Mortgage Collector

Overview

Responsibilities

• Pursues communication with defaulted customers utilizing manual dialing to offer potential workout alternatives - Contacts delinquent customers to obtain payment commitments.
• Makes collection/demand calls with an account load defined by applicable capacity model.
• Analyze customer's situation and collateral risk to present alternative solutions including Forbearance Plans, Repayment Plans, Modifications, Assumptions, Pre-foreclosure / Short Sales, and Deed in Lieu
• Assist in identifying, negotiating and pursuing the appropriate loss mitigation option that best maximizes customer satisfaction and investor return.
• Review, negotiate and recommend action on requests for proposed foreclosure or repossession alternatives within the timeframes established by management.
• Identify, evaluate and resolve reasons for delinquency.
• Ability to explain all workout options within company / investor / insurer guidelines and know the requirements of each one.
• Skip tracing accounts for possible leads to find customers information to contact them.
• Quoting reinstatement amounts, payoffs, and setting up repayment plans within the system.
• Pursues resolution on referrals of non-delinquent customers who request alternatives to allow ownership retention.
• Ensures that all requested documentation has been requested and received from the customer.

Preferred Qualifications

• High School Diploma or equivalent required.
• Minimum two years collection, support or related customer service experience; Loss Mitigation experience is preferable but not required.
• Knowledge of basic mortgage default timelines / procedures (bankruptcy / escrow/ foreclosure).
• Knowledge of bank-owned, investor & insurer guidelines for the mortgage and consumer companies.
• Excellence in consulting and advising customers via telephone and written communication.
• Excellent customer service skills with both external and internal customers.
• Excellent communication, comprehension, listening and negotiation skills.
• Ability to meet deadlines and work independently with medium level of supervision.
• Ability to analyze and suggest resolution to problems.
• Familiarity with financial statements, tax returns, credit reports, home appraisals, title searches and other documents used to evaluate a pre-foreclosure remedy.