Early Stage Collections Specialist

Company Name:
Early Collections Specialist:
Our local call center is seeking Early Stage Specialists responsible for answering customer inquiries, investigating customer accounts to correct any necessary errors regarding customer mortgages and performing collection activity on past due mortgage loans using specific procedures in a professional, helpful and timely manner.
Essential Functions:
-Answer routine questions regarding a variety of account issues.
-Make outbound new customer calls as new loans board, utilizing available scripts and excellent customer service and collections skills
-Handle inbound and outbound calls to proactively collaborate with delinquent customers, third parties and attorneys.
-Understanding of government programs and GSE loan servicing requirements. Adhere to stated timelines and government or agency regulatory and servicing requirements.
-Document all customer contact in accordance with established procedures.
-Complete a root cause analysis during customer phone calls to determine their ability to pay.
-Analytical and critical thinking skills needed to dissect and resolve complex servicing related issues in a clear concise manner.
-Ability to understand how to communicate difficult/sensitive information tactfully.
-Ability to handle, resolve, defuse and escalate issues in a tactful manner.
-Meet call center performance metrics.
-Must be able to accept coaching and development feedback and use it to improve the delivery of the service provided.
-Assist in simplifying the customer experience and improve our delivery timelines.
Minimum Qualifications:
-High School Diploma/GED
-Minimum of 3 months of call center experience
-Minimum of 3 months mortgage servicing experience
-Working knowledge of personal computers using Microsoft Word, Access, Excel, PowerPoint, and Outlook.
-Willing to work off shift hours overtime, holidays and weekends as/if required by the business.
Helpful Qualifications:
-Bilingual Spanish Preferred
-Collections experience
-Knowledge of Lotus Notes
-This is a long-term temporary position with the possibility for permanent hire and advancement into management.

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