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Mortgage Servicing Single Point of Contact
MB Financial Bank
Wilmington, OH, United States
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Job Description
Job Summary:
This is an intermediate level role that works under direct guidance and has no formal leadership responsibility for a team at this time.
Essential Job Duties:
1. Follows FDCPA, Privacy Policy, and all other applicable policies and guidelines.
1. 2. Be the primary contact for customers and approved third parties, such as investors, attorneys, trustees, court representatives while providing exceptional customer experiences.
2. 3. Communicate options and final decisions to borrowers.
3. 4. Communicate modification decisions and if declined, discuss other options with borrowers.
4. 5. Understand and communicate with borrowers on specific financial information, including discussing debt to income, tax information, and personal financial statements.
5. 6. Communicate and present options with other departments while meeting specific deadlines imposed by regulatory requirements.
6. 7. Remain current on all default processes and regulatory changes and their impacts on the borrowers.
7. 8. Research all customer issues and bring all of them to a final resolution.
8. 9. Responsible for and follows up with Processors and Customers to insure that all paperwork is received and final documents are signed.
9. 10. Work with and communicate with mortgage investors on specific borrower issues, leading to an agreed upon borrower resolution.
10. 11. Places outgoing and receives incoming calls with strict adherence to Fair Debt laws to obtain reason for delinquency.
11. 12. Provides information about outside sources of assistance, such as, credit counselors or utility payment plans.
12. 15. Orders system-generated letters to borrowers who cannot be contacted by phone and to confirm payment arrangements.
13. 17. Promotes our culture by living-out the cultural pillars (People, Integrity, Partnership, Teamwork, and Fun) on a daily basis.
14. 18. Performs additional responsibilities as needed
Job Requirements
• High School Diploma or GED required, Bachelor Degree preferred
• 3 + years collection, call center, or mortgage default experience.
• Ability to verbally communicate in a professional, persuasive and diplomatic manner required.
• Ability to sit at a desk and use telephone for extended periods of time.
• Ability to follow company policies and procedures.
• Strong PC skills, knowledge of Microsoft Office and operating systems
• Ability to work a flexible schedule including evenings and weekends.
• Knowledge of Microsoft Office suite and proprietary software products used in support of the business.
MB Financial Bank - Mortgage Division is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.