Account Resolution Specialist

About the position

As an Account Resolution Specialist, you'll work in a fast-paced call center environment assisting clients who are struggling to make mortgage payments due to a hardship they are experiencing. You'll use your call skills and knowledge to lead your clients to protect their home from further delinquency or foreclosure. You'll act as the liaison between the client and internal teams including escrow, foreclosure, bankruptcy, cash, underwriting and other operations teams within servicing as necessary.

Responsibilities

• Perform financial interviews to understand client's hardships, reason for default and change of circumstances that may impact timely mortgage transactions
• Assist clients with a variety of options for foreclosure prevention
• Accurately accept and process payment transactions
• Provide education for clients on their mortgage, options and assistance
• Ensure compliance with all applicable Federal, State, and Local mortgage laws, regulations, investor and insurer requirements
• Act as the liaison between clients and internal teams within Servicing
• De-escalate clients by utilizing call skills such has actively listening, influencing and persuasion
• Collection of past due mortgage payment and assisting with repayment plan options
• Assist with payments for client in bankruptcy

Requirements

• Strong communication, client service and time management skills
• Ability to influence and persuade clients going through extreme financial hardships
• Ability to work well under pressure while meeting deadlines
• Ability to think critically through complex situations
• Attention to detail
• Strong de-escalation skills
• Competitive mindset
• Loss mitigation and/or collection experience

Benefits

• Health benefits
• Support for individual well-being
• Career growth opportunities
• Inclusive workplace