Early 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.
• Provides alternatives to borrowers who demonstrate the ability and or inability to pay, by educating them on repayment plans, loan modifications, short sales, Deed in Lieu of Foreclosure, and/or possible refinancing.
• Negotiate reasonable payment arrangements with borrowers, initiate and explain required documents to complete a borrower “Request for Mortgage Assistance” package in compliance with department policies and procedures.
• May function as the single point of contact for a borrower.
• May need to elevate borrowers to a licensed Loss Mitigation associate for specific workout details.
• Provides status on payments and payoff inquiries; reviews short sale requests; provides vendor information on Real Estate Owned (REO) properties; verifies payment history and new servicer contact information; processes payments.
• Assists with loan servicing website payments, denied access, password resets.
• Responds to escrow, loss draft and closing document inquiries.
• Provides status on a wide variety of servicing functions including payment/credit disputes, escrow refunds/shortage, loss draft, short sale, Deed in Lieu of Foreclosure, vendors for REO properties, modification/refinance requests, repayment plans, and additional mortgage activities.

• Knowledgeable of investor hierarchies for loss mitigation options.
• Knowledge of or ability to learn requirements of the Fair Debt Collection Practices Act.
• 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.
• Basic to Intermediate math skills (i.e., add, subtract, multiply, and divide and to record, balance, and check results for accuracy).
• Ability to understand basic collection issues and to collaborate and explore alternative solutions.
• Ability to apply state, federal and company requirements and make proper decisions.
• Ability to organize thoughts and ideas into understandable terminology.
• Negotiation skills that allow the Early Stage Collections Specialist to control the call and come to a proper resolution for both the company and the borrower.
• High school diploma or equivalent work experience.
• One (1) year collections experience in a customer service/call center environment and /or loan servicing experience.
• A minimum of one (1) year of experience in the Banking, Mortgage/Loan Servicing industries preferred.