Mortgage Solutions Specialist II

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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

2nd Shift - 10% Automatic Pay Differential (United States of America)

Please review the following job description:

Responsible for interacting with clients with delinquent accounts to maximize net value and minimize losses. Interacting with clients for understanding reasons for late payment. Researches account history to determine actions needed for bringing accounts into current status. Duties may include inbound and/or outbound calls in a fast paced dialer environment, data input into tracking systems, performance of skip tracing functions, payment negotiation and recommendations for account retention or liquidation. Ensures that bank procedure/policies, state, federal and investor guidelines are followed. Primarily services complex calls (e.g. larger collections, higher risk) to negotiate payment arrangement. Possibly included in specialized dialing teams, which handle specific investor, state, and federal contact requirements.

There is a 5 day in-office expectation for this role.

Hours: 1pm - 10 pm Mon - Thu and 11 am -8 pm Friday with rotating Saturdays.

Essential Duties and Responsibilities

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

Interact with clients using inbound and/or outbound contact tools such as automated or manual dialer systems to bring delinquent accounts to current status. Use effective probing to identify short term/long term reasons for default and suggest appropriate solutions in accordance with bank or investor guidelines. Explain in a clear and concise manner available relief programs such as early intervention and forbearance programs. Ensure accurate documentation of tracking systems with applicable codes and client interactions to ensure accurate investor reporting. Adapt to changes in regulations and applicable state laws such as TCPA and FDCPA. Adhere to scheduled break/lunch and shift schedules to ensure adequate phone coverage for servicing clients. Meet/exceed monthly performance metrics (production & quality), and satisfactory client delight customer survey scores.

Qualifications

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Three or more years of over the phone client facing experience preferably in call center environment. High school diploma, or equivalent education and related training. Ability to multi task (talk/type while using basic computer applications, such as Microsoft Office software products). Ability to de-escalate client escalations while effecting a one-time resolution. Excellent listening, verbal and written communication skills.

Preferred Qualifications:

Collections experience in any financial product.

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site (

. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

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