Customer Ally (Bilingual Preferred)

Servbank; Phoenix (AZ); On-site; USD 26,000 - 29,000; Full time

Benefits offered by this job

Vacation: 3 weeks

Sick pay

Health benefits (kick in within 30d)

Growth opportunities

Job summary

Servbank is seeking a Mortgage SPOC in Phoenix to handle delinquent mortgages, perform loss mitigation activities, and provide exceptional customer service. Responsibilities span from early payment default to liquidation, with focus on educating borrowers and offering workable solutions. The role requires strong communication, regulatory knowledge, and the ability to multitask in a fast-paced environment, with shift hours 5:30 a.m.

- 2:00 p.m. or 8:30 a.m.

Qualifications

• 1 year of recent (within 3 years) Collections/Loss Mitigation Experience preferred
• Excellent oral and written communication skills
• Microsoft Office proficiency (Word, Excel, data entry)
• Familiarity with Investors’ and PMI practices
• Residential mortgage servicing knowledge a plus

Responsibilities

• Communicate with customers to explain outcomes at each step of loss mitigation.
• Contact delinquent borrowers to cure accounts through loss mitigation or workout options.
• Negotiate payment arrangements to keep loans current.
• Maintain records of MSP Workstations and collect financial documents.
• Ensure compliance with state and federal regulations and investor guidelines.

Skills

Customer service

Collections

Loss mitigation

Negotiation

Communication

Multitasking

Education

Loss Mitigation Mortgage Servicing Experience

Tools

Microsoft Office

Job description

Description

This Mortgage Single Point of Contact SPOC role provides:

• $19.38 + the Potential of up to $1,500 in monthly bonuses
• Bilingual: $19.88 + the Potential of up to $1,500 in monthly bonuses
• 3 weeks of vacation your first year
• PLUS sick pay
• health benefits that kick in within 30 days
• PLUS our internal promotion provides room to GROW!
• 5:30 a.m. - 2:00 p.m. or 8:30 a.m. - 5:00 p.m. (shift moves one hour later when Daylight Saving Time begins)

The Mortgage Single Point of Contact will have advanced skills and techniques relative to customer service, collections and loss mitigation of residential mortgage loans. Fully versed and compliant with all the state and federal regulatory collection and loss mitigation requirements. Represents the company in a professional and enthusiastic manner by providing an exceptional level of customer service, supporting the mission statement, and adhering to company core values in all functions of the job responsibilities and interaction with internal and external customers. Will be responsible for handling all stages of the account ranging from On Time Payments, Early Payment Default, Late Stage Collections as well as Loss Mitigation ranging from Retention to Liquidation.

Will perform all duties in accordance with internal policies and procedures and all state and federal regulations. It is important to understand each borrower’s personal situation and make appropriate recommendations and arrangements to avoid future defaults, while educating the borrower on the process of a delinquent loan. All employees of Servbank employees are expected to provide quality customer service and maintain high ethical standards when serving our clients.

About Servbank:

Founded in 1994, Servbank is a banking institution with local roots and national reach. We were built on a foundation of community-orientation, which ensures that no matter who we serve, we do so with the human touch that marks the gold standard of service. We work with individuals, businesses, and communities, so that whether you’re a student, a homeowner, a small business owner, or a community leader, we can help you fulfill your goals. Come create excellence with Servbank.

Duties and Responsibilities:

• Proactively communicates with customers and authorized third parties to ensure, based upon facts presented at the time, understanding of all potential outcomes at each step of the process (e.g. point of entry into loss mitigation, point of denial of loss mitigation, point of workout offer, point of foreclosure sale). Respond to borrowers’ questions utilizing available resources (e.g. account information, modification and/or foreclosure specialists, etc).
• Default services policies and procedures outlined by Servbank.
• Contacts borrowers with delinquent mortgages, using all attempts to cure the delinquent accounts using loss mitigation or other work-out options.
• Negotiate payment arrangements, keeping our borrowers in their homes and keeping loans from advancing through the delinquency cycle.
• Maintaining an open line of communication with the borrower(s) after payment is received, allowing for early intervention and preempting future delinquencies.
• Maintains and documents MSP Workstations.
• Collects and reviews borrower’s financial and hardship documents to determine best workout options biased on their unique situation.
• Maintains thorough working knowledge of all loss mitigation offerings for all investors and insurers, as well as state and federal guideline updates.
• Ensure all verbal and written communication with the borrower and authorized third parties is in a manner that is simple to understand, empathetic to the borrowers' financial situation, professional, and represents a strong breadth of knowledge.
• Complies with all state and federal laws.
• Collaborates with various support departments within servicing to identify needs, propose innovative solutions and deliver results while meeting deadlines in a professional manner.
• Answer incoming calls from homeowners whose mortgage payments are delinquent and counsel them accordingly, with an understanding that the primary focus is to bring the account current.
• Make outbound predictive dialer calls to delinquent borrowers as scheduled.
• Attain delinquency resolution through payment, repayment plans, loss mitigation solicitation and financial interviews as required.
• Escalates issues timely to applicable channels.
• Performs such other duties as may be assigned by Supervisor or other Management staff.

Requirements

• Competent use of Collections and Loss Mitigation tools and techniques
• 1 year of recent (within 3 years) Collections/Loss Mitigation Experience preferred
• Excellent oral and written communication skills
• Microsoft Office proficiency (Word processing and spreadsheets, data entry, PC input, etc.)
• Familiarity with Investors’ and PMI practices
• Residential and consumer product knowledge
• Loan servicing knowledge a plus (investor, escrow, payoff, cashiering, ARM, etc.)
• Effective negotiating skills
• Goal oriented
• Collaborative and influential
• Ability to multi-task in a fast-paced environment
• Excellent organizational and time management skills
• Predictive Dialer experience preferred.
• Must be able to work independently
• Knowledge of CHFA/FHA, GNMA, FNMA, FHLMC, and various other investor loss mitigation

Education

Experience in a Loss Mitigation Mortgage Servicing environment.

EEO Statement: We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.'