Collections Representative (On-site)

Newrez LLC•Tempe, AZ

2d•Onsite

About The Position

A Specialty Collections Consultant is a collector who is responsible for collections on selected portfolios in order to maximize recovery and disposition loans to the appropriate work out strategy. The role involves receiving and reviewing loan information, contacting borrowers to cure delinquency, set up payment arrangements, and/or settle accounts. This includes using manual calls and an automated dialer, identifying and recommending optimal workout strategies, understanding manual dialing reports and legal/warning statuses, and corresponding with designated clients via email. The consultant will use the DA tool and client matrices for workout strategies, accurately notate RFD and conversations, utilize skip tracing tools, and increase borrower contact frequency using a scoring model. Additional duties include de-escalating calls, logging complaints, staying knowledgeable of FDCPA guidelines, updating contact preferences and language changes, assisting with borrower emails, reaching out regarding past due accounts, taxes, liens, and insurance, submitting tasks for account updates, providing escrow analysis reviews, answering consumer questions, documenting accounts, capturing complaints, and offering RPPs or deferments to cure delinquency. The role requires meeting monthly departmental goals and EVPH goals, providing one-call resolution, and checking deferments and repayment plans for accuracy before seeking approval. All essential functions must be performed on-site.

Requirements

High school diploma or equivalent, required.
0-2 years, loss mitigation, collections, or related mortgage-servicing experience.
Must pass written exam to determine comprehension of situations and proper writing style.
English fluency required.
Outstanding telephone and written communication skills.
Familiarity with Internet-based search techniques (including the use of skip-tracing solutions).
The ability to maintain professional conduct when dealing with people of any mood or personality type.
Familiarity with lending-related terminology and processes, especially related to mortgage delinquency.
Excellent reasoning and research skills; the ability to see the “big picture” and manage the details.
The ability to safeguard confidential customer and company information.
A solid work ethic, high integrity, a positive attitude, and strong attention to detail.
The ability to follow instructions but work with minimal direct supervision.
Excellent keyboarding skills.
Proficiency with Microsoft Windows-based computers and Microsoft Office software (Word, Excel, Outlook, PowerPoint, etc.).
The ability to remain stationary (mostly in a sitting position) for long periods of time.
Must be able to remain in a stationary position for long periods of time.
Must be able to effectively access/operate and interpret information on computer screens, documents, and reports.
Must be able to effectively communicate with all homeowners.
All employees are required to have smart phones that meet Company security standards with the ability to install apps such as Microsoft Authenticator.

Nice To Haves

Bachelor’s degree, preferred.
Spanish fluency a plus.

Responsibilities

Receive and review loan information.
Contact borrowers to cure delinquency, set up payment arrangements and/or settle accounts through the use of manual calls and an automated dialer.
Manual dialing specifically calling Active cells that do not reach the dialer as well as additional allowed attempts to landlines and permission granted cells.
Identify and recommend optimal workout strategies based on individual borrower.
Understand Current and 30 DPD rolls and how to read manual dialing reports.
Understand Legal/Warning statuses on manual dialing reports.
Work with designated clients taking inbounds and making outbounds for those clients only.
Effectively and efficiently corresponds via email with dedicated clients.
Use the DA tool and work with client matrices regarding workout strategies including deferments and repayment plans.
Effectively notate RFD and the entire conversation with the customer for the clients to view notes and make determinations on actions.
Utilize our skip tracing tools when confronted with an account that has no phone number.
Identify and recommend assistance strategies, as necessary.
Increase frequency of borrower contact by using scoring model.
De-escalating calls and logging complaints.
Updating contact preferences for homeowners when provided consent.
Updating the system with updated preferred language changes.
Assist in sending emails to borrowers which consists of pulling files, attaching documents, or mailing as well as follow-ups in regard to previous emails sent.
Reaching out to consumers regarding past due accounts, taxes, liens, and insurance.
Submit necessary tasks to have account updated in reference to the current issue on the account.
Give in-depth reviews of escrow analysis to ensure the consumer is aware or any changes made to the account.
Provide top notch care to our consumers by answering questions about the payments, taxes, insurance, etc.
Ensure that each account is accurately documented as well as capturing complaints when necessary.
Aid consumers to help cure the delinquency status by offering RPPs, or deferments if eligible.
Meet monthly departmental goals by maintaining 100 payments per month or the team average as well as meet EVPH goals by ensuring that promises are captured on each call.
Provide one call resolution.
Prior to seeking approval, check deferments and repayment plans for accuracy.
Ensure the correct clients' requests are submitted via the delegated authority tool.
Performs related duties as assigned by management.