he Collections Representative is responsible for assisting customers in the servicing of their mortgage. This position requires strong verbal communication skills, professionalism and time management. This position requires a minimum of 2 years call center and collections experience. Prior mortgage industry experience highly preferred. This is a DIRECT HIRE opportunity.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Engage customers via inbound and outbound calls to discuss the delinquent status of their mortgage loan
Must have superior communication and customer service skills, including professional empathy, customer care, passion and enthusiasm, problem-solving skills, and the ability to overcome basic objections
Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently
Maintains confidentiality of customer’s nonpublic information
Provides information and knowledgeable assistance regarding mortgage loans
Maintains customer records on servicing platform
Builds customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately
Provides written and verbal responses to customer inquiries as needed
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required:
Ability and Knowledge of Basic Computer Skills
Strong Negotiation and Verbal Communication Skills
Experience in Collections ideal but WILL TRAIN
Previous Mortgage Experience, Preferred BUT WILL TRAIN
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Must be able to multi-task between phone and computer work within an active call center environment, and work collaboratively amongst other team members to ensure excellent customer service
Mathematical Skills: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
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