Default Loan Counselor I
About The Position
The Default Loan Counselor plays a crucial role in proactively managing and resolving early-stage delinquent loans. This role involves direct interaction with borrowers to understand their financial situation, apply effective collection strategies, and explore available foreclosure alternative programs. The Default Loan Counselor will leverage investor, state, and company-specific programs to develop and implement sustainable solutions, ultimately minimizing losses and guiding borrowers towards a permanent resolution of their delinquency.
Requirements
- Entry-level position, offering a great learning opportunity for those with or without prior work experience.
- Negotiation: Basic proficiency in negotiation techniques to achieve mutually beneficial outcomes.
- Customer Service: Demonstrated ability to provide effective and customer-focused service.
- Time Management: Ability to prioritize tasks and manage time efficiently.
- Default Servicing & Regulatory Awareness: Ability to learn and understand default servicing concepts and relevant regulations, including CFPB and FDCPA
- Education & Information Delivery: Capacity to effectively communicate information and educate others.
- Communication Skills: Strong foundational verbal and written communication abilities.
- Computer Literacy: Fundamental understanding and ability to navigate computer systems and software.
Responsibilities
- Communicate with customers through inbound queues and outbound campaigns to address early-stage loan defaults. Build rapport, determine the reason for delinquency, evaluate repayment capacity and secure payments
- Proactively manage and address first payment defaults, implementing appropriate collection and loss mitigation strategies
- Accurately update customer financial records to enable the processing of foreclosure alternative programs. Provide clear and concise updates to customers regarding program outcomes and guide them through the recommended next steps
- Assist in cross department call overflow and addressing customer inquiries
- Provide comprehensive service, resolution, and detailed documentation for escalated customer issues
- Proactively manage and track self-initiated follow-ups to ensure timely resolution
- Perform additional related duties as assigned
- Consistently uphold and promote the organization's desired culture and values through professional conduct
- Proactively ensure compliance with all relevant regulatory requirements and legal guidelines
Benefits
- Comprehensive Medical, Dental, and Vision
- Paid Time Off Programs including vacation, holidays, illness, and parental leave
- Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
- Retirement benefits, life insurance, 401k match, and tuition reimbursement
- Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Credit Intermediation and Related Activities
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
