Customer Resolution Specialist
Phoenix, AZ US
Job Description
Mortgage Collections Representative will have skills and techniques relative to the collection and loss mitigation of past-due residential mortgage loans, for the purpose of reducing delinquency. It is important to understand each borrower’s personal situation and make appropriate recommendations and arrangements to avoid future defaults, while educating the borrower on the process of a delinquent loan. All employees are expected to provide quality customer service and maintain high ethical standards when serving our clients.
Job Requirements
- Using MSP workstations, you will manage your time wisely working your individual queue of delinquent loans, with ageing ranging from Pre30 days past due through 120+ days past due.
- Negotiate payment arrangements, keeping our borrowers in their homes and keeping loans from turning into 30+ days past-due.
- Maintaining an open line of communication with the borrower(s) after payment is received, allowing for early intervention and preempting future delinquencies.
- Utilize all available skip tracing tools to locate borrower whose current contact information is inaccurate.
- Manage inbound and outbound calling queues via automated calling system.
Experience and Skills
- Minimum 2 years of experience in a call center collection/customer service/mortgage servicing operations position
- Excellent oral and written communication skills
- Microsoft Office proficiency (Word processing and spreadsheets, data entry, PC input, etc.)
- Familiarity with Investors’ and PMI practices
- Residential and consumer product knowledge
- Loan servicing knowledge (investor, escrow, payoff, cashiering, ARM, etc.)
- Strong negotiating skills
- Ability to work independently
- Goal oriented
- Knowledge of CHFA/FHA, GNMA, FNMA, FHLMC, MI, and various other investor/insurer loss mitigation requirements.