Customer Solutions Specialist - Collections M-F 8-5

Gateway First Bank • Jenks, OK

4d • Onsite

About The Position

The Mortgage Customer Solutions Specialist I helps customers with delinquent mortgage payments by building relationships, gathering financial information, collecting payments, and identifying clear steps toward solutions. The specialist serves as the 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 role involves frequent customer contact by phone in a call center environment and handling sensitive, confidential information.

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 with 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.
• Demonstrate the 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

• Follow the Fair Debt Collections Practices Act (FDCPA) when conducting collection activities.
• Gather and review information about customers’ financial status and prospects for future payments, and identify potential collection solutions for each loan.
• Calculate payment solutions in line with the mortgagor’s 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, assist borrowers with Loss Mitigation options, explain how to apply, and provide 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 make or ensure contact when a borrower appears to be struggling.
• Update the servicing system to accurately and promptly reflect file status.
• Watch for 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

• Zero 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