Bilingual Collections Counselor I
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Job Description
Bilingual Collections Counselor resolving delinquent mortgage accounts for Dovenmuehle, a U.S. mortgage subservicing firm. Counseling borrowers, arranging repayment plans, and processing loan payments.
Responsibilities:
- Answer high-volume inbound calls and/or generate high-volume outbound calls to delinquent borrowers
- Resolve delinquent accounts by collecting amounts due, establishing repayment plans, or proceeding with hardship assistance
- Counsel borrowers on payment options and arrange repayment plans according to department procedures
- Discuss borrowers’ financial status, review income and expenses, and determine reasons for non-payment
- Offer Loss Mitigation assistance and explain options and processes
- Apply federal regulations and collection laws, including FDCPA
- Follow company and department policies, procedures, protocols, and best practices
- Maintain and document mortgage collection systems and databases
- Process mortgage loan payments according to established guidelines
- Meet or exceed monthly goals
- Reconcile accounts with misapplied payments
- Complete annual regulatory compliance training
- Perform other related duties as assigned
Requirements:
- High School diploma or equivalent
- Solid PC skills: Microsoft applications and loan servicing platforms
- Analytical and problem-solving skills and attention to detail
- Communication skills with demonstrated ability to interact positively and professionally with internal and external audiences
- Ability to negotiate with assertiveness and empathy to obtain favorable resolutions
- Ability to understand and explain financial matters, loan modifications, and foreclosures
- Bilingual in Spanish; must pass bilingual certification
- Knowledge of loan servicing software/systems preferred
- Collection experience preferred
- Call center experience preferred
- Must be able to work in an on-site office setting or a quiet, designated work-from-home space
- Must be able to remain stationary and/or move about the organization or remote office; frequently stand, walk, sit, type, write, handle, feel, and reach
- May occasionally climb, balance, stoop, kneel, crouch, or lift/move up to 25 lbs.
- Ability to use computers and standard office equipment for extended periods
- Successfully complete annual regulatory compliance training
Benefits:
- Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program
- Employer paid Life Insurance, Short Term Disability, and Long-Term Disability
- 401 (K) Plan with company match
- Paid Vacation, Sick, Personal and Holidays
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