Collections Specialist

Position Summary The primary point of contact for all borrowers who are not engaged in active Loss Mitigation Workout options but are more than one (1) payment past due. Works in a blended call center environment with an emphasis on collections and loss mitigation initiation when customers are unable to make their monthly mortgage payments. Schedule adherence and performance in service levels that include Average Speed of Answer, Abandonment rate and Handle time are monitored. There may be some investor interaction that will require associates to speak to or document his/her ability to influence favorable outcomes when right party contact is made. Essential Duties and Responsibilities Collection efforts to assigned portfolio, which also include light skip tracing activities, ensuring there are no dialer exclusions that need to be removed, and making manual outbound calls on loans that can’t be included within a team dialer campaign. Inbound calls to perform collections and some customer service activities, while working in a blended call center environment. Outbound calls for cash collection purposes and to initiate loss mitigation when cash collection is not possible. Performs cursory financial analysis to determine the legitimacy and length of any perceived hardship the borrower is experiencing, which must be well documented. Offers short term resolution options via repay and forbearance plans. Provides information on all available assistance programs to borrowers experiencing financial hardships. Sets up One Time Drafts payments, encourage ongoing ACH payments, and follow up on promise to pays, while maintaining confidentiality. Adheres to all daily call and attendance schedules while continuing to meet investor requirements for each loan type. Remains current on all Policy & Procedure and investor updates. Meets monthly goals as established in the agent scorecard. This is not a work from home opportunity. Qualifications Excellent attention to detail. Ability to multi-task and consistently meet multiple deadlines. Strong verbal and written communication skills. Ability to work in a team environment. Strong collections orientation with customer service skills. Ability to use good judgment. Competencies Adaptability: Adapts to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change delays, or unexpected events. Business Ethics: Treats people with respect. Keeps commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values. Communication: Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written form. Exhibits good listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication method. Customer Service: Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service. Dependability: Responds to requests for service and assistance. Follows instructions, responds to management direction. Takes responsibility for own actions. Commits to doing the best job possible. Keeps commitments. Meets attendance and punctuality guidelines. Teamwork: Balances team and individual responsibilities. Exhibits objectivity and openness to others’ views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts success of team above own interests. Education & Experience High school diploma or general education degree (GED) required. Associate's degree (AA) from two-year college preferred. Two years' related experience and/or training required. Call center or related mortgage experience with knowledge of Black Knight products and the various areas of default (e.g., Bankruptcy, Foreclosure, REO, etc.) is preferred. Bi-lingual language is a plus. Language Ability Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Mathematical Ability Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Reasoning Ability Ability to apply common sense understanding to carry out detailed written or oral instructions with minimal supervision. Ability to deal with problems involving a few concrete variables in standardized situations. Computer Skills Working knowledge of and experience with Microsoft Office products (Word, Excel, and Outlook). Previous experience with Black Knight (MSP) preferred. Travel Some travel may be required. Work Environment The work environment is a typical office with moderate noise levels. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands The employee is regularly required to sit while working at a desk, occasionally standing, walking, and using hands to lift and/or move up to 25 pounds. May also climb or balance; stoop, kneel, crouch or crawl. Needs to be able to talk and hear, but no special vision is required beyond the ability to see in order to read. Benefits Paid Time Off (PTO) Medical, Dental & Vision Employee Assistance Program Flexible Spending Account Health Savings Account Paid Holidays Company paid Life InsuranceMatching 401(k) Plan The job requirements listed above are representative of the knowledge, skills, and/or abilities required. This job description is not an inclusive list of all duties and responsibilities of this position. Incumbents will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. Selene reserves the right to amend and change responsibilities to meet business and organizational needs. Privacy Policy - Selene (seleneadvantage.com) #J-18808-Ljbffr Selene Finance LP