Mortgage and Commercial Loan Collector

Job Summary

The Mortgage & Commercial Loan Collector is responsible for managing delinquent real estate and commercial loan accounts, including prioritization of loss mitigation for Real Estate and Commercial loans, Real Estate foreclosure proceedings and iteratively improving outcomes through data-informed experimentation and feedback. Representing UFCU with professionalism, accuracy, and member-centered care, the Mortgage & Commercial Collector uses Loan Origination, Loan Servicing and Loan Sub-Servicing tools and resources and interfaces with UFCU’s Mortgage Loan Sub-Servicer. This role combines portfolio reporting, loan servicing, loss mitigation analysis, foreclosure coordination, and Real Estate Owned (REO) disposition support to protect UFCU assets while helping members understand available assistance options.

The Mortgage & Commercial Loan Collector supports Collections Management, Finance, Mortgage Lending and Servicing, Legal, and member-facing teams by providing timely reporting, clear documentation, informed recommendations, and compliant servicing actions for loans that require collection, workout, foreclosure, or liquidation activity.

This role is ideal for someone who is analytical, organized, empathetic, detail-oriented, and comfortable balancing member support with prudent credit union risk management.

The Mortgage & Commercial Loan Collector reports to Collections Management.

About UFCU

Our Credit Union was founded in 1936 and has grown to serve members throughout Texas and beyond. At UFCU, we are more than just a financial institution, and our people are more than just employees. We are dedicated to our purpose of empowering our Members to achieve financial success and build brighter futures.

In pursuit of our aspiration that UFCU is loved by millions of Members and built to thrive for generations, we are guided by our values:

Purposefully Member-Obsessed

We are driven by a profound sense of empathy to deeply understand our Members’ needs and preferences, what brighter futures means to them, and the obstacles in their way. We act in our Members’ best interests, forever seeking to empower their financial success.

Possibilities Reimagined

We are inspired to courageously experiment, learn, and iterate in pursuit of positive impact for our Members, UFCU, and coworkers. We challenge assumptions, embrace diverse perspectives, and make use of data and insights.

Performance Excellence Rooted in Unwavering Integrity

We do the right thing, always. We champion teamwork, accountability, continuous improvement, and celebrate successful outcomes of others, fostering an inclusive environment of excellence and collaboration.

Essential Functions

Portfolio Reporting

• Prepare and distribute Real Estate Delinquency Reporting as needed, ensuring information is accurate, timely, and useful for management review.
• Provide data and insights to Collections Management and Finance to support loan loss reserve provisioning, including reason for delinquency, borrower intentions, loan balance at risk, property valuation, and loss-risk assessment.
• Participate in periodic reviews of delinquent real estate and commercial loans, identifying trends, risk indicators, follow-up needs, and recommended next steps.
• Summarize portfolio status, workout activity including performance of loss mitigation programs, foreclosure pipeline, exceptions, REO inventory, and high-risk exposures for internal stakeholders.

Loan Servicing & Member Outreach

• Maintain accurate, compliant records of all collections and servicing activities in accordance with UFCU policies, procedures, and applicable laws and regulations.
• Ensure all servicing and collection activities adhere to investor pool requirements and internal approval standards.
• Conduct outreach to members past due on real estate and commercial loans with professionalism, empathy, clarity, and appropriate urgency.
• Review member requests for mortgage assistance and determine whether a full Borrower Financial Packet is required.
• Document borrower communications, commitments, financial circumstances, repayment intentions, and servicing decisions clearly and consistently.

Loss Mitigation & Workout Analysis

• Analyze borrower financials, including income, expenses, key ratios, assets, liabilities, financial position, and hardship circumstances to determine what, if any, Loss Mitigation programs may be appropriate for a given member..
• Summarize Reason for Delinquency and borrower intentions in a manner that supports consistent evaluation and decision-making.
• Recommend appropriate assistance options, including forbearance, loan modification, repayment arrangements, deed-in-lieu, or other available workout alternatives, with clear rationale for type and duration.
• Continuously test Loss Mitigation programs and strategies, ensuring appropriate data on tested programs and test program performance is maintained and evaluated to ensure data-driven programs meet portfolio performance targets.
• Coordinate with internal stakeholders to ensure assistance recommendations align with policy, investor requirements, member circumstances, and prudent risk management.
• Support fair, consistent, and well-documented loss mitigation practices in accordance with applicable servicing, consumer protection, and fair lending requirements.

Foreclosure Coordination

• Serve as UFCU’s principal contact for foreclosure activities, ensuring all actions comply with UFCU policies, investor requirements, and applicable law.
• Coordinate with legal counsel, management, lending partners, and servicing vendors to monitor foreclosure timelines, required notices, documentation, and approvals.
• Track foreclosure milestones, borrower communications, reinstatement or payoff activity, and any approved workout alternatives.
• Escalate exceptions, legal concerns, member complaints, and high-risk matters to management in a timely manner.

