Home Retention Representative I

Job Posting

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Job Description

The Home Retention Representative will be dealing with Non-FHA and FHA mortgage loans that are 1-2 months delinquent. They will take incoming calls and make outgoing calls with a minimum requirement of 160 calls per day.

• Maintain an auto queue of Non-FHA and FHA accounts that are 15-60 days delinquent; make outgoing calls and take incoming calls through a designated queue with a minimum requirement of 160 calls per day
• Notate servicing system of all activity on each account
• Update borrower information in the servicing system as applicable
• Send letters and emails encouraging the borrower to contact PHFA
• Monitor the collection voicemail box. Return voicemail calls to borrower in a timely manner
• Work the NSF (non-sufficient funds) queue
• Research designated websites for a current phone number or address for a borrower as needed
• Maintain a neat and organized work area
• Other duties as assigned by the Manager of Default Servicing
• Excellent verbal and written communication skills, including ability to effectively communicate with borrowers
• Must be organized and able to multi-task
• Ability to perform a high volume of work daily
• Must be able to work under pressure and meet deadlines
• Must have a team mentality
• Ability to work independently
• Must have a satisfactory attendance record
• High school diploma or GED required. Associates degree or higher preferred
• At least one year of experience in the mortgage or collection field preferred
• Must be able to talk, listen and speak clearly on telephone
• Must work one(1) evening per week (Monday through Thursday - work hours that day are from 10:30 am - 7 pm)