The Senior Collector will be responsible for answering inbound telephone calls from as well as placing outbound calls to mortgage borrowers that are 0-60 days delinquent, performing advanced skip tracing responsibilities, and daily loan maintenance. Senior Collector will attempt to gather details surrounding a borrower’s current financial situation and create detailed documentation to ensure the Collections process is tracked in an accurate manner. The Collections process aims to reduce delinquency and includes educating the borrower on payment options/methods, explaining delinquency ramifications, and soliciting hardship assistance programs. Senior Collector will support the Collections Team in adhering to call center benchmarks reported to the organization and investors. Call Center benchmarks include an average speed of answer of 60 seconds or less, abandonment rate of less than 5 percent, and a blockage rate of less than 1 percent.
Handle Inbound/Outbound Customer Contacts by Telephone.
Adhere to department guidelines with communication to the borrower and/or third party. Maintain familiarity with up to 14 systems and applications in order to research inquires, escalate issues to the appropriate departments, and perform the collection process. Escalate issues to second levels appropriately. Educate borrowers on loss mitigation options, hardship resources available, and encourage borrower application to Loss Mitigation when appropriate. Use problem solving skills in conjunction with departmental procedures in order to set up payment arrangements or payment alternatives to cure delinquency. Senior Collector job function will help reduce delinquency by performing the collection process and educating the customer on all hardship options available.
Create and Maintain Documentation of Calls.
Document the systems regarding customer/borrower communication in a thorough, accurate manner. Update status of the borrower’s financial information and/or hardship situation as needed. Use the appropriate system codes in order to accurately report the information provided by the customer/borrower. Document and submit any complaints to the appropriate parties. Document account maintenance requests submitted to management. Senior Collector job function will adhere to and ensure accurate reporting of servicing requirements on all borrower communication.
Performing Advance Skip Tracing and Manually Dialing.
Actively search for borrower contact information on basic websites and/or Flagstar systems. Use skip tracing software to research borrower references, employers, relatives, neighbors, etc. to obtain additional contact information. Update systems with accurate contact information and thoroughly detail all outreach efforts performed. Complete manual dialing campaigns as requested by management in an effective and efficient manner. Update systems and worksheets assigned thoroughly and update management daily on performance results. Senior Collector job function will improve communication with borrowers.
Training and Operations.
Complete the new hire training class with a passing grade. Complete all required eLearning classes. Complete Skip Tracing classes, in addition to any Advance Collection Technique classes. Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to customers. Actively participate in monthly performance meetings; meet or exceed all performance metrics. Recognize and communicate the need for any potential additions and/or modifications to the current policies and procedures. Provide leadership to others through side-by-side coaching of new hires, existing agents, and outside department representatives as needed. Perform any additional responsibilities as assigned by management. Collector job function will reduce servicing errors and decrease employee turnover.
Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar’s internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.
3+ years collector in an inbound/outbound call center environment
1 year sales preferred
HS Diploma, GED or Foreign Equivalent
Understanding of MS Office Suite with intermediate technical and computer skills. Specifically an ability with Microsoft Excel
Ability to navigate quickly within various computer programs.
Excellent verbal and written communication skills, as well as strong listening skills
Exceptional analytical and problem solving skills with an ability to think quickly under pressure.
Ability to handle high call volume and answer customer questions in a timely manner.
Ability to look for ways to improve and promote quality.
Ability to work independently with limited supervision.
Ability to work varying shifts including evenings and weekends.
Willingness to work in a team environment
Confident and efficient work approach with a customer focus
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