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Mortgage Servicing Collections Specialist
MB Financial Bank
Wilmington, OH, United States
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Job Description
Job Summary:
The Collections Specialist II will manage escalated customer initiated requests relating to loan servicing. These requests may be managed through phone, correspondence or other means and may involve coordination with our business partners to achieve full resolution. The Collections Specialist II will also communicate with delinquent borrowers of mortgage and consumer accounts to obtain reason for delinquency, makes acceptable payment arrangements, and attempt to bring accounts current.
This is an associate level role that works under direct guidance and has no formal leadership responsibility for a team at this time.
Essential Job Duties:
1. Handles escalated calls from other team members
2. Assists with the training and development of the Collections team
3. Ensures timely completion of dialer campaigns
4. Places outgoing and receives incoming collection calls with strict adherence to Fair Debt laws to obtain reason for delinquency.
5. Provides information about outside sources of assistance, such as, credit counselors or utility payment plans.
6. Refers calls to the Single Point of Contact for analysis when appropriate.
7. Secures promises to pay or takes payments over the phone and establishes repayment plans.
8. Orders system-generated letters to borrowers who cannot be contacted by phone and to confirm payment arrangements.
9. Accepting payments and sending payment posting instructions
10. Updates borrower information.
11. Follows FDCPA, Privacy Policy, and all other applicable policies and guidelines.
12. Remain current on all default processes and regulatory changes and their impacts on the borrowers.
13. Promotes our culture.
14. Performs additional responsibilities as needed.
Job Requirements
• High School Diploma or GED required.
• 2 + years collection, call center, or mortgage experience
• Previous customer service skills/experience required.
• 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.
• 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.
Working Conditions and Demands (If Applicable):
N/A