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Back End Mortgage Collector
Walter Investment Management Corp
Tempe, AZ, United States
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Position Summary:
Efficient and effective servicing of a portfolio of 60 – 210 day past-due accounts while maintaining a high degree of quality service; Operate according to Company’s Standard Operating Procedures, all Government and Investor regulations in order to achieve delinquency and customer facing work out objectives with a focus on customer service soft skills, while not causing unwarranted defaults.
Essential Functions:
• Counsel delinquent customers through telephone contact to pay according to the terms of their contract while using professionalism, tact and maintain excellent Customer Service standards
• Provide thorough, detailed, and accurate account updates in collection system for each call made
• Responsible for meeting established performance standards (Roll backs, Repayment terms, Reinstatements, Re-engagement of customers into Loss Mitigation) by collecting delinquent payments and evaluating potential work out options with customers over the phone. Achieve numeric standards for servicing delinquent accounts without sacrificing quality of service
• Thorough knowledge of the Company’s Standard Operating Procedures, Investor loss mitigation options, as well as state and federal legal requirements (FDCPA & CFPB) with regard to collections procedures, bankruptcies, foreclosures, and repossessions, keeping abreast of current requirements and changing legislation
• Regularly update Collection Manager on status of accounts and special situations
• Any other job responsibilities requested by management.
Qualifications:
• High School degree required, Bachelor’s degree preferred.
• 1+ year’s prior Collection and/or Loss Mitigation experience preferred.
• Previous skip tracing ability and experience preferred
• Knowledge of Fair Debt Collection Practices Act (FDCPA) guidelines preferred
• Ability to meet department attendance guidelines, with shifts that include evenings, weekends, and overtime as scheduled.
• Persuasive and professional communication skills
• Strong Customer Service soft skill abilities
• Strong verbal and written communication skills and good telephone techniques
• Detail oriented/organized style
• Ability to work in a team environment, effectively under pressure
• Ability to adapt to change in a fast paced environment
• A strong numeric aptitude, problem solving and analytical skills
• Basic computer skills