Responsible for detailed activities associated with collections and loss mitigation. Interact with customers to accurately and timely resolve customer issues regarding all aspects of delinquent government and conventional mortgage loans including: complex inquiries, account updates, customer complaints, document generation, research request generation, follow-up and escalation of issues as necessary. Will be required to meet specific quality and volume requirements for specified activities. Essential Job Functions
· Generate outbound calls with delinquent borrowers who are considered high-risk or with associated third parties. Provide information on status, transaction, or account activity; research disputed items and other inquiries; resolve delinquencies and negotiate an equitable payment arrangement; evaluate and select appropriate workout remedies for conforming loans and refer non-conforming loans to Loss Mitigation. · Resolve calls at the first point of contact when responding to incoming phone calls regarding customer service aspects of mortgage loans. Respond to subset of customer inquiries where loans are in Ch. VII Bankruptcy or foreclosure · Respond to escalated issues when necessary · All employees are accountable for compliance with all laws and regulations when performing their job duties. Each employee is expected to be familiar with the legal and regulatory requirements affecting his or her job responsibilities. It is the affirmative duty of each employee to carry out these responsibilities at all times in a manner that complies with all applicable legal and regulatory requirements. Employees must participate in required training on pertinent compliance laws and regulations as required.
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