Early Intervention Specialist I

MEMBER FIRST MORTGAGE LLC•Kentwood, MI

34d•Remote

About The Position

The primary duty of this role is to serve as the single point of contact for past due borrowers, engaging in outreach and early intervention for delinquent accounts. This position requires a strong understanding of collections processes, customer service, and relevant legal requirements.

Requirements

One year to three years of similar or related experience.
A high school education or GED.
Courtesy, customer service, and tact are essential elements of the job.
Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
Strong customer service skills.
Problem solving and analysis skills.
Ability to communicate clearly and effectively, both verbally and in writing.
Solid time management skills to organize, prioritize, and meet required deadlines.
Ability to work independently.
Attention to detail.
Proficient in Microsoft Excel, Outlook and general PC applications.
Regularly required to sit, stand and walk.
Occasionally lift and/or move up to 10 pounds.
Frequently required to spend extended hours in front of a computer screen.
Use hand to finger.
Speak and listen carefully on the telephone.

Responsibilities

Monitor delinquent mortgage accounts up to 120 days.
Actively work to bring delinquent mortgage accounts current at the 15, 30, 60, and 90 day levels.
Make outbound collections calls in a professional manner.
Prepare and send out appropriate written notices as needed.
Answer incoming borrower telephone communications and respond to delinquent borrower written communications.
Research borrower information to determine valid contact information.
Analyze the financial situation of delinquent borrowers and determine/evaluate reasons for delinquency.
Discuss payment options, including available government programs.
Refer and escalate cases as necessary for further review.
Update system coding and notes accordingly to monitor and report the status of collection efforts.
Follow federal and state laws concerning handling debt collection, meet legal requirements, and follow internal policies.
Inform management of trends in loan underwriting contributing to delinquent/charged-off loans.
Willing and able to work some evening and weekend shifts.
Perform other job-related duties as assigned.