Collections Specialists

Job Description

Job Description

Job Title: Collections Specialist

Location: Addison

Summary: The Collections Specialist is the front-line in assisting borrowers resolve financial issues impacting their ability to retain their home. The Collections Specialist assists borrowers with finding solutions for maintaining home ownership as well as exploring loan liquidation options when home retention is not feasible. Our Collections Specialists are expected to engage, understand and advise borrowers of available options to resolve mortgage delinquency and default.

Essential Duties and Responsibilities:

· Initiate live contact with borrowers to determine "reason for default", borrower intent, financial ability to repay mortgage, and to identify potential loss mitigation options/solutions;

· Interview borrowers to understand borrowers’ specific situation and identify and request appropriate documents required for workout review when applicable;

· Access information in multiple systems to inform borrowers of loan workout terms, important dates and deadlines;

· Make "good faith" payment arrangements with borrower to ensure mortgage does not fall further behind while loss mitigation options are being evaluated;

· Notify and inform borrowers of changes to dates/timelines and decisions as they are made;

· Provide information to borrower concerning escalation/complaint procedures and process per CFPB guidelines;

· Efficiently handle a variety of customer inquiries, via phone call and written correspondence, regarding the customer's home mortgage;

• Provide excellent customer service in a consistent and professional manner
• Completes daily work activities to meet operational requirements and goals;

· Properly documents each customer interaction in the Mortgage Servicing operating system;

· Responsible for minimizing customer impacts and ensuring each customer has a positive interaction with mortgage servicing;

· Prioritize quality and efficiency in resolving customer issues;

· Manages difficult and emotional customer situations

· Ensures compliance with all applicable federal and state mortgage laws, regulations, investor and insurer requirements and CFPB Servicing Guidelines.

· Other duties may be assigned.

Job Competencies:

· Ability to work in a high volume, fast paced environment;

· Must work well under pressure, meeting multiple and sometimes conflicting deadlines;

· Must have demonstrated ability to collaborate and work well with others;

· Must have demonstrated ability to achieve goals;

· Must have demonstrated ability and skillset to provide exceptional customer service;

· Must have excellent verbal and written communication and listening skills;

· Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage servicing industry;

· Has current knowledge of Mortgage Servicing operating systems and resources

· Has knowledge of FDCPA, TCPA, CFPB Servicing Guidelines and state regulations related to debt collection practices;

· Good business writing and math skills;

· Strong PC skills. Must be proficient in MS Windows, MS Outlook and MS Office Suite.

· Bilingual (English/Spanish) a plus.

Education/Experience:

The ideal candidate will have (2+) years' experience in a Mortgage Servicing industry Collection Call Center; History of reliable attendance; Ability to work a schedule that includes some weekends; must be able to pass background investigation; High school diploma or equivalent required, bachelor's degree preferred.

Physical Demands:

Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

Work Authorization:

Must be able to verify identity and employment eligibility to work in the U.S.

Experience:

· Mortgage Servicing Call Center: 2 years (Required)

· Mortgage Servicing Collections: 2 years (Required)

Education:

High school or equivalent (Required)

Language:

English

Bilingual (English/Spanish) a plus.

This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Click n’ Close, Inc. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.