2nd Lien Collections Specialist (On-Site)

Newrez LLC•Tempe, AZ

7d•Onsite

About The Position

The 2nd Lien Recovery Consultant locates and contacts homeowners nationwide to collect charged-off unsecured and secured mortgage debt. The role negotiates repayment of defaulted mortgage debt, works to restore and maintain customer communication, and pursues delinquency cures and appropriate workout strategies while meeting performance standards and providing quality service. The position requires compliance with applicable state and federal guidelines, including FDCPA and CFPB requirements, as well as company policies and procedures. The specialist uses manual and automated calling strategies and available skip-tracing tools to reach borrowers, reviews financial documents to analyze and underwrite borrower income, and recommends feasible solutions. The role also involves maintaining a personal negotiating worklist, using the LMS and DA Tool and delegated authority tool, applying client matrices, responding to homeowner questions and escalations, and completing related duties assigned by management. This is an on-site role at an assigned office, in a cubicle hub where employees handle phone calls amid surrounding conversations. It involves prolonged stationary, sedentary work and repetitive computer and phone use. Employees must have a smartphone meeting company security standards and be able to install apps such as Microsoft Authenticator. Regular and punctual attendance is required, and schedules may occasionally be adjusted, including overtime, evening, or weekend hours as business needs demand.

Requirements

High school diploma or equivalent.
2–4 years of experience in collections and loss mitigation.
Familiarity with tracking databases and navigating the Internet.
Familiarity with loan terminology, rights, and processes.
Strong work ethic, high productivity, and acute attention to detail.
Strong numeric aptitude, problem-solving, and analytical skills.
Persuasive and professional communication skills, including effective verbal and written communication.
Ability to accurately convey information to others.
Ability to maintain focus on phone calls in a noisy cubicle environment.
Ability to perform prolonged sedentary work and repetitive computer and phone tasks.
Ability to communicate effectively in English and accurately exchange information after identifying the correct procedures.
Regular and punctual attendance in accordance with the schedule established by leadership.
Smartphone that meets company security standards and can install apps such as Microsoft Authenticator.

Responsibilities

Negotiate repayments on defaulted mortgage debt.
Re-establish and maintain communication with customers to minimize company loss.
Meet numeric servicing standards and goals while maintaining service quality and complying with state and federal guidelines, including FDCPA and CFPB requirements.
Contact borrowers to cure delinquency and set up payment arrangements.
Identify and recommend appropriate workout strategies.
Use skip-tracing tools to locate borrowers whose contact information is inaccurate.
Ensure calls and loss mitigation efforts comply with company policies and procedures.
Use manual and automated calling strategies to contact delinquent homeowners.
Address homeowner questions and concerns and provide complete responses to escalated files.
Review and maintain a personal negotiating worklist.
Use the LMS, DA Tool, delegated authority tool, and client matrices when assessing workout strategies.
Analyze and underwrite borrower income by reviewing financial documents, including financial statements, tax returns, and credit reports, to determine and recommend feasible solutions.
Work overtime as needed.
Perform related duties as assigned by management.