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Relationship Manager
Walter Investment Management Corp
Tempe, AZ, United States
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Position Description
Position Title:
SPOC Relationship Manager
Position Summary:
• The SPOC Relationship Manager will act as the customer facing advocate between the Customer and our Loss Mitigation Group. Manage a group of Mortgage loans actively engaged with our Loss Mitigation department with the goal of maximizing the Customer’s successful completion of their workout. Operate according to Company’s Standard Operating Procedures and all Government and Investor regulations. Achieve all Customer facing goal/ objectives with a focus on Quality of Service and improving the Customer experience, while not causing unwarranted delays to process or defaults.
Essential Functions/Specific Duties:
• Counsel and motivate delinquent customers through telephone contact to return missing documents or items as needed, using professionalism, tact and maintaining excellent Customer Service skills
• Provide thorough, detailed, and accurate account updates in system of record for each call made
• Responsible for meeting established performance standards such as (Package Completion rates, Meeting ASA requirements, Repayment plan, Trial Plan success, timely completion of Customer follow up on decisions) through Inbound and Outbound telephone contact with Customers.
• 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 while keeping abreast of current requirements and changing legislation
• Regularly update SPOC Manager on status of accounts and special situations.
• Any other job responsibilities requested by management.
Qualifications/Job Requirements:
• Education: Post High School Education is preferred.
• Experience:1+ year prior Collection and/or Loss Mitigation experience preferred.
• Previous skip tracing ability and experience preferred
• Knowledge of Consumer Finance Protection Bureau (CFPB) and Fair Debt Collection Practices Act (FDCPA) guidelines preferred
• Ability to meet department attendance guidelines, with shifts that include evenings, weekends, and overtime as scheduled.
• Skills:
• 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
While this description is intended to be an accurate reflection of the position’s requirements, it in no way implies/states that these are the only job responsibilities. Management reserves the right to modify, add or remove duties and request other duties as necessary.