Default Call Center Team Lead

Planet Home Lending•Irving, TX

About The Position

The primary purpose of the Default Call Center Team Lead is to provide support to the Mitigation and Loan Counseling teams, give optimum service to all investors as well as providing assistance to Mitigation/Loan Counseling Supervisor and Manager with all staff level duties. Coordinates with internal staff and customers as appropriate to negotiate and arrange resolution of defaulted loans. Utilizes creativity in determining and recommending alternative collection or loss mitigation methods such as modifications, short sales, deeds in lieu of foreclosure, reinstatements, in the most cost-effective manner. Provides assistance to the Mitigation/ Loan Counseling Team in relation to all aspects of mitigation and collection in conjunction with mitigation/loan counseling Supervisor and Manager. Provides assistance to Mitigation/Loan Counseling Supervisor and Manager with training/coaching/mentoring of existing and new employees as well as monitoring adherence to attendance and queue activity requirements. Responds to escalated calls/answers team and borrowers questions in a timely fashion. Remains diligent in encouraging team members to meet all internal goals and to monitor those goals to ensure they are met. Analyzes mortgagors for approval of default workouts such as repay plans, stipulations and modifications. Oversees short sale process and ensure timely completion of all submitted requests. Maintains required records for staff submitted repayment plans, forbearance plans, trial plans, modifications, short-sales, deeds in lieu of foreclosure, and reinstatements. Remains knowledgeable of foreclosure, modification, and collection laws and regulations of each state for the portfolio assigned. Performs miscellaneous duties as assigned.

Requirements

High School diploma or GED equivalent required
Minimum of 5 years experience in mortgage loss mitigation
Demonstrated strong leadership skills
Excellent written and verbal communication skills
Demonstrated strong interpersonal skills.
Ability to interact effectively with internal clients across departments and locations.
Current, strong working knowledge of mortgage loan workout options (i.e. loan modifications, short sales, deed-in-lieu and foreclosure)
Ability to solve problems with a sense of urgency by recognizing opportunities, understanding risk and acting quickly to overcome obstacles and reach a solution.
Knowledge of default management guidelines of mortgage investors including FHLMC, FHA, VA, and FHA.
Ability to organize, prioritize, and distribute workload for optimum efficiency
Ability to act and work independently with minimal supervision
Works well with others
Ability to provide objective, constructive feedback
Knowledge of MSP servicing system

Responsibilities

Coordinates with internal staff and customers as appropriate to negotiate and arrange resolution of defaulted loans.
Utilizes creativity in determining and recommending alternative collection or loss mitigation methods such as modifications, short sales, deeds in lieu of foreclosure, reinstatements, in the most cost-effective manner.
Provides assistance to the Mitigation/ Loan Counseling Team in relation to all aspects of mitigation and collection in conjunction with mitigation/loan counseling Supervisor and Manager.
Provides assistance to Mitigation/Loan Counseling Supervisor and Manager with training/coaching/mentoring of existing and new employees as well as monitoring adherence to attendance and queue activity requirements.
Responds to escalated calls/answers team and borrowers questions in a timely fashion.
Remains diligent in encouraging team members to meet all internal goals and to monitor those goals to ensure they are met.
Analyzes mortgagors for approval of default workouts such as repay plans, stipulations and modifications.
Oversees short sale process and ensure timely completion of all submitted requests.
Maintains required records for staff submitted repayment plans, forbearance plans, trial plans, modifications, short-sales, deeds in lieu of foreclosure, and reinstatements.
Remains knowledgeable of foreclosure, modification, and collection laws and regulations of each state for the portfolio assigned.
Performs miscellaneous duties as assigned.