Retail Collections Specialist

We are seeking an experienced and detail-oriented Retail Collections Specialist to support our collections team located in Westerly, RI. The successful candidate will be responsible for independently collecting on the banks Mortgage and Consumer Portfolios as well as Investor portfolios, including Fannie Mae, Freddie Mac, FHA, USDA, and private investor loans. This role involves a variety of tasks aimed at ensuring compliance with servicing guidelines, communicating with borrowers, and reducing non-performing assets.

We support a hybrid remote/on-site schedule

Primary Responsibilities:

• Contact and work with delinquent residential/consumer loan customers for timely loan payments, discuss status of payments, need for assistance (payment relief or other), and establish timelines for payments to bring loans current. Primary goal is reduction of non-performing assets.
• Adhere to the Fair Debt Collections Practices Act, CFPB and all other applicable state and local regulations.
• Process delinquent loan payments and follow up with borrowers as required.
• Update reports on delinquent loans and collection activities as required.
• Follow up on delinquent accounts utilizing special collection software (Carm-Pro/CRM).
• Send legal referrals to the banks counsel for Estate Claims, Foreclosures and other legal actions as needed.
• Coordinate with borrowers to gather documentation required for Loss Mitigation applications and send applicable Loss Mitigation letters.

• Independently manage Investor Portfolios including Fannie Mae, Freddie Mac, FHA, USDA, and private investor loans. Responsible for contacting borrowers, ordering property inspections, managing tasks in SMDU and Resolve. Send borrower solicitation packages, order property inspections/appraisals and ensure compliance with the servicing guidelines outlined the servicing guides.
• Understand and communicate forbearance plan terms, and repayment options available to the borrower. Processing of modifications (Deferrals and FLEX Modifications) within SMDU and Resolve.
• Stay up to date on enhancements to SMDU, Resolve and updates to the servicing guides.
• Complete monthly EDR reporting requirements on GSE and Private Investor loans. Provide support to loan operations pertaining to GSE reporting.

Requirements/Qualifications:

• 3 years relevant work experience in Consumer Collections or a related field.
• Knowledge of consumer credit (Dodd-Frank/CFPB) and Fair Debt Collection Practices Act.
• Experience with extensive customer contact via telephone.
• Professional verbal and written communication skills.
• High attention to detail.
• Possess good organizational and follow up skills with the ability to multi-task.
• Ability to work independently with a sense of urgency.
• Basic Microsoft Word and Excel skills, as well as prior experience with collections software.
• Demonstrated effective communication and interpersonal skills.
• BA/BS Degree or relevant work experience in lieu of degree

Our employees enjoy a comprehensive benefits package, which includes health and welfare benefits, paid time-off, work-life program, and a 401(k) plan. We believe employees who are valued, recognized, rewarded and empowered, will achieve personal and professional growth. Apply today and find out why we have been voted one of the Best Places to Work in Rhode Island since 2011!

The Washington Trust Company, and each of its subsidiaries and affiliates are committed to cultivating and promoting a diverse and inclusive workforce. We seek to provide an environment of equal employment opportunity and advancement to all employees and applicants. It is our policy to provide equal employment and advancement opportunities without regard to race, color, ethnicity, age, religion, gender, pregnancy/childbirth, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, or any other category protected by federal, state and/or local laws. Click Here to view the EEOC "Know Your Rights" notice and Click Here to view the "Pay Transparency Nondiscrimination Provision".

• Westerly, RI, USA