Collections Lead

About the role

Guild Mortgage Company is dedicated to serving the homeowner/buyer, providing affordable home financing with a level of professionalism and service unsurpassed in the lending industry. The Collections Lead plays an important role in the organization, working with homeowners to determine the best possible method to address early defaults using a variety of collections and workout solutions.

Responsibilities

• Assess reason(s) for delinquency and evaluate homeowner’s finances to recommend optimal workout solutions.
• Obtain documentation to ensure workout solution matches criteria for hardship and financial capability in accordance with investor and insurer guidelines.
• Participate in outbound dialer campaigns and comply with agreed upon telephone standards, investor rules and regulations, compliance criteria, internal policies and guidelines, and best practices.
• Seek coaching and feedback obtained from live and taped call monitoring activities to increase effectiveness.
• Escalate calls as needed and when requested.
• Demonstrate patience and professionalism when interacting with consumers via phone, email, or letter.
• Participate in training and adapt to changes in industry regulations and processes.
• Coordinate pulling previous and current day data phone reports.
• Update spreadsheets pertaining to phone reports; print spreadsheets and email data to staff.
• Track all requested foreclosure fee requests, via Excel, provide quote in TDA8 notes.
• Perform daily follow up with Foreclosure Tech, as necessary.
• Update system when foreclosure fees are received.
• Alert agent requesting fees to make outbound call to h/o to provide information.
• Provide 401K letters to homeowners needing to request a distribution or loan from their retirement plan.
• Provide liaison support with outside departments, requesting outbound calls to customers for information/assistance (inter-department requests).
• Assist in the operation/monitor of the Cameo dialer.
• Support management in the training of staff, as well as coach existing staff on floor.
• Perform initial training of new hires.
• Assist Supervisor with Coaching and Development of Team members.
• Assist in managing Department Abandonment rate.
• First point of contact for team questions.
• Attends department management meetings and provides input to improve department processes.
• Supports Supervisor and Manager department decisions.
• Takes personal accountability to ensure/reflect cohesiveness and togetherness of the management team in front of department staff.
• Perform other duties, as assigned.

Qualifications

• High School Diploma or equivalent, required.
• Minimum three years total work experience in consumer relations/customer service positions in a high volume call center.
• Prior experience in loan counseling or related loss mitigation position required.
• Excellent interpersonal communication skills required.
• Working knowledge of conventional mortgage loans, including overall processes and inter-relationships.
• Working knowledge of regulatory requirements related to federal and state debt collection laws, Federal Bankruptcy and credit Laws.
• Ability to work in a sometimes emotionally demanding role that requires patience, professionalism and sensitivity while interacting with consumers experiencing financial and emotional stress.
• Highly organized and detail oriented; ability to work in a fast-paced, metrics-driven environment required.
• Intermediate math skills required.
• Proficiency with basic internet searches, data entry, Microsoft Word, Excel and Outlook required.
• Familiarity with document retention software; Blitzdoc preferred.
• 10-key by touch strongly preferred.
• Excellent verbal and written communication skills required.
• Commitment to company values.

Benefits

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Pay

This role is a non-exempt position with a targeted salary range of $24.23/hour to $33.39/hour.