Customer Ally (Bilingual Preferred)

Servbank, sb Inc.•Phoenix, AZ

1d•$19 - $20•Onsite

About The Position

This Mortgage Single Point of Contact SPOC role provides advanced skills and techniques relative to customer service, collections and loss mitigation of residential mortgage loans. The role requires full understanding and compliance with all state and federal regulatory collection and loss mitigation requirements. The representative will embody the company's mission and core values by providing exceptional customer service and representing the company professionally and enthusiastically. Responsibilities span all stages of an account, from On Time Payments and Early Payment Default to Late Stage Collections and Loss Mitigation, including Retention and Liquidation. The position demands adherence to internal policies, procedures, and all state and federal regulations. A key aspect of the role is understanding each borrower’s personal situation, making appropriate recommendations to prevent future defaults, and educating borrowers on the delinquency process. All employees are expected to deliver quality customer service and maintain high ethical standards.

Requirements

Competent use of Collections and Loss Mitigation tools and techniques
Excellent oral and written communication skills
Microsoft Office proficiency (Word processing and spreadsheets, data entry, PC input, etc.)
Familiarity with Investors’ and PMI practices
Residential and consumer product knowledge
Effective negotiating skills
Goal oriented
Collaborative and influential
Ability to multi-task in a fast-paced environment
Excellent organizational and time management skills
Must be able to work independently

Nice To Haves

1 year of recent (within 3 years) Collections/Loss Mitigation Experience preferred
Loan servicing knowledge a plus (investor, escrow, payoff, cashiering, ARM, etc.)
Predictive Dialer experience preferred
Knowledge of CHFA/FHA, GNMA, FNMA, FHLMC, and various other investor loss mitigation
Experience in a Loss Mitigation Mortgage Servicing environment.

Responsibilities

Proactively communicates with customers and authorized third parties to ensure understanding of all potential outcomes at each step of the process (e.g., point of entry into loss mitigation, point of denial of loss mitigation, point of workout offer, point of foreclosure sale).
Responds to borrowers’ questions utilizing available resources (e.g., account information, modification and/or foreclosure specialists, etc.).
Follows default services policies and procedures outlined by Servbank.
Contacts borrowers with delinquent mortgages, using all attempts to cure the delinquent accounts using loss mitigation or other work-out options.
Negotiates payment arrangements, aiming to keep borrowers in their homes and prevent loans from advancing through the delinquency cycle.
Maintains an open line of communication with the borrower(s) after payment is received, allowing for early intervention and preempting future delinquencies.
Maintains and documents MSP Workstations.
Collects and reviews borrower’s financial and hardship documents to determine best workout options based on their unique situation.
Maintains thorough working knowledge of all loss mitigation offerings for all investors and insurers, as well as state and federal guideline updates.
Ensures all verbal and written communication with the borrower and authorized third parties is simple to understand, empathetic, professional, and demonstrates a strong breadth of knowledge.
Complies with all state and federal laws.
Collaborates with various support departments within servicing to identify needs, propose innovative solutions, and deliver results while meeting deadlines professionally.
Answers incoming calls from homeowners whose mortgage payments are delinquent and counsels them accordingly, with the primary focus on bringing the account current.
Makes outbound predictive dialer calls to delinquent borrowers as scheduled.
Achieves delinquency resolution through payment, repayment plans, loss mitigation solicitation, and financial interviews as required.
Escalates issues timely to applicable channels.
Performs other duties as assigned by Supervisor or other Management staff.