession, and fair debt practices.