Collections Agent

Guild Mortgage

1d•$20 - $23

About The Position

The Collections Agent plays an important role in the organization by performing a variety of activities directly related to the company’s loan counseling functions. The role is primarily responsible, under direct to moderate supervision, to assist homeowners through inbound and outbound calls in a high-volume call center environment to determine the best possible method to address early defaults using a variety of collections and workout solutions. The primary objective of this role is to collect payments or aid homeowners experiencing a financial hardship.

Requirements

High School Diploma or equivalent, required. College courses related to Finance and Accounting strongly preferred.
Minimum two years' experience total in consumer relations/customer service/collections positions in a high-volume call center.
A dedicated workspace with reliable high speed internet connection.
Highly organized and detail oriented; ability to work in a fast-paced, metrics-driven environment required.
Excellent interpersonal communication and problem-solving skills required.
Ability to work in a sometimes emotionally demanding role that requires patience, professionalism and sensitivity while interacting with consumers experiencing financial and emotional stress.
Ability to work weekends and overtime, as needed.
General computer proficiency required.
Ability to multi-task strongly recommended.
Excellent verbal and written communication skills required.
Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
Commitment to company values.
Customer Service - Proactive attention to each person.
Integrity - Do and say what's right.
Respect - Treat others with dignity.
Collaboration - Listen and work together.
Learning - Seek knowledge and strive for improvement.
Excellence – Deliver the unexpected.

Nice To Haves

College courses related to Finance and Accounting strongly preferred.
Ability to multi-task strongly recommended.

Responsibilities

Collect payments to reduce overall portfolio delinquency according to investor, state and federal guidelines.
Participate in outbound dialer campaigns and comply with agreed upon telephone standards, investor rules and regulations, compliance criteria, internal policies and guidelines, and best practices.
Provide outstanding customer service and demonstrate ability to de-escalate as required.
Demonstrate patience and professionalism when interacting with consumers via phone, email, or letter.
Assess reason(s) for delinquency in order to provide shortest path to a performing loan by obtaining the required knowledge to discuss workout options.
Participate in initial and ongoing training and adapt to changes in industry regulations and processes.
Perform other duties as assigned.