Kentucky Housing Corporation
Job Analysis Questionnaire
Job Title: Mortgage Account & Servicing Analyst
FLSA Status: Non-Exempt
Work Group: Mortgage Servicing
Reports to: Manager Mortgage Account Services
GENERAL PURPOSE OF THE JOB:
Independently administers and manages a portfolio of residential mortgage loans with a primary focus on delinquency resolution, loss mitigation referral, escrow administration, and regulatory compliance. Serves as a key point of contact for borrowers, internal departments, and external stakeholders to evaluate financial risk, identify root causes of default, and implement appropriate resolution strategies in accordance with investor, federal, and agency guidelines. Exercises professional judgment to mitigate financial loss, ensure adherence to servicing standards, and support the long-term performance and integrity of KHC’s mortgage portfolio while delivering high-level customer service throughout the loan lifecycle.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Delinquency Management
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Proactively manage delinquent mortgage accounts through inbound and outbound borrower engagement in accordance with investor servicing requirements and federal regulatory standards.
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Conduct financial assessments to determine borrower hardship, repayment capacity, and appropriate resolution pathways, including informal repayment arrangements or referral to Loss Mitigation programs.
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Perform required 45-, 60-, 90-, and 120-day delinquency reviews, ensuring accurate documentation of borrower contact, financial analysis, and compliance with investor timelines.
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Exercise independent judgment in recommending account resolutions that balance borrower sustainability with organizational risk mitigation.
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Identify trends, recurring issues, or process gaps within assigned accounts and provide recommendations to management to improve servicing efficiency, compliance, and borrower outcomes.
Stakeholder Communication & Customer Resolution
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Serve as a knowledgeable resource for borrowers, internal teams, and third parties regarding mortgage account status, servicing requirements, and resolution options.
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Conduct in-office borrower meetings as needed to support complex resolution efforts and ensure clear communication of servicing expectations.
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Apply advanced interpersonal and de-escalation skills to resolve sensitive and high-stress borrower situations while maintaining compliance and professionalism.
Regulatory Compliance & Investor, Investor Interpretation and Adherence
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Ensure all borrower interactions, account actions, and servicing decisions comply with FDCPA, CFPB, FHA, VA, RHS, FNMA, Freddie Mac, PMI, and internal KHC policies.
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Generate, review, and follow up on required borrower correspondence to ensure accuracy, timeliness, and regulatory compliance across multiple servicing platforms.
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Prepare foreclosure-related documentation and liquidation forms within established investor and regulatory timelines to support legal and compliance requirements.
Escrow Administration & Payment Oversight
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Coordinate collection of escrow shortages and deficiencies efforts with borrowers and collaborate with Escrow Account Administration to facilitate timely escrow re-analysis and payment adjustments.
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Review and process daily suspend and unapplied payment reports, ensuring accurate application of funds and resolution of payment discrepancies.
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Communicate changes in borrower circumstances or property status to ensure appropriate insurance coverage and escrow compliance.
Property Preservation & Asset Protection
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Order and evaluate property preservation inspections to identify vacancy, occupancy changes, or risk conditions impacting collateral value.
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Coordinate actions necessary to secure and protect vacant or at-risk properties in compliance with investor requirements, safeguarding KHC’s financial and legal interests.
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Maintain accurate documentation and reporting related to property condition and preservation activities.
Knowledge, skills, and abilities required of the position:
KNOWLEDGE OF:
SKILL IN:
ABILITY TO:
Federal housing programs, laws, and regulations
Crystal Reports software
Word processing/ spreadsheet applications such as Microsoft Word/Excel
Basic rules of grammar and business writing
Basic mathematic principles
Collecting, analyzing, and evaluating data
Dealing with a diverse group of external and internal contacts at all levels
Analyzing problems and reaching solutions
Plan and organize work activities.
Prepare reports.
Present ideas effectively
Handle sensitive/ confidential information.
Additional Information:
This position requires a high level of analytical ability, independent judgment, and attention to detail in managing complex mortgage servicing activities within a highly regulated environment. The incumbent must routinely evaluate borrower financial circumstances, interpret investor and regulatory guidelines, and determine appropriate courses of action to mitigate financial risk while maintaining compliance and customer-focused outcomes.
Strong emotional intelligence and advanced verbal communication skills are essential, as the role regularly involves de-escalating high-stress and emotionally charged situations with delinquent borrowers while maintaining professionalism, accuracy, and adherence to Fair Debt Collection Practices (FDCPA) and Consumer Financial Protection Bureau (CFPB) standards.
The position requires a comprehensive working knowledge of mortgage servicing and loss mitigation guidelines related to FHA, VA, RHS, Fannie Mae, Freddie Mac, and Private Mortgage Insurance (PMI), including their application to collections, escrow administration, foreclosure timelines, and property preservation requirements.
Advanced proficiency in Microsoft Office applications—particularly Excel and Word—is required to analyze account data, prepare documentation, track compliance requirements, and support reporting needs. The incumbent must be capable of managing multiple priorities simultaneously, exercising sound judgment with minimal supervision, and collaborating effectively with cross-departmental teams and external stakeholders to resolve complex servicing issues.
The role involves a high degree of accountability, confidentiality, and consistency, as decisions and actions directly impact borrower outcomes, investor compliance, and the financial and reputational interests of Kentucky Housing Corporation.
Education Requirements:
Some college coursework or an Associate Degree (A.A.) in Business Administration, Finance, Accounting, Economics, or a related field is preferred; or an equivalent combination of education, specialized training, and progressively responsible experience in mortgage servicing, financial services, loan administration, or related field.
Specialized training or certification related to mortgage servicing, loss mitigation, collections, escrow administration, regulatory compliance, or housing finance is strongly preferred. Ongoing professional development to maintain knowledge of federal regulations, investor guidelines, and servicing standards is expected.
Experience Requirements:
One to three years of relevant experience in mortgage servicing, loan administration, collections, or financial services, including borrower contact and account analysis within a regulated environment. Experience with delinquency resolution, escrow processes, or loss mitigation is preferred.
Required Competencies:
Communication
The ability to clearly, professionally, and respectfully exchange information with others in verbal, written, and digital formats. Demonstrates active listening, tailors messages to diverse audiences, and conveys complex information in an understandable way. Using appropriate tones and judgment ensures understanding, and encourages open, two‑way communication. Effectively collaborates with colleagues, leaders, and stakeholders to support productive working relationships and organizational goals.
Customer Service
Delivers high‑quality, prompt, and courteous support by actively listening, communicating clearly, and responding with professionalism and empathy. Understands customer needs, resolves issues efficiently, and maintains a positive, collaborative approach to ensure consistent, customer‑focused experience. Demonstrates effectiveness through key service metrics such as response time, resolution time, customer satisfaction scores, and adherence to service quality standards.
Ethics and Values
Demonstrates integrity and sound judgment by adhering to organizational policies, legal requirements, and professional standards. Acts honestly, responsibly, and transparently in all interactions. Maintains confidentiality, avoids conflicts of interest, and makes decisions that support fairness, accountability, and the best interests of the organization and its stakeholders.
Organizational and Priority Setting Skills
Effectively manages time, tasks, and resources by organizing work in a structured and efficient manner. Prioritize responsibilities based on importance, deadlines, and organizational needs. Adapts to shifting priorities while maintaining accuracy, follow‑through, and consistent, timely results.
Initiative
Takes proactive action to identify needs, solve problems, and improve processes without requiring direction. Demonstrates resourcefulness, responsibility, and a willingness to go beyond assigned tasks to achieve goals. Seeks opportunities to add value, follows through on commitments, and acts with urgency and accountability.
