Collections Single Point of Contact, 11AM-8PM EST Shift
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Job Description
Single Point of Contact managing loss mitigation loans and client interactions in US mortgage servicing. Responsibilities include inbound/outbound calls, payment arrangements, and loss mitigation explanations.
Responsibilities:
- Maintain and manage loans in loss mitigation as part of the SPOC team
- Answer inbound calls; return voicemail, handle escalations, and all other requests within 24 hours of receipt
- Generate outbound phone calls; when contact is made determine reasons for nonpayment and negotiate payment arrangements
- Explain Loss Mitigation and available options
- Accept payments/organize repayment plans
- Participate in Campaign calls and documentation collection-calling campaigns
- Learn the process of FNMA, FHLMC, FHA, VA, GNMA, and private investors
- Interact with clients and internal departments to address/resolve open items
- Interact with Supervisor and Team Lead to ensure best practices are followed and issues are promptly communicated
- Obtain/evaluate information to handle inquiries and complaints promptly and correctly
- Maintain client/customer focus at all times by taking ownership of inquiries and proactively following through to resolution
- Serve as a point of contact for active-duty military with SCRA protection
- Explain the different processes in the collection, loss mitigation, and foreclosure process
- Review loans on MSP, LPS-PM, and AMS to explain to homeowner where they are in the process
- Direct phone calls to the appropriate party when they are beyond the scope of business
- Participate in continuing education via corporate training courses and online training
- All other duties as assigned.
Requirements:
- High School Diploma or equivalent required.
- 2-4 years of experience in mortgage servicing or an equivalent combination of education/experience required
- Proficient in Microsoft Office products (e.g., Word, Excel, Outlook)
- Knowledge of Fair Debt Collection Protection Act
- Excellent written and verbal communication skills
- Ability to learn rules, regulations, and laws to meet state, investor, client, and insurer guidelines
- Strong analytical and problem-solving skills
- Ability to use a dialer system to make/receive phone calls
- Ability to adapt to frequently changing processes and procedures
- Demonstrated ability to provide attention to detail and concern for accuracy/consistency in results
- Ability to work independently and as part of a team
- Ability to multitask and work in a fast-paced environment.
Benefits:
- Optional medical, dental, vision, life, and disability insurance
- Paid holidays, vacation, and sick leave
- Fidelity National Financial matching 401(k) and employee stock purchase plans
- Access to mental health resources, including free Calm memberships
- Discounts on gym memberships, pet insurance, and employee purchasing programs
- Tuition reimbursement program that supports continued education and professional growth.
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