CCHL Servicing Default Specialist II (Collections/Delinquency) | Kennesaw

Capital City Home Loans Servicing Default Specialist II - Capital City Bank Job Category: Mortgage Lending Requisition Number: CCHLS003484 Posted: April 9, 2026 Type: Full-Time, On-site Hours: Monday – Friday, 40 Hours Locations Showing 1 location. General Summary The Default Specialist II and III are members of the Loan Servicing Operations and Default Team with the primary responsibility for the effective management of accounts in various stages of delinquency or default. This role ensures compliance with regulatory and investor/insurer guidelines while providing exceptional service and support to borrowers during the default process. The specialist oversees a broad scope of default activities including collections, loss mitigation, bankruptcy, foreclosure, REO management, and audit support. Principal Duties and Responsibilities Establish collection call campaigns in accordance with former “Servicing Alignment Initiative” guidelines. Effectively communicate and educate borrowers, explaining the impact of delinquency on the loan and potential loss mitigation options. Properly update the servicing platform, including right party contact, promise to pay dates, and reason for default. Perform skip tracing for borrowers with no communication or good contact numbers. Monitor incoming bankruptcy notifications and emails. Send loss mitigation applications to borrowers’ authorized third parties. Process Loss Mitigation Applications in accordance with CFBP, Investor and Insurer guidelines, including but not limited to: Issuing required letters within required timeframes. Submitting data and documents to loss mitigation vendor. Ensuring complete applications are decisioned within 30 days. Monitoring trial payment plans, ordering titles. Ordering/mail modification documents to borrowers and executed copies to the county for recording and the Investor/Insurer as required. Maintaining loss mitigation tracking on the servicing platform and updating the proper default reporting codes. Prepare and gather documents for foreclosure files, including but not limited to: referring to respective foreclosure attorney, ensuring Investor/Insurer due diligence timeline is met, preparing bidding instructions in accordance with Investor/Insurer guidelines and referring loans post‑sale for eviction or “Cash for Keys”. Maintain foreclosure tracking on the servicing platform and updating the proper default reporting codes. Prepare and review foreclosure review committee forms monthly with Executive Management. Process bankruptcy filings, including but not limited to updating the servicing system, referring to attorney for filing proof of claim, notice of default or motion for relief. Maintain bankruptcy tracking on the servicing platform and updating the proper default reporting codes. Monitor active bankruptcy files monthly, including reviewing PACER. Prepare monthly delinquency reporting for Capital City Home Loans and Clients. Maintain REO portfolio, including but not limited to ordering valuations, referring to attorney for eviction, assigning a real estate agent, maintaining condition of the property, mitigating code violations, reviewing and processing offers and counter‑offers, and managing closing process. Order and review property inspections, updating the servicing platform with the inspection results. Order property preservation as necessary and in accordance with Investor/Insurer allowable parameters. Request approval for amounts over Investor/Insurer allowable amounts. Monitor second lien performance, including determining status of the first lien, ordering BPO to prepare equity analysis for presentation to the Investor. Respond to audit requests, including providing explanation of activities on delinquent or defaulted loans and providing copies of FNMA, FHA and VA reporting. Review VA Valeri exceptions reporting. Review and submit FNMA delinquency reporting. Review and manually submit FHA delinquency reporting through FHA Catalyst. Perform monthly credit report balancing – review for reporting accuracy. Submit monthly credit bureau reporting files. Review, research and respond to E‑Oscar ACDV and Block/DNR inquiries, maintaining inquiries and responses on the servicing platform. Develop policies and procedures within CFPB, FNMA, FHA, VA, USDA and FHLMC Guidelines. Assist Servicing Manager as needed. Associated Duties Provide additional support to manager and department colleagues. Complete all assigned or required bank training within established timelines. Knowledge, Skills and Abilities (KSAs) Required Knowledge of core, complementary and online banking systems. Working knowledge of Servicing Director utilizing the Collections module to establish collection calls, welcome calls, and scoring models. Ability to communicate effectively with borrowers while maintaining privacy and a respectful demeanor. Analytical and problem‑solving skills. Sound judgment. Ability to prioritize work, multi‑task and display a flexible attitude. Ability to manage time constraints and meet operational deadlines. Attention to detail and accuracy. Interpersonal and teamwork skills. Knowledge of Microsoft Office Suite. Use and knowledge of standard office equipment. Specialist II Entry‑level position with some knowledge of core, complementary and online banking systems. The Default Specialist II supports loan servicing operations by managing delinquent accounts and facilitating loss mitigation processes. The role ensures accurate account maintenance and compliance with regulatory and investor guidelines. Associates gain familiarity with department functions, policies and practices and receive on‑going training. Work is performed under direct supervision with no independent decision making. Specialist III Position has an extensive knowledge of core, complementary and online banking systems and demonstrates proficiency in related computer software. The Default Specialist III is a senior‑level position responsible for managing complex default scenarios, leading compliance efforts and assisting in guiding internal policy development. This role handles high‑risk accounts and ensures servicing practices align with all regulatory and investor standards. May serve as a resource to others when resolving complex problems and issues. May assist in assigning and verifying the work of other associates. This position performs all essential functions of a Specialist II and demonstrates a high level of proficiency, with decision‑making impact on workflow and client service quality. Education Minimum: High school diploma or equivalent. Some college preferred. Relevant banking experience and/or training that establishes an understanding of work procedures and job standards. Experience in banking operations (call center, administration, etc.) is a plus. Bachelor’s Degree from an accredited college preferred. Relevant experience may substitute for the education requirement. Three years of mortgage servicing experience preferred. Suggested Experience 3 years of collection experience servicing convention insured loans, FHA, USDA and VA loans. 2 years as a “Single Point of Contact” or loss mitigation underwriting. 2 years of default reporting experience. 2 years of experience processing foreclosures or bankruptcies. 2 years of claim experience. 2 years of property preservation experience. 2 years of REO experience. Working Conditions Lobby or cubicle environment. In the event of a major or extensive natural disaster, epidemic, pandemic or other disruption, associates may relocate or telecommute to ensure business continuity. Positions approved for Hybrid Flex/Remote Work are determined by the department manager and HR. All approved associates will review and acknowledge the policies outlined in the Hybrid Flex/Remote Work Policy. Benefits Medical, Dental and Vision Life Insurance 401(k) with Matching Flexible Spending Accounts Tuition Assistance Stock Purchase Discounts on Products and Services Equal Opportunity Employer We are an Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Capital City Bank