Dedicated Servicing Consultant I

Dedicated Servicing Consultant I

Requirements

• High school diploma or equivalent, required.
• Bachelor’s degree, preferred.
• 1 year loss mitigation, collections, or related mortgage-servicing experience, preferred, but not required.

Responsibilities

• Receive and review loan information.
• Contact borrowers to cure delinquency, set up payment arrangements and/or settle accounts through the use of manual calls and an automated dialer.
• Manual dialing specifically calling Active cells that do not reach the dialer as well as additional allowed attempts to landlines and permission granted cells.
• Identify and recommend optimal workout strategies based on individual borrower.
• Understands Current and 30 DPD rolls and how to read manual dialing reports.
• Understands Legal/Warning statuses on manual dialing reports.
• Work with designated clients taking inbounds and making outbound calls for those clients only.
• Effectively and efficiently corresponds via email with dedicated clients.
• Use the DA tool and work with client matrices regarding workout strategies including deferments and repayment plans.
• Effectively notate RFD and the entire conversation with the customer for the clients to view notes and make determinations on actions.
• Utilize our skip tracing tools when confronted with an account that has no phone number.
• Identify and recommend assistance strategies, as necessary.
• Increase frequency of borrower contact by using scoring model.
• De-escalating calls and logging complaints.
• Updating contact preferences for homeowners when provided consent.
• Updating the system with updated preferred language changes.
• Assist in sending emails to borrowers which consists of pulling files, attaching documents, or mailing as well as follow-ups in regard to previous emails sent.
• Reaching out to consumers regarding past due accounts, taxes, liens, and insurance.
• Submit necessary tasks to have account updated in reference to the current issue on the account.
• Give in depth reviews of escrow analysis to ensure the consumer is aware or any changes made to the account.
• Provide top notch care to our consumers by answering questions about the payments, taxes, insurance, etc.,
• Ensure that each account is accurately documented as well as capturing complaints when necessary.
• Aid consumers to help cure the delinquency status by offering RPPs, or deferments if eligible.
• Meet monthly departmental goals by maintaining 100 payments per month or the team average as well as meet EVPH goals by ensuring that promises are captured on each call.
• Provide one call resolution.
• Prior to seeking approval, check deferments and repayment plans for accuracy. Ensure the correct clients’ requests are submitted via the delegated authority tool.
• Performs related duties as assigned by management.

Preferred Qualifications

• Knowledgeable with FDCPA guidelines.
• Spanish fluency a plus.
• Outstanding telephone and written communication skills.
• Familiarity with Internet-based search techniques (including the use of skip-tracing solutions).
• Familiarity with lending-related terminology and processes, especially related to mortgage delinquency.