Real Estate Owned (REO) Liquidation

• Manage Real Estate Owned liquidation activities, including obtaining property appraisals and assessing property condition.
• Secure real estate agents, legal representation, vendors, repairs, preservation services, and other resources as needed.
• Track all expenses associated with property disposition, including taxes, insurance, maintenance, utilities, repairs, legal fees, and sales costs.
• Review property tax records to determine UFCU obligations and coordinate timely payment or resolution where required.
• Develop data-supported listing price recommendations and secure required approvals.
• Evaluate purchase offers, summarize financial impact, and recommend acceptance, rejection, or counteroffers.

Other

• Adheres to all company policies, procedures, and business ethics codes.

• Completes required regulatory training as assigned.

• Maintains strict adherence to and compliance with all laws, rules, regulations, and internal controls specific to the role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations.

Knowledge/Skills/Abilities

Knowledge

• Knowledge of real estate loan servicing, commercial loan collections, delinquency management, workout options, foreclosure processes, and REO disposition.
• Understanding of credit union collection practices, investor pool requirements, member business lending considerations, and applicable regulatory expectations.
• Familiarity with mortgage servicing requirements, loss mitigation procedures, fair lending principles, bankruptcy considerations, repossession or foreclosure documentation, and secure records management.

Skills

• Strong verbal and written communication skills, including the ability to explain complex servicing, loss mitigation, and foreclosure information clearly and compassionately.
• Strong analytical skills with the ability to evaluate borrower financials, collateral position, property value, loan balance at risk, and potential loss exposure.
• Proficiency with Excel, loan servicing systems, document management tools, reporting platforms, and approved AI-enabled productivity or analytics tools.
• Ability to use AI tools responsibly to summarize information, analyze portfolio trends, improve documentation quality, identify workflow efficiencies, and support data-informed recommendations while protecting member privacy and confidential information.
• Ability to work effectively in an Agile development or continuous-improvement environment, including participation in backlog refinement, sprint planning, user acceptance testing, retrospectives, and cross-functional process improvement efforts.
• Strong documentation, prioritization, follow-up, negotiation, and vendor coordination skills.
• Ability to apply Agile and continuous-improvement practices in an operational environment by prioritizing and visualizing work, defining desired outcomes and acceptance criteria, incorporating stakeholder feedback, testing process or system changes, and using planning, review, and retrospective activities to improve results.

Abilities

• Exercise sound judgment, discretion, and empathy when working with members experiencing financial difficulty.
• Balance member advocacy with prudent risk management and policy compliance.
• Organize multiple priorities, deadlines, foreclosure milestones, vendor activities, and reporting needs with accuracy and follow-through.
• Collaborate effectively with Collections, Finance, Lending, Legal, Compliance, Technology, Product, and external partners.
• Adapt to evolving technology, AI-supported workflows, and Agile team practices while maintaining compliance, quality, and sound judgment.
• Maintain calm, professional communication in sensitive, urgent, or high-risk situations.

Core Competencies

• Demonstrating Member Obsession
• Puts themselves in the Member’s shoes
• Looks for friction points
• Makes it personalized and easy
• Demonstrating Performance Excellence
• Sets standards for elevating excellence
• Ensures elevated quality
• Takes responsibility
• Conducts continuous improvement
• Demonstrating Innovation
• Challenges current thinking
• Approaches change with a positive mindset

Experience

Minimum Requirements

• High school diploma or equivalent required; associate or bachelor’s degree in Business, Finance, Accounting, Real Estate, or a related field preferred.
• Minimum 3–5 years of experience in collections, mortgage servicing, commercial loan servicing, loss mitigation, foreclosure, loan workout, or related financial services role.
• Experience reviewing borrower financial information, determining delinquency causes, documenting borrower intentions, and recommending assistance or workout options.
• Experience preparing delinquency reports, tracking high-risk portfolios, and communicating loan status to management or cross-functional stakeholders.
• Must be bondable.

Preferred Requirements

• Experience in a credit union, bank, mortgage servicer, or regulated financial institution preferred.
• Experience with foreclosure coordination, REO liquidation, property valuation, commercial collateral, or legal/vendor coordination preferred.
• Knowledge of Texas real estate collateral, property tax practices, investor requirements, and loss mitigation documentation preferred.
• Experience working with AI tools, workflow automation, reporting enhancements, Agile teams, product owners, business analysts, or technology partners preferred.
• Experience collaborating with Agile deliver teams or applying Agile practices to operational improvement-including prioritizing work, defining business outcomes, testing changes, and incorporating feedback.

Physical Demands

The physical demands described are representative of those that must be met by an employee, with or without accommodation, to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Frequent

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and ability to adjust focus.
• Employee will make extensive use of the telephone and virtual communications requiring the ability to explain complex information effectively and accurately.

Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.

• This position is a hybrid role and requires frequently working onsite at UFCU Plaza in Austin, Texas.
• This position may involve periodic stressful conditions.
• May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.
• May occasionally move from one work location/branch to another.
• Public contact position, requiring appropriate professional appearance.
• Frequent computer use at a workstation of up to two hours at a time.
• The noise level in the work environment is usually moderate.

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