Collection Counselor l - SPOC

Dovenmuehle Mortgage, Inc. • Lake Zurich, IL

7h • Hybrid

About The Position

Dovenmuehle Mortgage, Inc. (“Dovenmuehle”) is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide. The Collections Counselor I - SPOC serves as the point of contact for delinquent accounts for collections activities.

Requirements

• High School diploma or equivalent.
• Solid PC skills: Microsoft applications and loan servicing platforms.
• 1-2 years collection experience/customer service experience.
• Analytical and problem-solving skills and attention to detail.
• Effective communication skills with demonstrated ability to always interact in a positive and professional manner with all levels of both internal and external audiences.
• Ability to negotiate with others and demonstrate assertiveness and empathy when necessary to obtain favorable resolutions.
• Ability to understand and explain financial matters, details of modifications, and foreclosures in terms affected audiences understand.

Nice To Haves

• Knowledge of loan servicing software/systems.
• Collection experience.
• Call center experience.
• Bilingual in Spanish - must pass bilingual certification.

Responsibilities

• Answer high volume of inbound calls from and/or generate high volume of outbound calls to delinquent borrowers.
• Resolve delinquent accounts by demanding and collecting the full amount due, establish a solid plan with the borrower to bring the loan current, or proceed with hardship assistance as appropriate.
• Counsel borrowers on options for meeting their payment obligations, explain terms, and arrange repayment plans based on department procedures.
• Discuss financial status, review monthly income and expenses, and determine reason for non-payment.
• Offer Loss Mitigation assistance, and if appropriate, explain options and processes in detail.
• Demonstrate accurate knowledge and strict application of federal regulations and collection laws (FDCPA).
• Follow all company and department policies and procedures.
• Utilize proper protocols, for borrowers, clients, state, and federal regulations, as well as best practices.
• Maintain and document mortgage collection systems and databases with all activities and communications.
• Process mortgage loan payments in accordance with established guidelines.
• Consistently meet or exceed monthly goals.
• Successfully complete annual regulatory compliance training.
• Additional duties as assigned.

Benefits

• Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program and more.
• Employer paid Life Insurance, Short Term Disability, and Long-Term Disability.
• 401 (K) Plan with company match
• Paid Vacation, Sick, Personal and Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees