Job Responsibilities
Essential duties and responsibilities include the following. Other duties may be assigned.
- Makes outgoing calls to customers to attempt to assess reasons for default and make satisfactory arrangements to bring accounts back into a current standing.
- Answers incoming phone calls and responds to customer requests for information on their accounts.
- Sets active follow-up arrangements on accounts, records notes, and financial data.
- Provides primary phone support through the Loan Servicing call center including incoming and outgoing follow-up communications.
- Follows insurer guidelines for delinquent account management and collects documentation to support account activity.
- Provides assistance with borrower counseling, loss mitigation, and foreclosure avoidance.
- Provides assistance with mailing letters, forms, or other customer contacts.
- Assists customers with website functionality, password resets, and other requests for account data.
- Maintains and files electronic information to customer accounts with proper noting and documentation.
- Assists with error resolution and customer complaint tracking.
- Provides backup for other Loan Servicing functions.
Qualifications
- High school diploma or GED.
- Collections experience, with mortgage collections experience preferred.
- Telephone customer service experience.
- Successful completion of the Mortgage Bankers Association Basics of Mortgage Servicing course is preferred.
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