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DMS Mortgage Counselor II

Andrews Federal Credit Union

Location: Suitland, MD

Schedule: Full-time

Position Overview

The Debt Mortgage Counselor II works to contact members who have delinquent real estate and consumer accounts for the purposes of collecting these delinquencies and negotiating payment terms in compliance with departmental standards, policies and procedures in efforts to mitigate Andrews Federal Credit Union losses, provides assistance and guidance to less experienced counselors, to include review of work, guidance of collection techniques and advice on options to pursue collection, and serves as a mentor to less experienced staff.


The position’s essential duties include the following:

  • Initiates appropriate follow‐up activity on delinquent accounts and maintains on‐line chronological records of all facts, information developed and actions taken.
  • Determines reason for delinquency and establishes an equitable payment arrangement enlisting the cooperation of the member, tracking member’s compliance to revised payment schedule.
  • Provides financial counseling and assistance to members who are experiencing financial difficulties as needed.    Assist borrowers to find solutions to maintain home ownership, including HAMP and proprietary modifications.
  • Familiar with all aspects of FNMA guidelines for in Delinquency/Default prevention and Management.  Ensure necessary information and complete packages are received in a timely manner, maintained, tracked, and logged.
  • Analyzes information in the member’s record, decides what action will be taken and selects a method for effecting that action.
  • Negotiates to establish mutually agreeable repayment arrangements with delinquent members to include extension agreements/payment modifications.
  • Recommends appropriate course of action when members refuse to make satisfactory repayment arrangements (i.e. foreclosures, repossession, litigation, charge off, loss mitigation to included but not limited to payment modification, deferral and/or extension).  Ensures appropriate documentation is available for chosen course of action.
  • Performs skip-tracing by contacting third parties such as relatives of the delinquent member, employers, personnel officers, creditors, or credit bureaus in order to locate, contact and collect from members whose whereabouts are unknown.
  • Prepares various reports and logs for review.
  • Represents Andrews Federal during local Small Claims hearings, if necessary.
  • Recommends accounts for charge off when collection efforts do not resolve the account.
  • Remains cognizant of and adheres to Andrews Federal policies and procedures, and compliance with all applicable federal, state and local laws, regulations and ordinances.
  • Remains cognizant of and adheres to Andrews Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
  • Has the ability to interact with co-workers, supervisors, members and outside contacts in an appropriate, professional manner which projects a positive image of the department and Andrews Federal.
  • Orders property inspections according to FNMA guidelines and Reviews property inspections to determine appropriate action to take with regard to established guidelines.
  • May assists in analyzing work productivity, policies and procedures.
  • Attends work regularly and according to work schedule; limits absences according to personnel policies regarding leave usage.
  • Ability to work varying shifts including evenings and weekends.
  • Perform other duties as assigned.

Education & Experience


  • High school diploma, GED, or equivalent required.


  • 2 – 4 years



  • Requires at least three (2) years of collection experience, preferably in a financial institution.
  • Must have at least one (1) year experience in Mortgage Loss Mitigation/Collections/Default Servicing/Financial Services and MI regulations.
  • Experience, in-depth knowledge of federal and state laws and regulations regarding bankruptcy, repossession, foreclosure, loss mitigation, litigation and other collection activities.
  • Word processing and spreadsheet experience preferred.
  • Must have excellent organizational, negotiation, oral and written communication skills.
  • Must have strong listening skills
  • Must have strong analytical & problem solving skills
  • Ability to work well under pressure and with deadlines
  • Ability to work independently with minimal supervision
  • Self-motivated with the ability to complete multiple tasks with minimal supervision
  • High attention to detail and excellent time management skills
  • Assist with departmental projects as needed.
  • Ability to learn and perform in a fast-paced environment.
  • Ability to work flexible hours, including working overtime, and Saturday’s with little advance notice

How to Apply


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