Senior Loan Counselor – Mortgage Services

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INTRUST Bank

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Since 1876, INTRUST Bank has grown to become a leading financial services provider in the Midwest, with assets of more than $7 billion, a wide range of wealth services and 40 banking centers across Kansas, Oklahoma, and Arkansas. Our long-standing commitment to exceptional service, quality products and cutting-edge technology underscores our pledge to be the best resource for personal and business financial services in our communities.

📋 Description

• Initiate proactive contact with delinquent borrowers to reestablish consistent payment patterns and reduce default progression. • Negotiate and restructure repayment arrangements to help borrowers cure delinquencies and avoid foreclosure, ensuring solutions align with investor and regulatory requirements. • Review, negotiate, approve, calculate, set up, and monitor short term repayment plans. • Ensure strict adherence to federal, state, investor, and insurer requirements governing collections, borrower communication, and collection processes. • Collaborate with internal departments and external partners, including investor representatives, to maximize collection efforts and support resolution strategies. • Work directly with investor contacts to complete required tasks, provide updates, and ensure alignment with portfolio expectations. • Participate in investor conference calls and portfolio performance reviews. • Develop and maintain a strong working knowledge of loss mitigation programs, understanding how retention and liquidation options integrate with early stage and late-stage default operations. • Assist borrowers in completing financial packages, ensuring complete and accurate documentation is submitted within the required timelines. • Educate borrowers on the consequences of delinquency, including potential impacts related to foreclosure, credit reporting, and bankruptcy. • Maintain accurate and compliant servicing system records, including notes, codes, default holds, and status updates in the system of record. • Authorize and establish one time and recurring payment drafts, ensuring proper setup. • Review, instruct, and validate payment posting or reversal requests, ensuring accuracy and compliance with internal controls. • Monitor and process suspense account queues, ensuring timely and accurate application of funds. • Manage individual and shared departmental email inboxes, responding promptly and professionally to internal and external inquiries. • Conduct outbound calls using both manual dialing and automated dialer systems, handle inbound borrower calls with professionalism, and adherence to compliance requirements. • Secure and follow up on borrower promises to pay, documenting commitments and ensuring timely follow through. • Perform skip tracing activities to obtain updated borrower contact information and improve outreach success. • Generate, review, and act upon quality control reports and task lists from applicable systems to ensure accuracy and compliance. • Provide backup support to team members during high volume periods or staffing shortages to ensure service level expectations are met.

🎯 Requirements

• High school diploma (or equivalent) required. • Knowledge of investor and insurer guidelines (Fannie Mae, Freddie Mac, FHLB, FHA/HUD, VA, USDA, and private investors) preferred. • Previous experience in collections, and related default loan servicing is required. • Experience with call center systems, auto dialers, and telephony platforms is advantageous. • Experience with ICE Mortgage Technology platforms, including MSP, is highly required. • Proficiency with Windows operating systems and Microsoft Office applications (Outlook, Word, Excel, Teams) required, along with strong typing and data entry skills.