Collection Counselor
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Job Description
Collection Counselor helping delinquent mortgage borrowers resolve accounts for Dovenmuehle Mortgage. Negotiating repayment plans, explaining loss mitigation options, and processing loan payments remotely.
Responsibilities:
- Answer a high volume of inbound calls from and/or generate a high volume of outbound calls to delinquent borrowers
- Resolve delinquent accounts by collecting the full amount due, establishing plans to bring loans current, or proceeding with hardship assistance as appropriate
- Counsel borrowers on payment-obligation options, explain terms, and arrange repayment plans
- Discuss financial status, review monthly 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 and procedures
- Maintain and document mortgage collection systems and databases with activities and communications
- Process mortgage loan payments according to established guidelines
- Meet or exceed monthly goals
- Complete annual regulatory compliance training
- Perform additional duties as assigned
Requirements:
- High School diploma or equivalent
- Solid PC skills: Microsoft applications and loan servicing platforms
- 1-2 years collection experience/customer service experience
- Analytical and problem-solving skills and attention to detail
- Effective communication skills with demonstrated ability to always interact in a positive and professional manner with all levels of both internal and external audiences
- Ability to negotiate with others and demonstrate assertiveness and empathy when necessary to obtain favorable resolutions
- Ability to understand and explain financial matters, details of modifications, and foreclosures in terms affected audiences understand
- Knowledge of loan servicing software/systems (preferred)
- Collection experience (preferred)
- Call center experience (preferred)
- Bilingual in Spanish - must pass bilingual certification (preferred)
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
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