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Home Mortgage Loss Mitigation Team Lead
Citizens Bank
Irving, TX, United States
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Description
• Perform reconciliation process on files received from Front End Fulfillment Group by going into the loan system. Front end fulfillment group will send task to decisioning. Decisioning acknowledges receipt of the file and reviews file for complete documentation
• Analyze financial information to determine most effective work out strategy. Reviews financial data reported accuracy i.e.: does the customer reported data match actual financials.
• Analyze property valuations to determine loss exposure
• Complete steps within the decisioning process workflow within assigned timelines to insure maximum customer experience
• Handle inbound calls from customers with questions related to their specific work out process
• Insure all regulatory requirements are met for each account within the work out process
• Maintain a high level of customer service with all internal and external customers
• Adhere to system documentation policy and procedures to insure accurate internal and external reporting
• Be the primary contact for customers and approved third parties, such as investors, attorneys, trustees, court representatives while providing exceptional customer experiences.
• Obtain necessary documents required for loss mitigation review.
• Communicate options and final decisions to borrowers.
• Communicate modification decisions and if declined, discuss other options with borrowers.
• Understand and communicate with borrowers on specific financial information, including discussing debt to income, tax information, and personal financial statements.
• Hold other departments accountable for completing tasks, while understanding that area’s functions and impact on the borrowers.
• Remain current on all default processes and regulatory changes and their impacts on the borrowers.
• Research all customer issues and bring all of them to a final resolution.
• Responsible for and follows up with Processors and Customers to insure that all paperwork is received and final documents are signed.
• Work with and communicate with mortgage investors on specific borrower issues, leading to an agreed upon borrower resolution.
Qualifications
• Customer service orientation (Collections and/or Origination's preferred) with ability to demonstrate empathy towards customers / borrower
• High level communications skills when dealing with outside entities
• Excellent time management skills
• Goal driven
• Problem solver (demonstrated analytical / research skills)
• Strong decision making skills
• Detail oriented
• Proficient product and service knowledge
• Strong written and verbal communication skills
• Strong organization skills
• Strong PC Skills
• Able to develop wider business knowledge of all other functions within the division.
• Knowledge of corporate policy, laws and regulatory requirements of area of responsibility.
• Ability to work in team environment to resolve problems
• Understanding of appropriate escalation timing and reasons
• Understanding of the mortgage investor relationship and general investor requirements - Understanding of the differences in judicial and non-judicial state requirements
• Strong negotiation skills
• Financial services/operations environment, 4+ Years Knowledge of investor requirements governing mortgage collections and Federal/State laws (e.g. Fair Debt collections act, privacy act, fair lending).
• Knowledge of MSP and ALS systems preferred
• Excellent oral communications; counseling and persuasion skills
• Excellent data entry and typing skills
• Math aptitude
• Excellent organization skills
• Make independent decisions and exercise sound judgment
• Organized work habits
• Ability to perform in a production environment and meet monthly operation metric goals
• High School or Equivalent (GED)
• Bachelor Degree, Preferred
Hours and Work Schedule
Hours per Week: 40
Work Schedule: Monday-Friday
Why Work for Us
At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.
Equal Employment Opportunity
It is the policy of Citizens Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
Equal Employment and Opportunity Employer/Disabled/Veteran
Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.