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Collection Specialist



Job Summary

Completes activities relating to the collection of mortgage amounts due and borrower account administration. This work requires direct contact with the public, the exercise of good judgment, and the application of Tennessee Housing Development Agency (THDA) policies and procedures as they relate to the application of payments, collection of amounts past due, loss mitigation, borrower counseling, and other general customer service inquiries.

Job Responsibilities

Essential duties and responsibilities include the following. Other duties may be assigned.

  • Makes outgoing calls to customers to attempt to assess reasons for default and make satisfactory arrangements to bring accounts back into a current standing.
  • Answers incoming phone calls and responds to customer requests for information on their accounts.
  • Sets active follow-up arrangements on accounts, records notes, and financial data.
  • Provides primary phone support through the Loan Servicing call center including incoming and outgoing follow-up communications.
  • Follows insurer guidelines for delinquent account management and collects documentation to support account activity.
  • Provides assistance with borrower counseling, loss mitigation, and foreclosure avoidance.
  • Provides assistance with mailing letters, forms, or other customer contacts.
  • Assists customers with website functionality, password resets, and other requests for account data.
  • Maintains and files electronic information to customer accounts with proper noting and documentation.
  • Assists with error resolution and customer complaint tracking.
  • Provides backup for other Loan Servicing functions.


  • High school diploma or GED.
  • Collections experience, with mortgage collections experience preferred.
  • Telephone customer service experience.
  • Successful completion of the Mortgage Bankers Association “Basics of Mortgage Servicing” course is preferred.

Additional Information


THDA offers an excellent benefits package:  medical, dental, vision, and life insurance options; disability insurance; retirement plans; flexible benefit pre-tax accounts for medical, dependent care, transportation, and parking; annual leave and sick leave that begin accruing after the first month of employment; and 11 paid holidays per year.  We also offer work-life balance opportunities through alternative work schedules, flexible schedules, and telecommuting.

How to Apply



  • Date Posted: July 9, 2024
  • Type: Full-Time
  • Job Function: Other
  • Service Area: Housing
  • Start Date: 08/19/2024
  • Salary Range: $3,542
  • Working Hours: 37.5