Bilingual Late 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 and conducts manual outbound calls.
• Provide alternatives to borrowers who demonstrate the ability and/or inability to pay, by offering loan modifications, short sales, Deed in Lieu of Foreclosure, and/or possible refinancing.
• Negotiate reasonable payment arrangements with borrowers, assembles and provides the required documents to complete a borrower 'Request for Mortgage Assistance' package in compliance with department policies and procedures.
• Functions as the single point of contact for a borrower.
• May need to escape borrowers to a licensed Loss Mitigation associate for specific workout details.
• Provide status on payments and payoff inquiries; review short sale requests; provide vendor information on Real Estate Owned (REO) properties; verify payment history and new servicer contact information; process payments.
• Assist with loan servicing website payments, denied access, password resets.
• Respond to escrow, loss draft and closing document inquiries.
• Provide status on a wide variety of loan servicing functions including loss draft, short sale, Deed in Lieu of Foreclosure, modification/refinance requests, payment/credit disputes, escrow refunds, vendors for REO properties, repayment plans, and down payments on foreclosure pending mortgages.
• Perform other duties as assigned.

• High school diploma or equivalent work experience.
• Two (2) years of collections, loss mitigation, or single point of contact experience in a call center environment.
• A minimum of two (2) years' experience in the Banking, Mortgage/Loan Servicing industries.
• Strong knowledge of Fair Debt Collection Practices Act.
• Strong 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.
• Negotiation skills that allows the Late Stage Collections Specialist to control the call and come to a proper resolution for both the company and the borrower.
• Proficient higher level math skills needed to calculate and communicate borrower payments.
• Ability to understand moderately complex collection issues and to collaborate and explore alternative solutions.

• Collections Experience
• Loan Modification
• Payment Arrangement Negotiation
• Higher Level Math Skills
• Financial Information Evaluation

• Courteous Communication
• Problem-Solving