Collector (On-site)

Newrez•Tempe, AZ

4d•Onsite

About The Position

A Dedicated Servicing Consultant I is a collector responsible for collections on First Bank and GMFS portfolios to maximize recovery and disposition loans to the appropriate work out strategy. The role involves contacting borrowers to cure delinquency, set up payment arrangements, and settle accounts through manual calls and an automated dialer. This position requires understanding current and 30 DPD rolls, reading manual dialing reports, and understanding Legal/Warning statuses. The collector will work with designated clients, handle inbound and outbound calls exclusively for those clients, and correspond via email. They will use the DA tool and client matrices for workout strategies, including deferments and repayment plans, and accurately notate all interactions in the RFD system. Skip tracing tools will be used when account information is missing. The role also involves identifying and recommending assistance strategies, increasing borrower contact frequency using a scoring model, de-escalating calls, logging complaints, updating contact preferences and language, and assisting with sending borrower emails. Additionally, the collector will reach out to consumers regarding past due accounts, taxes, liens, and insurance, submit necessary tasks for account updates, provide in-depth reviews of escrow analysis, and ensure accurate account documentation. The goal is to aid consumers in curing delinquency by offering RPPs or deferments if eligible, meet monthly departmental goals for payments and EVPH, and provide one-call resolution. Accuracy checks on deferments and repayment plans are required before seeking approval, and client requests must be submitted correctly via the delegated authority tool. Related duties as assigned by management are also part of the role.

Requirements

High school diploma or equivalent, required.
Knowledgeable with FDCPA guidelines.
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.
1 year loss mitigation, collections, or related mortgage-servicing experience, preferred, but not required.
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 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.