Early Intervention Specialist I

Member First Mortgage is seeking an Early Intervention Specialist for our growing Servicing department located in Grand Rapids, MI! In this role you will be responsible for contacting past due borrowers, including outreach and early intervention of delinquent accounts. If you thrive in a fast-paced environment, are motivated by building relationships through exceptional customer service, and get excited at the thought of learning something new each day, then this may be the opportunity you have been waiting for and an excellent chance to join our award-winning team recognized as a Best and Brightest company to work for in the nation! 

Founded on the credit union philosophy of 'People Helping People', we have become the trusted full-service mortgage provider to over 200 credit unions across the U.S.  This philosophy, along with our core values of honesty and integrity, make careers with Member First Mortgage dynamic and rewarding through our friendly and family-oriented culture that is dedicated to the growth and success of our employees. 

 
Benefits We Offer:

• Generous and competitive healthcare packages
• Employer paid short-term and long-term disability
• Employer paid Life Insurance
• 100% Employer paid Vision
• 401K Plan with match
• 20 days PTO - no waiting periods!
• Fun and collaborative team environment

Responsibilities:

• Monitors delinquent mortgage accounts up to 120 days.  Actively attempts to bring delinquent mortgage accounts current at the 15, 30, 60, and 90 day level.  Makes outbound collections calls in a professional manner. Answers incoming telephone communications and responds to delinquent borrower written communications as needed.
• Prepares and sends out appropriate written notices as needed on the 1st and 15th in a timely manner (ie. all collection notices, outstanding fee balance notices, etc.).  Monitors and reviews matured loans to send out appropriate written notices.
• Researches borrower information to determine valid contact information.  Analyzes financial situation of delinquent borrowers; determines and evaluates reasons for delinquency.  Discusses payment options, including available government programs. Refers and escalates cases as necessary for further review.
• Updates system coding and notes accordingly to monitor and report status of collection efforts.
• Follows federal and state laws concerning handling debt collection as well as meet legal requirements and follow internal policies.  Informs management of trends in loan underwriting contributing to delinquent/charged-off loans.

Experience: One year to three years of similar or related experience.

Education: A high school education or GED.

Work Environment: While performing the duties of this job, the employee regularly works in an in office and remote office setting. The employee will work a hybrid schedule of 2/3 days in office and 2/3 days remote per week. 

Qualifications:

• Strong relationship-building and customer service skills
• Problem solving and analysis skills
• Ability to listen and communicate clearly and effectively, both verbally and in writing
• Solid time management skills with the ability to organize, prioritize, and meet required deadlines
• Ability to work independently 
• Strong attention to detail and accuracy
• Proficient in Microsoft Excel, Outlook, and general PC applications

Physical Requirements: While performing the duties of this job, the employee is regularly required to sit, stand, and walk. The employee must occasionally lift and/or move up to 10 pounds. The employee is frequently required to spend extended hours in front of a computer screen, use hands and fingers, and speak and listen carefully on the telephone. 

If you are looking for a company that is dedicated to your success and is ethically motivated to provide exceptional member service, we encourage you to apply!