DEFAULT CALL CENTER TEAM LEAD

Job Summary

The primary purpose of the Default Call Center Team Lead is to provide support to the Mitigation and Loan Counseling teams, give optimum service to all investors as well as providing assistance to Mitigation / Loan Counseling Supervisor and Manager with all staff level duties.

Essential Duties and Responsibilities

• Coordinates with internal staff and customers as appropriate to negotiate and arrange resolution of defaulted loans. Utilizes creativity in determining and recommending alternative collection or loss mitigation methods such as modifications, short sales, deeds in lieu of foreclosure, reinstatements, in the most cost-effective manner.
• Provides assistance to the Mitigation / Loan Counseling Team in relation to all aspects of mitigation and collection in conjunction with mitigation / loan counseling Supervisor and Manager.
• Provides assistance to Mitigation / Loan Counseling Supervisor and Manager with training / coaching / mentoring of existing and new employees as well as monitoring adherence to attendance and queue activity requirements.
• Responds to escalated calls / answers team and borrowers questions in a timely fashion.
• Remains diligent in encouraging team members to meet all internal goals and to monitor those goals to ensure they are met.
• Analyzes mortgagors for approval of default workouts such as repay plans, stipulations and modifications.
• Oversees short sale process and ensure timely completion of all submitted requests.
• Maintains required records for staff submitted repayment plans, forbearance plans, trial plans, modifications, short-sales, deeds in lieu of foreclosure, and reinstatements.
• Remains knowledgeable of foreclosure, modification, and collection laws and regulations of each state for the portfolio assigned.
• Performs miscellaneous duties as assigned.

Position Requirements

Education

High School diploma or GED equivalent required

Experience

Minimum of 5 years experience in mortgage loss mitigation

Functional / Technical Skills

• Demonstrated strong leadership skills
• Excellent written and verbal communication skills
• Demonstrated strong interpersonal skills. Ability to interact effectively with internal clients across departments and locations.
• Current, strong working knowledge of mortgage loan workout options (i.e. loan modifications, short sales, deed-in-lieu and foreclosure)
• Ability to solve problems with a sense of urgency by recognizing opportunities, understanding risk and acting quickly to overcome obstacles and reach a solution.
• Knowledge of default management guidelines of mortgage investors including FHLMC, VA, and FHA.
• Ability to organize, prioritize, and distribute workload for optimum efficiency
• Ability to act and work independently with minimal supervision
• Works well with others
• Ability to provide objective, constructive feedback
• Knowledge of MSP servicing system

Benefits

Our benefits package includes 3 comprehensive Cigna or Kaiser medical plans, dental, and vision insurance. We provide short term and long-term disability insurance, basic life insurance, 401(k), and 11 employer paid holidays.

In addition, we offer supplemental benefits to include life insurance, critical illness and accident plans.

Environmental / Physical Demands

Work is typically performed in a standard office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sustain predictable work attendance, communicate with others, frequently required to stand, walk, sit, and use arms, hands and fingers to reach, handle or touch.

The employee must occasionally lift and / or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

Pursuant to the Americans with Disabilities Act, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of an employee.

The Company reserves the right to amend or modify this document at any time and without notice.