Collections Representative (On-site)

Dedicated Servicing Consultant I

A Dedicated Servicing Consultant I is a collector who is responsible for collections on First Bank and GMFS portfolios in order to maximize recovery and disposition loans to the appropriate work out strategy.

Principal duties include:

• Receive and review loan information.
• Contact borrowers to cure delinquency, set up payment arrangements and/or settle accounts through the use of manual calls and an automated dialer.
• Manual dialing specifically calling active cells that do not reach the dialer as well as additional allowed attempts to landlines and permission granted cells.
• Identify and recommend optimal workout strategies based on individual borrower.
• Understands current and 30 DPD rolls and how to read manual dialing reports.
• Understands legal/warning statuses on manual dialing reports.
• Work with designated clients taking inbounds and making outbound calls for those clients only.
• Effectively and efficiently corresponds via email with dedicated clients.
• Use the DA tool and work with client matrices regarding workout strategies including deferments and repayment plans.
• Effectively notate RFD and the entire conversation with the customer for the clients to view notes and make determinations on actions.
• Utilize our skip tracing tools when confronted with an account that has no phone number.
• Identify and recommend assistance strategies, as necessary.
• Increase frequency of borrower contact by using scoring model.
• De-escalating calls and logging complaints.
• Updating contact preferences for homeowners when provided consent.
• Updating the system with updated preferred language changes.
• Assist in sending emails to borrowers which consists of pulling files, attaching documents, or mailing as well as follow-ups in regard to previous emails sent.
• Reaching out to consumers regarding past due accounts, taxes, liens, and insurance.
• Submit necessary tasks to have account updated in reference to the current issue on the account.
• Give in depth reviews of escrow analysis to ensure the consumer is aware or any changes made to the account.
• Provide top notch care to our consumers by answering questions about the payments, taxes, insurance, etc.
• Ensure that each account is accurately documented as well as capturing complaints when necessary.
• Aid consumers to help cure the delinquency status by offering RPPs, or deferments if eligible.
• Meet monthly departmental goals by maintaining 100 payments per month or the team average as well as meet EVPH goals by ensuring that promises are captured on each call.
• Provide one call resolution.
• Prior to seeking approval, check deferments and repayment plans for accuracy. Ensure the correct clients' requests are submitted via the delegated authority tool.
• Performs related duties as assigned by management.

*These essential functions are fundamental to the role, and must be performed on-site, as they cannot physically be performed remotely. In addition, the Company has determined that an in-person presence is important to critical components of our work, including oversight, training, collaboration, and productivity. Items not marked (*) as essential on-site may still require partial on-site work to perform the role satisfactorily.

Education and experience:

• High school diploma or equivalent, required.
• Bachelor's degree, preferred.
• 1 year loss mitigation, collections, or related mortgage-servicing experience, preferred, but not required.

Knowledge, skills, and abilities:

• Knowledgeable with FDCPA guidelines.
• Must pass written exam to determine comprehension of situations and proper writing style.
• English fluency required, Spanish fluency a plus.
• Outstanding telephone and written communication skills.
• Familiarity with Internet-based search techniques (including the use of skip-tracing solutions).
• The ability to maintain professional conduct when dealing with people of any mood or personality type.
• Familiarity with lending-related terminology and processes, especially related to mortgage delinquency.
• Excellent reasoning and research skills; the ability to see the "big picture" and manage the details.
• The ability to safeguard confidential customer and company information.
• A solid work ethic, high integrity, a positive attitude, and strong attention to detail.
• The ability to follow instructions but work with minimal direct supervision.
• Excellent keyboarding skills.
• Proficiency with Microsoft Windows-based computers and Microsoft Office software (Word, Excel, Outlook, PowerPoint, etc.).
• The ability to remain stationary (mostly in a sitting position) for long periods of time.
• Must be able to remain in a stationary position for long periods of time.
• Must be able to effectively access/operate and interpret information on computer screens, documents, and reports.
• Must be able to effectively communicate with all homeowners.

While this description is intended to be an accurate reflection of the position's requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties, as necessary.

By applying to this position candidate acknowledges that this is not a remote role and is required to be on-site.