Habitat for Humanity of Metro Denver is seeking a Post Closing Loan Specialist to administer post-closing documentation and assist homeowner partners facing payment delinquency. The role involves managing relationships with servicing vendors, analyzing payment histories, and providing support for homeowners at risk of foreclosure.
Responsibilities
- Manage the servicing vendor relationship by hosting regular calls, facilitating meeting agendas, and follow through with the resolutions of post-closing issues while leveraging their technological advantage
- Collaborate directly with the servicing vendor’s Loss Mitigation Department to strategize on curing delinquent accounts and monitor progress
- Communicate with stakeholders as necessary and process all legal documents associated with post-closing issues (e.g., pay-offs, releases of deeds, refinances, repayment plans, and loan modifications)
- Ensure that communications and internal decisions regarding homeowners are properly documented in the CRM and shared with the loan servicer
- Manage ongoing communication with all loan investors regarding investor audits, loan data collection, policy requests, etc
- Collaborate and coordinate with legal counsel to aid in the process of foreclosures, bankruptcies, and protect AMS’ first lien position in the event of an HOA foreclosure
- Ensure the servicing vendor meets contractual obligations, performance standards, and compliance requirements by monitoring activities, addressing issues, and maintaining effective communication on behalf of Habitat for Humanity of Metro Denver
- Oversee and coordinate volunteer efforts to ensure hard copies of recorded documents are received and properly filed
- Facilitate written and verbal introductions with new homeowners, serving as the primary point of contact between the homeowners, the servicing vendor, and Habitat for Humanity of Metro Denver (HFHMD)
- Schedule in-person and virtual meetings with homeowners to discuss delinquencies, offer resources, and provide remediation plans
- Research and seek outside foreclosure prevention programs and assist at-risk homeowners with accessing resources
- Serve as liaison between property management companies, homeowners, servicing vendor, legal counsel, and leadership to resolve Homeowners Associations (HOA) delinquencies
- Work with AMS management to review mortgage servicing-related policies and procedures, revising and/or creating as necessary
- Supply legal advisors with the necessary information for demand letters and foreclosure notices
- Analyze payment histories and review daily servicing reports to identify irregularities. Collaborate with the servicing vendor to rectify errors
- Serve as the main point of contact for data reporting on portfolio performance; ensure meaningful reporting is provided to AMS management promptly
- Collect necessary data to onboard new loans as they close, ensuring the process is completed before the first payment is due
- Stay current on delinquency levels for AMS’ portfolio, identify trends and ways to mitigate and reduce delinquencies over time
- Prepare monthly mortgage reports for the Finance and Audit Committee and present data when needed
- Create monthly and annual mortgage reports for the Finance and Audit Committee, Habitat for Humanity International, loan investors, Nationwide Mortgage Licensing System (NMLS), banking partners, and internal stakeholders on an as-needed basis
- Ensure Loan Sale files are created, complete, and correct by given deadlines; collaborate with title company to rectify errors in lending documents when necessary
- Develop checklists outlining necessary documentation for loan sales according to the needs of each investor
- Satisfy requests from purchasing investors by coordinating with buyers to execute additional documentation, as needed
- Oversee the loan sale process, managing document uploads and remediation reports in coordination with Senior Management
- Coordinate with loan investors on loan swaps when sold loans become delinquent on an as-needed basis
- Manage and track the inventory of post-closing documentation to ensure all loan sale documents are accurately accounted for
- Assist the Stewardship team by addressing mortgage, affordability, and financial hardship inquiries from existing homeowners, and accurately recording all related correspondence in the CRM
- Partner with the Stewardship team to develop a shared set of resources and relationships that support homeowners with a variety of post-closing needs, such as mortgage assistance, financial counseling, and maintenance referrals
- Support existing homeowners in navigating the various affordability mechanisms utilized by HFHMD
- Support the Stewardship team in providing ongoing education to homeowners on the process and considerations involved in selling their home, including payoffs, timing, grant restrictions, and affordability mechanisms
- Assist with client-facing customer service, as needed
Skills
- A strong belief in Habitat's mission and a desire to engage others in the organization's work
- Exceptionally organized and detail oriented
- Demonstrated ability to remain calm, composed, and professional when handling difficult or emotionally charged conversations
- Ability to maintain confidentiality
- Self-starter able to work independently with minimal supervision
- Able to analyze data and processes to identify patterns, anticipate potential issues, and implement proactive solutions
- An Effective Storyteller capable of analyzing and presenting a homeowners' financial situation in a clear, compelling, and concise manner
- Proficient written and verbal communication skills; ability to flex style to communicate clearly, professionally, and sensitively with diverse audiences
- Able to respond to challenging personal circumstances and difficult conversations with compassion and patience
- Effective at collecting past-due payments
- Strong math/accounting skills
- Intermediate to advanced MS Excel skills
- Knowledge of legal collection practices is desirable
- Problem-solver, driven by efficiency improvements
- Able to effectively manage volunteers
- Skillful with Microsoft365, databases, and mortgage servicing/originating software
- 1 to 2 years' experience in collections or loan servicing preferred, and the ability to identify mortgage loan documents
- 1 year of default prevention, loans collection, and loss mitigation experience
- 1 to 2 years' experience in conflict resolution using an assertive but compassionate approach
- Valid driver's license and ability to be insured under the company's insurance policy is prerequisite; driving is required
- Ability to talk on the phone and work at a computer for extended periods of time
- Ability to travel to and from meetings and appointments in locations and times when public transportation is unavailable
- Proficiency in Spanish/Arabic/French is highly desirable
- Experience working with people from diverse racial, ethnic, and socioeconomic backgrounds is preferred
- A related degree (Real Estate, Business, Finance) could be helpful in this role
- Experience working with, and overseeing, volunteers a plus
Benefits
- Medical, dental and vision insurance options
- 401k with employer match
- Paid time off for vacation, sick, holidays, floating holidays
- Parental leave
- Short and long-term disability
- Healthy Families and Workplaces Act (HFWA) Leave
- Paid Parental Leave (PFML)
- Paid time to volunteer
Company Overview
Habitat for Humanity of Metro Denver builds and preserves affordable homeownership in the five-county Denver Metro area. It was founded in 1979, and is headquartered in Denver, Colorado, USA, with a workforce of 51-200 employees. Its website is https://www.habitatmetrodenver.org.
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