This job was posted by https://www.azjobconnection.gov : For more
information, please see: https://www.azjobconnection.gov/jobs/6491080
The Mortgage Servicing Professional (MSP), Collections is responsible
for handling mortgage servicing of early stage collections calls (\< 45
days past due) in a blended auto-dialer environment (inbound and
outbound), efficiently, professionally and in a courteous, friendly
manner. These positions are responsible for executing excellent
listening, problem resolution and communication skills (verbal/written).
Responsibilities:
- Handles all levels of mortgage collections inquiries (i.e.
processing payments, setting up repayment plans, and delinquency
negotiation for curing the delinquency)
- Responsible for managing delinquent loans in the 5-44 day
delinquency range.
- Researches and resolves customer inquiries and Level 1 complaints
via the phone, with a focus on providing first call resolution.
- Monitors the status of delinquent accounts
- Initiates collection actions by notifying account holders and
cosigners of delinquent status
- Ability to work in a fast paced, structured environment adhering to
key performance metrics with high emphasis on quality and
productivity
- Promotes products and services with focus on customer satisfaction
and retention
- Responsible for working to meet individual, team, and departmental
goals for service level agreements and client satisfaction on a
daily basis
- Collaborates with internal resources to provide solutions to
customers
- Responsible for identifying process improvements in daily duties
- May be Responsible for working specialized products/campaigns
- Completes other duties and projects as assigned by the
supervisor/manager
- Appropriately assess risk when business decisions are made, include
but not limited to compliance and operational risk. Demonstrate
consideration for Cenlar\'s reputation as well as our clients, by
driving compliance with applicable laws, rules and regulations,
adhering to Policy, applying sound ethical judgment regarding
personal behavior, conduct and business practices, and escalating,
managing and reporting control issues, as well as effectively
supervise the activity of others and create accountability with
those who fail to maintain these standards.
Interface:
- External - Mortgagors, Real estate Agents, Title Insurance
Representatives, Investors, Clients
- Internal - All internal departments throughout the company, primary
focus on servicing areas: Customer Service, Client Relations, Cash
Management, Payoffs, Default, Insurance, Tax, Special Products,
Exception Processing
Qualifications:
- High school degree or GED required
- Associate\'s degree and/or combination of post-secondary education
and experience is a plus
- 2+ years of experience in the mortgage servicing industry and/or
collections call center environment
- General mortgage banking knowledge preferred
- Meet performance metric requirements for a minimum of 12 months
(including tasks)
- Strong work ethic including strict adherence to work schedule times
and deadlines
- Flexibility and ability to adapt to change quickly
- Ability to work with all levels of management
- Strong interpersonal relationship skills
- Strong written and verbal communication skills
- Excellent listening skills
- Strong problem resolution skills
- Must be able to work nights and weekends; variable schedule(s) as
necessary
- Candidates will be assessed based on relevant skills and experience
It is critical that you have an understanding of the following:
- Requirements under Telephone Consumer Protection Act, specifically
Exemptions and Other Provisions
- Requirements under FDCPA Fair Debt and Collections ractices Act
- Requirements under Regulation E (Electronic Funds Transfer Act),
specifically, Coverage, Initial Disclosures and Preauthorized
Transfers
- Requirements under Regulation Z (Truth in Lending Act), specifically
Prohibited Acts or Practices and Certain Requirements for Credit
Secured by a Dwelling
- Requirements under Regulation X (Real Estate Settlement Procedures
Act), specifically Mortgage Servicing Transfers
- Requirements under Regulation V (Fair Credit Reporting Act),
specifically Reasonable Policies and Procedures Concerning the
Accuracy and Integrity Furnished Information
- Requirements under the Service member Civil Relief Act, specifically
Notification of Being Called for Active Duty
- Requirements under Flood Disaster Protection Act