Collections Representative (On-site)

Primary Function

A Dedicated Servicing Consultant I is a collector who is responsible for collections on First Bank and GMFS portfolios in order to maximize recovery and disposition loans to the appropriate work out strategy.

Principal Duties

• Receive and review loan information.
• Contact borrowers to cure delinquency, set up payment arrangements and/or settle accounts through the use of manual calls and an automated dialer.
• Manual dialing specifically calling Active cells that do not reach the dialer as well as additional allowed attempts to landlines and permission granted cells.
• Identify and recommend optimal workout strategies based on individual borrower.
• Understands Current and 30 DPD rolls and how to read manual dialing reports.
• Understands Legal/Warning statuses on manual dialing reports.
• Work with designated clients taking inbounds and making outbound calls for those clients only.
• Effectively and efficiently corresponds via email with dedicated clients.
• Use the DA tool and work with client matrices regarding workout strategies including deferments and repayment plans.
• Effectively notate RFD and the entire conversation with the customer for the clients to view notes and make determinations on actions.
• Utilize our skip tracing tools when confronted with an account that has no phone number.
• Identify and recommend assistance strategies, as necessary.
• Increase frequency of borrower contact by using scoring model.
• De-escalating calls and logging complaints.
• Updating contact preferences for homeowners when provided consent.
• Updating the system with updated preferred language changes.
• Aid consumers to help cure the delinquency status by offering RPPs, or deferments if eligible.
• Maintain 100 payments per month or the team average as well as meet EVPH goals by ensuring that promises are captured on each call.
• Provide one call resolution.

Education and Experience

• High school diploma or equivalent, required.
• Bachelor’s degree, preferred.
• 1 year loss mitigation, collections, or related mortgage-servicing experience, preferred, but not required.

Knowledge, Skills, And Abilities

• Knowledgeable with FDCPA guidelines.
• Must pass written exam to determine comprehension of situations and proper writing style.
• Outstanding telephone and written communication skills.
• Familiarity with Internet-based search techniques (including the use of skip-tracing solutions).
• The ability to maintain professional conduct when dealing with people of any mood or personality type.
• Familiarity with lending-related terminology and processes, especially related to mortgage delinquency.
• Excellent reasoning and research skills; the ability to see the “big picture” and manage the details.
• The ability to safeguard confidential customer and company information.
• Solid work ethic, high integrity, a positive attitude, and strong attention to detail.
• The ability to follow instructions but work with minimal direct supervision.
• Excellent keyboarding skills.
• Proficiency with Microsoft Windows-based computers and Microsoft Office software (Word, Excel, Outlook, PowerPoint, etc.).
• The ability to remain stationary (mostly in a sitting position) for long periods of time.
• Must be able to remain in a stationary position for long periods of time.
• Must be able to effectively access/operate and interpret information on computer screens, documents, and reports.
• Must be able to effectively communicate with all homeowners.

Additional Information

• 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.