Collections Lead

Guild Mortgage•,

9d•$24 - $33•Onsite

About The Position

The Collections Lead 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 moderate supervision, for working with homeowners to determine the best possible method to address early defaults using a variety of collections and workout solutions. He or she contacts borrowers to assess their current financial situation, assess issues, and identify workout options. This role is also responsible for providing functional direction to Collections Agents.

Requirements

High School Diploma or equivalent, required.
Minimum three years total work experience in consumer relations/customer service positions in a high volume call center. Prior experience in loan counseling or related loss mitigation position required.
Excellent interpersonal communication skills required.
Working knowledge of conventional mortgage loans, including overall processes and inter-relationships.
Working knowledge of regulatory requirements related to federal and state debt collection laws, Federal Bankruptcy and credit Laws.
Ability to work in a sometimes emotionally demanding role that requires patience, professionalism and sensitivity while interacting with consumers experiencing financial and emotional stress.
Highly organized and detail oriented; ability to work in a fast-paced, metrics-driven environment required.
Intermediate math skills required.
Proficiency with basic internet searches, data entry, Microsoft Word, Excel and Outlook required.
Familiarity with document retention software; Blitzdoc preferred.
10-key by touch strongly preferred.
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.
Work is primarily sedentary; mobility in an office setting.
Frequent use of computer keyboard and mouse.
Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation.
Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
Office environment – moderate noise, no substantial exposure to adverse environmental conditions.
Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow.
This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities.
Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner.
Work is primarily performed during the business week, Monday - Friday.

Nice To Haves

Blitzdoc preferred.
10-key by touch strongly preferred.

Responsibilities

Assess reason(s) for delinquency and evaluate homeowner’s finances in order to recommend optimal workout solutions.
Obtain documentation to ensure workout solution matches criteria for hardship and financial capability in accordance with investor and insurer 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.
Seek coaching and feedback obtained from live and taped call monitoring activities to increase effectiveness.
Escalate calls as needed and when requested.
Demonstrate patience and professionalism when interacting with consumers via phone, email, or letter.
Participate in training and adapt to changes in industry regulations and processes.
Coordinate pulling previous and current day data phone reports.
Update spreadsheets pertaining to phone reports; print spreadsheets and email data to staff.
Track all requested foreclosure fee requests, via Excel, provide quote in TDA8 notes.
Perform daily follow up with Foreclosure Tech, as necessary.
Update system when foreclosure fees are received.
Alert agent requesting fees to make outbound call to h/o to provide information.
Provide 401K letters to homeowners needing to request a distribution or loan from their retirement plan.
Provide liaison support with outside departments, requesting outbound calls to customers for information/assistance (inter-department requests).
Assist in the operation/monitor of the Cameo dialer.
Support management in the training of staff, as well as coach existing staff on floor.
Perform initial training of new hires.
Assist Supervisor with Coaching and Development of Team members.
Assist in managing Department Abandonment rate.
First point of contact for team questions.
Attends department management meetings and provides input to improve department processes.
Supports Supervisor and Manager department decisions.
Takes personal accountability to ensure/reflect cohesiveness and togetherness of the management team in front of department staff.
Perform other duties, as assigned.