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Lead Specialist (Single Point of Contact Loss Mitigation Team) in Buffalo, NY at KeyBank

Date Posted: 2/5/2021

Job Snapshot

  • Employee Type:
  • Location:
    4224 Ridge Lea Road
    Buffalo, NY
  • Date Posted:

Job Description

Typical work schedule at this time is Monday - Friday 8:30 a.m. to 5:00 p.m. and additional hours as needed.
This position is responsible for receiving all written and verbal borrower assistance packages received by the loss mitigation department and reviewing for completeness, as well generating required letters to the borrower based on regulatory or state requirements.
•Maintain contact with borrower to ensure they understand the current status of their loan workout application, available options, and next steps; remain the "single point of contact" throughout the loss mitigation, loan modification and foreclosure process.
•Initiates outbound contact with borrowers to determine "reason for default", borrower intent, financial ability to repay debt, and to identify potential loss mitigation options/solutions.
•Balance multiple priorities and tasks such as inbound/outbound phone calls, letter generation, trial payment and document tracking.
•Answer inbound phone inquiries from borrowers regarding the status of loss mitigation, modification, short sales and foreclosure process.
•Interviews borrowers to understand borrowers specific situation; identify and request appropriate documents required for workout review.
•Assists customers that are in a loan default situation to find solutions to maintain home ownership or to identify and discuss property liquidation options when a modification is not appropriate.
•Reviews and coordinates routine to complex workouts and or coordinates short sale liquidations.
•Works with foreclosure department to ensure dual tracking does not occur.
•Knowledge and understanding of mortgage and title documents, credit reports, appraisals, default servicing, loan default legal process and legal terminology.
•Expected to engage, understand and advise borrowers of available options to resolve real estate secured and unsecured delinquency and submit required information to underwriting team to obtain approval of eligible workout options.
•Makes a diligent effort to obtain the necessary documents from the customer when package is incomplete in an effort to complete the application and submit for underwriter review. Handle all customer emails and voice mails that are assigned
•Access information in multiple systems to inform borrowers of loan workout terms, important dates and deadlines. Follow-up with borrower to get loan modification agreements signed and closed.
•Make "good faith" payment arrangements with borrower to ensure mortgage does not fall further behind while loss mitigation options are being evaluated.
•Notify and inform borrowers of changes to dates/timelines and decisions as they are made.
•Work with borrower to obtain broker information for short sale process.
•Maintains Investor and Treasury requirements for file servicing, reporting, and correspondence as it relates to trial plan monitoring, preparing modification documents, denials and closings.
•Follows up with mortgagors, authorized 3rd parties, or internal council to ensure timely receipt of executed modification documents.
•Efficiently handle a variety of customer inquiries, via phone call and written correspondence, regarding the customer's loan.
•Minimize call escalations by gaining our customer's trust and keeping our promises.
•Prioritize quality and efficiency in resolving customer issues.
•Ensures compliance with all applicable federal and state laws, regulations, investor requirements and CFPB Servicing Guidelines.
•Maintains appropriate records and documents the system of record in order to preserve a history of actions taken or denied.
•Verbally collect customer financial information to render a decision on Non-Real Estate accounts
•Monitor for and process Trial Payments
•Conduct preliminary review of loss mitigation applications within 5 days of receipt per Dodd Frank requirements. Ensure all Dodd Frank requirements are achieved. Notate collection system to preserve history of actions taken. Assign completed application to loss mitigation analysts for analysis. Adhere to all Government Regulations, Investor Guidelines and Key Bank policies.
•Other duties may be assigned.

•Job Competencies:
◦Excellent verbal and written communication and listening skills.
◦Ability to work under pressure and stress and respond to inquiries with tact, diplomacy and patience.
◦Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage, and or unsecured debt industries.
◦Strong business writing skills.
◦Strong business math skills.
◦Analytical and organized.
◦Strong PC skills. Must be proficient in MS Windows, MS Outlook, MS Office Suite, MS Visio, MS SharePoint and MS Project.
◦Bilingual (English/Spanish) a plus.

High School Diploma or GED Equivalent required.
BA or BS preferred.
Two to three years of banking loss mitigation experience is preferred.
Real Estate Collections or default related experience is required.
Good organizational skills, computer literate with the ability to execute processes in the Bank standard software programs, and ability to work with minimal supervision.
Conduct preliminary review of loss mitigation applications within 5 days of receipt per Dodd Frank requirements. Ensure all Dodd Frank requirements are achieved. Notate collection system to preserve a history of actions taken. Assign completed applications to loss mitigation analysts for analysis. Adhere to all Government Regulations, Investor Guidelines and Key Bank policies.


KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.


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