Collections - PHX - MSP, Collections Sr.

Cenlar FSB•Tempe, AZ

20h•Hybrid

About The Position

The Mortgage Servicing Professional (MSP), Collections Sr. is responsible for handling mortgage servicing of early-stage collections calls (<45 days past due) in a blended auto-dialer environment (inbound and outbound), efficiently, professionally and in a courteous, friendly manner. These positions are responsible for executing excellent listening, problem resolution and communication skills (verbal/written).

Requirements

High school degree or GED required
Minimum of 3+ years of experience in the mortgage servicing industry and/or collections call center environment
Loan servicing knowledge
Meet performance metric requirements for a minimum of 12 months (including tasks)
Successful completion of leadership courses
Strong work ethic including strict adherence to work schedule times and deadlines
Flexibility and ability to adapt to change quickly
Ability to work with all levels of management
Strong interpersonal relationship skills
Strong written and verbal communication skills
Excellent listening skills
Strong problem resolution skills
Must be able to work nights and weekends; variable schedule(s) as necessary
Requirements under Telephone Consumer Protection Act, specifically Exemptions and Other Provisions
Requirements under FDCPA Fair Debt and Collections Practices Act
Requirements under Regulation E (Electronic Funds Transfer Act), specifically, Coverage, Initial Disclosures and Preauthorized Transfers
Requirements under Regulation Z (Truth in Lending Act), specifically Prohibited Acts or Practices and Certain Requirements for Credit Secured by a Dwelling
Requirements under Regulation X (Real Estate Settlement Procedures Act), specifically Mortgage Servicing Transfers
Requirements under Regulation V (Fair Credit Reporting Act), specifically Reasonable Policies and Procedures Concerning the Accuracy and Integrity Furnished Information
Requirements under the Service member Civil Relief Act, specifically Notification of Being Called for Active Duty

Nice To Haves

Bachelor’s degree preferred and/or combination of higher level education and relevant experience is a plus

Responsibilities

Handles all levels of mortgage collections inquiries processing payments, setting up repayment plans, and delinquency negotiation for curing the delinquency)
Responsible for managing delinquent loans in the 5-44 day delinquency range.
Ability to handle complex collections inquiries
Researches and resolves customer inquiries and Level 1 complaints via the phone, with a focus on providing first call resolution
Monitors the status of delinquent accounts
Initiates collection actions by notifying account holders and cosigners of delinquent status
Ability to work in a fast paced, structured environment adhering to key performance metrics with high emphasis on quality and productivity
Promotes products and services with focus on customer satisfaction and retention
Responsible for working to meet individual, team, and departmental goals for service level and client satisfaction
Collaborates with internal resources to provide solutions to customers
Serves as a mentor to new hires
Responsible for identifying process improvements in daily duties
Completes other duties and projects as assigned by the supervisor/manager
Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar’s reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.