Home Preservation Center Specialist I

Truist Bank•Richmond, VA

57d

About The Position

Operate as the single point of contact for all “pre through” post foreclosure activities related to home retention and disposition actions. This is accomplished by using customer service, collections, and loss mitigation skills. Essential Duties and Responsibilities Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time. Provide excellent customer service to clients, internal and external business partners, and vendors, both over the phone and in writing, following the Perfect Client Experience model. Minimize risk through consistent and accurate application of Bank, investor, insurer and regulatory guidelines in relation to default processes. Provide guidance and direction to assist clients in completing their Mortgage Assistance Application. Notify and educate clients of all Investor /Insurer programs available while informing of the decision process. Complete loan research and notations of the servicing file in Mortgage Servicing Platform (MSP) and auxiliary systems. Monitor and perform frequent follow-up with clients to ensure the best execution of the appropriate workout. Track, resolve and ensure appropriate handling of client complaints by properly logging them in the appropriate system, notating a detailed explanation of the issue and resolution, and correctly routing for reporting purposes. Enhance personal and professional growth through completion of mandatory training courses within the given timeframe, as well as voluntary training and education related to job function or areas of interest. Hours are Mon-Fri 11am-8pm, with rotational Saturday's 9am-1pm

Requirements

High school diploma or equivalent education
Strong analytical and organizational skills with great attention to detail
Ability to grasp concepts quickly
Flexibility to adapt to frequently changing processes and procedures
Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
Understanding of Call Center telephony and technology

Nice To Haves

Previous Mortgage Single Point of Contact Experience
Two years of related experience
Experience in mortgage, banking, financial risk, audit or compliance
Knowledge of basic collection, mortgage servicing and default servicing concepts

Responsibilities

Provide excellent customer service to clients, internal and external business partners, and vendors, both over the phone and in writing, following the Perfect Client Experience model.
Minimize risk through consistent and accurate application of Bank, investor, insurer and regulatory guidelines in relation to default processes.
Provide guidance and direction to assist clients in completing their Mortgage Assistance Application.
Notify and educate clients of all Investor /Insurer programs available while informing of the decision process.
Complete loan research and notations of the servicing file in Mortgage Servicing Platform (MSP) and auxiliary systems.
Monitor and perform frequent follow-up with clients to ensure the best execution of the appropriate workout.
Track, resolve and ensure appropriate handling of client complaints by properly logging them in the appropriate system, notating a detailed explanation of the issue and resolution, and correctly routing for reporting purposes.
Enhance personal and professional growth through completion of mandatory training courses within the given timeframe, as well as voluntary training and education related to job function or areas of interest.

Benefits

Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.
Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.
Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

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