Mortgage Collector

Purposes

The Homeowner's Assistance Department Counselor initiates contact and provides assistance to consumer and mortgage loan customers who are in default. The counselor works to minimize potential losses on delinquent loans by contacting borrowers and their agents, mortgage brokers, real estate agents, title companies, attorneys, investors, and insurers to work toward resolution of the delinquency in accordance with departmental and legal guidelines.

Duties And Responsibilities

• Pursues communication with defaulted customers utilizing manual dialing to offer potential workout alternatives.
• Contacts delinquent customers to obtain payment commitments.
• Makes collection/demand calls with an account load defined by applicable capacity model.
• Analyze customer's situation and collateral risk to present alternative solutions including Forbearance Plans, Repayment Plans, Modifications, Assumptions, Pre-foreclosure / Short Sales, and Deed in Lieu.
• Aid in identifying, negotiating and pursuing the appropriate loss mitigation option that best maximizes customer satisfaction and investor return.
• Review, negotiate and recommend action on requests for proposed foreclosure or repossession alternatives within the timeframes established by management.
• Identify, evaluate and resolve reasons for delinquency.
• Ability to explain all workout options within company / investor / insurer guidelines and know the requirements of each one.
• Skip tracing accounts for possible leads to find customers information to contact them.
• Quoting reinstatement amounts, payoffs, and setting up repayment plans within the system.
• Pursues resolution on referrals of non-delinquent customers who request alternatives to allow ownership retention.
• Ensures that all requested documentation has been requested and received from the customer.
• Maintains records of all collection efforts via the collection system.
• Recommend additional actions with Management assistance on delinquent accounts.
• Escalate calls and/or problem accounts to supervisor, repossession, legal or collection agencies as appropriate.
• Provides feedback to management for ideas on process improvement and suggestions for the specialty collections unit.
• Provides administrative support as directed by management.

Minimum Knowledge, Skills And Abilities Required

• High School Diploma or equivalent required.
• Minimum two years collection, support or related customer service experience; Loss Mitigation experience is preferable but not required.
• Knowledge of basic mortgage default timelines / procedures (bankruptcy / escrow/ foreclosure).
• Knowledge of bank-owned, investor & insurer guidelines for the mortgage and consumer companies.
• Excellence in consulting and advising customers via telephone and written communication.
• Excellent customer service skills with both external and internal customers.
• Excellent communication, comprehension, listening and negotiation skills.
• Ability to meet deadlines and work independently with medium level of supervision.
• Ability to analyze and suggest resolution to problems.
• Strong analytical, problem solving and mathematical skills to be used in financial counseling and evaluation and interpretation of complex information.
• Basic understanding of Mortgage lending and servicing.
• Must be able to work in a team environment to interact well with employees and all levels of the organizations.
• Proficient in Microsoft Word, Outlook, Access and Excel with a minimum level of Intermediate.