Default Servicing Specialist Senior - SPOC

First Horizon Corp.•Knoxville, TN

64d•Onsite

About The Position

At First Horizon Bank Operations, we are on a mission to deliver a seamless customer experience. We are passionate about doing things right and doing the right things. We collaborate with each other and with our internal business partners to delight our customers. We believe in creating an environment where everyone's ideas are valued so that the team operates at its best. Our team members serve with humility and a deep commitment to their responsibility to be the best at serving their customers one opportunity at a time. Position Overview: The Single Point of Contact (SPOC) Default Servicing Specialist role is responsible for providing delinquent or imminent default real estate borrowers with a direct point of contact that will assist them through the loss mitigation servicing process when considering home retention or non-retention options. In addition, customers in default or imminent danger of default (not limited to real estate products), contact SPOC for assistance in assessing, resolving and executing appropriate workout solutions. We are seeking a dedicated, disciplined individual who excels in a team environment, who takes ownership and who is enthusiastic about a job well done.

Requirements

Customer centric focus
Ability to analyze and make decisions for complex borrower requests
Knowledge of consumer banking, mortgage loans, credit bureaus, real estate, and income calculations
Ability to work under pressure and meet deadlines
Ability to evaluate situations and make appropriate business decisions
Ability to manage multiple and/or conflicting responsibilities
Ability to work well with others and build rapport in business situations
Ability to promote the appropriate company image and maintain a professional attitude
Ability to work independently and without direct supervision
Ability to work in contact center environment, to include wearing a headset
Excellent computer skills with strong knowledge of email and Microsoft Office
Strong verbal and written communication skills
Exceptional organizational and time management skills
Problem solving skills
Attention to detail and ability to identify potential issues
College graduate preferred or equivalent experience in related field.
1-2 years of experience in banking, consumer lending operations, or customer service.
This position requires compliance with the S.A.F.E. Mortgage Licensing Act of 2008 and all related regulations.
Ongoing employment is contingent upon meeting all such requirements.
Basic keyboarding or other repetitive motions
Lifting/pushing objects
Must be able to talk, listen and speak clearly on telephone
Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.

Nice To Haves

Helpful to have default servicing, collections, loss mitigation experience with understanding of modifications, FDCPA, UDAAP, FFIEC regulatory guidance.

Responsibilities

Models high level of sincere empathy and sensitivity with customers when communicating difficult, and oftentimes, life-impacting solutions.
Cross-collaborates with inter-department teams and other business lines, exhibiting outstanding customer service, communication skills, researching, resolving issues, and maintaining a sense of urgency to keep customer requests within regulations.
Reviews all information the borrower has provided in connection with a loss mitigation application for submission to underwriting including, but not limited to, income and credit, in addition to entry into the application system.
Fosters a positive team and working environment.
Communicates effectively with a diverse population of borrowers.
Handles all situations in a professional, ethical manner.
Escalates special situations or problems, as necessary.
Consistently meets quality control and data integrity standards utilizing required systems.
Empowered to make decisions within his or her level of authority for determining when a complete package, missing documents, or post-approval stipulations have been received.
Responsible for contacting and providing the borrower with accurate information pertaining, but not limited, to the following:
Loss mitigation options available to the borrower.
Collection of sensitive borrower income documentation for application entry to include, but not limited to, tax returns and paycheck stubs.
Actions the borrower must take to be evaluated for loss mitigation options, including requirements to submit a complete loss mitigation application.
Applicable loss mitigation deadlines for returning documentation required to decision a borrower's mortgage loan application for a workout/modification program.
The status of any loss mitigation application that the borrower has submitted.
Actions the borrower must take to appeal the modification denial, when applicable.
The circumstances under which the borrower may be referred to foreclosure.
Assist borrower with making payments (negotiates/facilitates sense of urgency) when monies are owed, up to and including asking for delinquent payments, taking check by phone payments, and setting up payment arrangements (including follow-up on loan repayment agreements).
Assistance/guidance to borrowers with the completion of any/all documents in the workout package, when applicable.
Other duties as assigned.
Being available to take incoming and make outgoing calls to/from borrowers regarding their requests for:
Customer assistance, which may or may not pertain to hardship assistance
Modification package information
Documentation being requested and/or sent with sense of urgency timeline
How to complete the package documents by walking the customer through requirements and needs
Providing a current status of where we are in the process (modification, short/long term assistance)
Making payments by taking check by phone payments