Mortgage Servicing Professional (MSP), Collections - 1/6/25 - 12374-4761

Cenlar • Tempe, AZ

396d

About The Position

The Mortgage Servicing Professional (MSP), Collections is responsible for managing early-stage mortgage collections calls in a blended auto-dialer environment. This role requires excellent communication and problem-resolution skills to handle inquiries, process payments, and negotiate repayment plans for delinquent loans. The position emphasizes customer satisfaction and retention while adhering to compliance and operational standards.

Requirements

• 6 weeks onsite training required
• Must be able to work hybrid schedule
• High school degree or GED required
• Bachelor's degree preferred and/or combination of higher level education and relevant experience is a plus
• Minimum of 3+ years of experience in the mortgage servicing industry and/or collections call center environment
• Loan servicing knowledge
• Meet performance metric requirements for a minimum of 12 months (including tasks)
• Successful completion of leadership courses
• Strong work ethic including strict adherence to work schedule times and deadlines
• Flexibility and ability to adapt to change quickly
• Ability to work with all levels of management
• Strong interpersonal relationship skills
• Strong written and verbal communication skills
• Excellent listening skills
• Strong problem resolution skills
• Must be able to work nights and weekends; variable schedule(s) as necessary

Responsibilities

• Handles all levels of mortgage collections inquiries processing payments, setting up repayment plans, and delinquency negotiation for curing the delinquency
• Responsible for managing delinquent loans in the 5-44 day delinquency range
• Ability to handle complex collections inquiries
• Researches and resolves customer inquiries and Level 1 complaints via the phone, with a focus on providing first call resolution
• Monitors the status of delinquent accounts
• Initiates collection actions by notifying account holders and cosigners of delinquent status
• Ability to work in a fast paced, structured environment adhering to key performance metrics with high emphasis on quality and productivity
• Promotes products and services with focus on customer satisfaction and retention
• Responsible for working to meet individual, team, and departmental goals for service level and client satisfaction
• Collaborates with internal resources to provide solutions to customers
• Serves as a mentor to new hires
• Responsible for identifying process improvements in daily duties
• Completes other duties and projects as assigned by the supervisor/manager
• Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk.

What This Job Offers

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