Collections Representative (On-site)

Who We Are At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive – and that’s why we invest in your growth, wellbeing, and ability to make an impact. Primary Function A Dedicated Servicing Consultant I is a collector responsible for collections on First Bank and GMFS portfolios to maximize recovery and disposition loans to the appropriate workout strategy. Principal Duties Receive and review loan information. Contact borrowers to cure delinquency, set up payment arrangements and/or settle accounts through manual calls and an automated dialer. Manual dialing of active cells that do not reach the dialer and additional allowed attempts to landlines and permission‑granted cells. Identify and recommend optimal workout strategies based on individual borrower. Understand Current and 30‑DPD rolls and how to read manual dialing reports. Understand legal/warning statuses on manual dialing reports. Work with designated clients taking inbound and making outbound calls for those clients only. Correspond via email with dedicated clients. Use the DA tool and work with client matrices regarding workout strategies including deferments and repayment plans. Notate RFD and the entire conversation with the customer for client view. Utilize skip‑tracing tools when confronted with an account that has no phone number. Recommend assistance strategies as necessary. Increase frequency of borrower contact by using scoring model. De‑escalate calls and log complaints. Update contact preferences for homeowners when provided consent. Update the system with preferred language changes. Send emails to borrowers, pull files, attach documents, mail, and follow up on previous emails. Reach out to consumers regarding past‑due accounts, taxes, liens, and insurance. Submit necessary tasks to update accounts regarding current issues. Review escrow analysis to ensure consumer awareness of changes. Provide top‑notch care by answering questions about payments, taxes, insurance, etc. Accurately document each account and capture complaints when necessary. Aid consumers to cure delinquency by offering RPPs or deferments if eligible. Meet monthly departmental goals by maintaining 100 payments per month or team average and meet EVPH goals by capturing promises on each call. Provide one‑call resolution. Verify deferments and repayment plans for accuracy before approval. Perform related duties as assigned by management. Perform essential functions on-site; non‑essential functions may require partial on‑site work. Education and Experience High school diploma or equivalent, required. Bachelor’s degree, preferred. 1 year of loss mitigation, collections, or related mortgage‑servicing experience, preferred but not required. Knowledge, Skills, And Abilities Knowledgeable with FDCPA guidelines. 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 skip‑tracing solutions. Maintain professional conduct with all personalities. Familiarity with lending‑related terminology and processes, especially mortgage delinquency. Excellent reasoning and research skills; see the big picture and manage details. Safeguard confidential customer and company information. Solid work ethic, high integrity, positive attitude, strong attention to detail. Follow instructions and work with minimal direct supervision. Excellent keyboarding skills. Proficiency with Windows and Microsoft Office (Word, Excel, Outlook, PowerPoint). Remain stationary (mostly seated) for long periods. Effectively access/or interpret information on computer screens, documents, and reports. Effectively communicate with all homeowners. Additional Information All employees are required to have smartphones that meet company security standards and can install apps such as Microsoft Authenticator; employment is contingent on this requirement. This is not a remote role and must be performed on‑site. Management reserves the right to modify, add or remove duties and request other duties as necessary. Why Newrez We’re a great place to work because we invest in what matters: your career, your community, your wellbeing, and your future. Our total rewards package is designed to support your whole self. Company Benefits Medical, dental, and vision insurance Health Savings Account with employer contribution 401(k) retirement plan with employer match Paid maternity leave/parental bonding leave/caregiver leave Adoption assistance Tuition & certification reimbursement Employee mortgage loan program Newrez Employee Emergency and Disaster Fund program Newrez NOW 1 company‑paid Volunteer Time Off day Matching gifts program – dollar‑for‑dollar up to $1,000 Access to grants, nonprofit resources, and volunteer opportunities >$6,000,000 donated since 2020 1 in 5 employees participates in at least one Employee Resource Group (ERG) Equal Employment Opportunity We’re proud to be an equal‑opportunity employer and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and veteran status. Different makes us better. CA Privacy Policy CA Notice at Collection #J-18808-Ljbffr Newrez