Home Retention Representative I

Pennsylvania Housing Finance Agency•Harrisburg, PA

13d•Onsite

About The Position

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. The Pennsylvania Housing Finance Agency offers affordable homeownership and rental apartment choices to support people with special housing needs, low- and moderate-income families, and older adults.

Requirements

Applies basic skills while developing some specialized skills in procedures, operations, techniques, tools, materials, and/or equipment appropriate to area of specialization; performs routine and/or repetitive tasks; limited decision making required; generally works under close supervision; work is performed from within specific limits of established procedures and/or defined instructions.
Relevant professional experience (1-3 years)
Spanish Experience
Relevant professional experience (1-3 years)

Nice To Haves

Bilingual (Spanish) preferred

Responsibilities

Maintain an auto queue of Non-FHA and FHA accounts that are 15-60 days delinquent; make outgoing calls and take incoming calls through a designated phone queue with a minimum requirement of 160 calls per day.
Notate servicing system of all activity on each account
Update borrower information in the servicing system as applicable
Send letters and emails encouraging the borrower to contact PHFA
Monitor the collection voicemail box. Return voicemail calls to borrower in a timely manner
Work the NSF (non-sufficient funds) queue
Research designated websites for a current phone number or address for a borrower as needed
Must be able to talk, listen and speak clearly on telephone
Must work one (1) evening per week (Monday through Thursday - work hours that day are from 10:30am-7 pm
Must be organized and able to multi-task
Ability to perform a high volume of work daily
Must be able to work under pressure and meet deadlines
Must have a team mentality
Ability to work independently