Sr. Homeowners Assistance Counselor

Essential Duties And Responsibilities

• Utilize in-depth knowledge of loss mitigation options to manage a portfolio of accounts in late stages of delinquency (approaching charge-off status).
• 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 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.
• Explain all workout options within company/investor/insurer guidelines and know the requirements of each.
• Skip tracing accounts for possible leads to locate and contact customers.
• 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 received by 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.
• Aids in training of new hires.

Essential Knowledge, Skill 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.
• 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.