Collections Specialist

Selene Finance LP•Dallas, TX

1d•Onsite

About The Position

The primary point of contact for all borrowers who are not engaged in active Loss Mitigation Workout options but are more than one (1) payment past due. Works in a blended call center environment with an emphasis on collections and loss mitigation initiation when customers are unable to make their monthly mortgage payments. Schedule adherence and performance in service levels that include Average Speed of Answer, Abandonment rate and Handle time are monitored. There may be some investor interaction that will require associates to speak to or document his/her ability to influence favorable outcomes when right party contact is made.

Requirements

Excellent attention to detail.
Ability to multi-task and consistently meet multiple deadlines.
Strong verbal and written communication skills.
Ability to work in a team environment.
Strong collections orientation with customer service skills.
Ability to use good judgment.
High school diploma or general education degree (GED) required.
Two years' related experience and/or training required.
Working knowledge of and experience with Microsoft Office products (Word, Excel, and Outlook).

Nice To Haves

Associate's degree (A. A.) from two-year College preferred.
Call center or related mortgage experience with knowledge of Black Knight products and the various areas of default (e.g. Bankruptcy, Foreclosure, REO, etc.) is preferred.
Bi-lingual language is a plus.
Previous experience with Black Knight (MSP) preferred.

Responsibilities

Collection efforts to assigned portfolio, which also include light skip tracing activities, ensuring there are no dialer exclusions that need to be removed, and making manual outbound calls on loans that can’t be included within a team dialer campaign.
Inbound calls to perform collections and some customer service activities, while working in a blended call center environment.
Outbound calls for cash collection purposes and to initiate loss mitigation when cash collection is not possible.
Performs cursory financial analysis to determine the legitimacy and length of any perceived hardship the borrower is experiencing, which must be well documented.
Offers short term resolution options via repay and forbearance plans.
Provides information on all available assistance programs to borrowers experiencing financial hardships.
Sets up One Time Drafts payments, encourage ongoing ACH payments, and follow up on promise to pays, while maintaining confidentiality.
Adheres to all daily call and attendance schedules while continuing to meet investor requirements for each loan type.
Remains current on all Policy & Procedure and investor updates.
Meets monthly goals as established in the agent scorecard.