Bilingual Late Stage Collections Specialist, II

Responsibilities: Explains detailed mortgage loan information to borrowers including the HUD Waterfall, mortgage loan information and loan workout and modification options to borrowers. Evaluates and helps determine the borrower's ability to pay, and collects appropriate financial information in a courteous and professional manner, striving for first-call resolution and in compliance with all applicable regulations. Counsels borrowers on their options through education of alternative solutions. Contacts borrowers, utilizing an automated dialing system (Aspect Dialer) for both inbound and outbound calls and conducts manual outbound calls. Provide alternatives to borrowers who demonstrate the ability and/or inability to pay, by offering loan modifications, short sales, Deed in Lieu of Foreclosure, and/or possible refinancing. Negotiate reasonable payment arrangements with borrowers, assembles and provides the required documents to complete a borrower 'Request for Mortgage Assistance' package in compliance with department policies and procedures. Functions as the single point of contact for a borrower. May need to escape borrowers to a licensed Loss Mitigation associate for specific workout details. Provide status on payments and payoff inquiries; review short sale requests; provide vendor information on Real Estate Owned (REO) properties; verify payment history and new servicer contact information; process payments. Assist with loan servicing website payments, denied access, password resets. Respond to escrow, loss draft and closing document inquiries. Provide status on a wide variety of loan servicing functions including loss draft, short sale, Deed in Lieu of Foreclosure, modification/refinance requests, payment/credit disputes, escrow refunds, vendors for REO properties, repayment plans, and down payments on foreclosure pending mortgages. Perform other duties as assigned. Requirements High school diploma or equivalent work experience. Two (2) years of collections, loss mitigation, or single point of contact experience in a call center environment. A minimum of two (2) years' experience in the Banking, Mortgage/Loan Servicing industries. Strong knowledge of Fair Debt Collection Practices Act. Strong knowledge of relevant and industry-specific computer software packages. Strong verbal communication skills – ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly. Negotiation skills that allows the Late Stage Collections Specialist to control the call and come to a proper resolution for both the company and the borrower. Proficient higher level math skills needed to calculate and communicate borrower payments. Ability to understand moderately complex collection issues and to collaborate and explore alternative solutions. Hard Skills Collections Experience Loan Modification Payment Arrangement Negotiation Higher Level Math Skills Financial Information Evaluation Soft Skills Courteous Communication Problem-Solving #J-18808-Ljbffr Jobtailor