Loan Counselor

Loan Counselor
Position primarily responsible for contacting delinquent loan borrowers in selected/assigned accounts or loan groups by phone, email or letters and to obtain check or credit card payments. To maintain accurate comments and statuses in the NLS database and individual reporting for their assigned accounts.
SPECIFIC DUTIES AND RESPONSIBILITIES
Contacting Borrowers:

• Contact borrowers by phone, email or letters
• Maintain a minimum of 100 calls per day, 15% contact rate and 20% payment to contact rate.
• Prepare and send delinquent and no response email and letters to 30, 60 and 90 day past due borrowers.
• Prepare and send pre-foreclosure letters.

Maintaining Comments and Compliance Statues in System

• Properly and accurately comment account in NLS system
• Prepare and submit accurate individual reporting to Collections Manager
• Update account in NLS system with new borrower contact information

Processing payments

• Prepare and accurately complete ACH Tel payments in system
• Prepare and accurately submit both recurring and one-time credit card payments.

Maintain communication with other departments within AFC

• Provide communication and correspondence to the appropriate AFC Division as it relates to account management and payment processing.
• Provide feed back to management with respect to first payment defaults and dissatisfied clients
• Provide trend reports based upon research of delinquent loan accounts.