SPOC Phone Agent l

Dovenmuehle Mortgage, Inc. • Lake Zurich, IL

21d • Remote

About The Position

The objective of the Loss Mitigation Department is to assist borrowers to avoid foreclosure and mitigate the losses of non-performing assets by offering retention or liquidation options based on each borrower’s unique circumstances.

Provide a single point of contact to specific customers who are having difficulty making payments; help the customer apply for payment relief programs, and help the customer understand and consider other alternatives to foreclosure. When a mortgage customer, who is or might become delinquent, calls, or is referred for assistance, the SPOC Agent will “own the contact” with the customer from the point of referral through to resolution. Resolution may include return to current payment status, short-term payment plan, loan modification, short sale, deed-in-lieu, or foreclosure. Duties include informing the customer of all options and programs, assisting in gathering all necessary information from customers, advising customer of eligibility for programs and decisions on payment relief requests, and helping customer consider other alternatives to foreclosure if payment relief is not approved.

Requirements

• High School Diploma or equivalent required.
• MUST be able to operate in a WINDOWS environment, MS Word and Excel preferred.
• Excellent customer service skills (written and verbal).
• Ability to collaborate with various constituents.
• Strong influencing skills.
• Must be able to work in a fast pace, high volume area.
• Excellent organizational and time management skills

Nice To Haves

• Minimum of one (1) year of experience in loss mitigation, foreclosure or other default related experience preferred.
• Minimum of one (1) year of experience in a call center environment preferred.

Responsibilities

• Act as single point of contact for specific borrowers, while managing them through and/or out of the default process; display a professional, empathetic, customer centric demeanor during all member contact.
• Retain complete accountability for borrower’s requests relative to delinquency process; update all default workstations; ensure all activity is properly notated and documented in appropriate system.
• Engage in loss mitigation discussions and develop workout hierarchy with borrowers when appropriate; determine available solutions in accordance with client guidelines.
• Utilize proper listening and negotiation skills to maintain delinquent loans through repayment agreements, as deemed appropriate by DMI, investors and clients.
• Service delinquent mortgage loan accounts in accordance with client, investor and insurer, regulatory, federal, state, and local guidelines; demonstrate adherence to Fair Debt Collection Practices Act (FDCPA) guidelines.
• Perform in accordance with expectations as set forth in the department’s policies and procedures.
• Ensure that all verbal and written communication to borrowers and authorized third parties is in a manner that is simple to understand, empathetic to the borrowers’ financial situation, professional, and represents a strong breadth of knowledge.
• Comply with all state and federal laws and DMI’s Legal and Information Protection requirements.
• Collaborate with various support departments and sub-departments within servicing to identify needs, propose innovative solutions and deliver results while meeting deadlines in a professional manner.
• Escalate issues timely to applicable channels.
• Attend meetings and participate in projects.
• Successfully complete mandatory training requirements and department specific training, as defined by management.
• Successfully complete annual regulatory compliance training.
• Performs other related duties as assigned.

Benefits

• Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program and more.
• Employer paid Life Insurance, Short Term Disability, and Long-Term Disability.
• 401 (K) Plan with company match
• Paid Vacation, Sick, Personal and Holidays

What This Job Offers

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