Customer Solutions Specialist - Collections M-F 8-5

Gateway First Bank • Jenks, OK

3d • Onsite

About The Position

The Mortgage Customer Solutions Specialist I helps customers with delinquent mortgage payments find solutions by building relationships, gathering financial information, collecting payments, and outlining clear next steps. The specialist serves as a single point of contact for an assigned group of borrowers and educates, informs, and follows up with them throughout the Loss Mitigation life cycle, including after modification. The position is based in Jenks, Oklahoma, and has a Monday–Friday, 8 a.m.–5 p.m. schedule. The work involves spending 85% of the time calling and responding to customers and handling sensitive confidential information. Occasional overtime and some travel may be required.

Requirements

• High school diploma.
• 0–2 years of related collections or Loss Mitigation experience.
• Basic knowledge of investor/insurer guidelines and federal regulations.
• Attention to detail, organization, problem-solving, and task-oriented skills.
• Proficiency in MS Office applications.
• Proficient written and oral communication skills.
• Ability to collect and analyze information with attention to detail.
• Ability to manage multiple tasks and computer programs.
• Ability to work in a team environment.
• Ability to work in a call center environment while managing personal and team performance metrics.
• Exemplify Gateway Values: Stay Growth Oriented, Make a Difference, “Get it Done” Attitude, Be a Team Player, and Do the Right Thing.

Nice To Haves

• Related experience in mortgage banking.

Responsibilities

• Apply the Fair Debt Collections Practices Act (FDCPA) in collection activities.
• Gather and review information about customers’ financial status and future payment prospects, and identify potential collection solutions for each loan.
• Calculate payment solutions consistent with borrowers’ financial capacity; maintain customer records and update account information.
• Build relationships and serve as the single point of contact for borrowers who are delinquent, facing imminent default, in a confirmed disaster area, or requesting loss mitigation options.
• Answer inbound calls and make outbound calls on assigned mortgage accounts to collect documentation and help borrowers with loss mitigation options, applications, and status updates.
• Communicate effectively so borrowers understand the consequences of failing loss mitigation programs.
• Monitor loans for up to six months after completion of a home retention program and contact, or ensure contact is made with, borrowers who appear to be struggling.
• Update the servicing system accurately and promptly to reflect file status.
• Remain alert to suspicious activity, money laundering, or fraud and report incidents to the BSA department.
• Perform job functions in compliance with company policies and applicable federal, state, and local laws and regulations, including BSA/AML, OFAC, and GLBA/privacy rules.
• Perform related responsibilities as required or assigned.

Benefits

• No copay on brand-name and generic medications.
• Company contribution to HSA.
• $600 annual wellness credit on premium.
• LegalShield and IDShield.
• Tuition reimbursement.
• Nationwide Pet Insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED