Customer Solutions Specialist - Collections M-F 8-5

Gateway; Jenks (OK); Vor Ort; USD 32.000 - 52.000; Vollzeit

Benefits dieser Stelle

Meds copay

HSA contribution

Wellness credit

LegalShield & IDShield

Tuition reimbursement

Pet insurance

Zusammenfassung

Gateway First Bank in Jenks, OK seeks a Mortgage Customer Solutions Specialist I (Collections) to help delinquent mortgage borrowers through phone-based solutions. You will act as a single point of contact, building relationships and gathering information to propose feasible repayment plans.

The role emphasizes FDCPA-compliant collections, capturing accurate data in our system, and guiding borrowers through loss mitigation options from start to finish.

Qualifikationen

• Knowledge of investor/insurer guidelines and federal regulations.
• Attention to detail, organization, problem solving, and task-driven.
• Proficient in MS Office applications.
• Proficient written and oral communication skills.
• Ability to collect and analyze information with attention to detail.
• Ability to manage multiple tasks and computer programs.
• Ability to work in a team environment.
• Experience in a call center environment with performance metrics.
• Embodies Gateway values: Stay Growth Oriented, Make a Difference, Get it Done, Be a Team Player, Do the Right Thing.

Aufgaben

• Interact with mortgage customers via phone to collect payments and outline loss mitigation steps.
• Adhere to FDCPA in the conduct of collection activities and maintain compliant behavior.
• Gather and review customer financial information to identify feasible collection solutions.
• Update servicing system to reflect current loan status accurately and timely.
• Provide loss mitigation options and guidance, and follow up with borrowers through the process.
• Manage relationships with delinquent borrowers as a single point of contact through the lifecycle.

Kenntnisse

Knowledge of guidelines & regs

Attention to detail

MS Office proficiency

Written & oral communication

Multi-tasking & computer skills

Teamwork

Call center experience

Gateway values

Tools

MS Office

Jobbeschreibung

Description

Jenks, OK - Mortgage Customer Solutions Specialist I (Collections) opportunity at Gateway First Bank! We have a deep appreciation for our customers, and when our mortgage customers fall on hard times our solutions-driven Default team is eager to create a game plan to get them to a more peaceful place. Candidates will love interacting with customers via phone and enjoy a Mon – Fri 8 am – 5 pm schedule!

Benefits

• 0 copay on brand name and generic meds
• Company contribution to HSA
• $600 wellness credit on premium per year
• LegalShield & IDShield
• Tuition Reimbursement
• Nationwide Pet Insurance

JOB SUMMARY

The Customer Solutions Specialist I is responsible for finding solutions for customers with delinquent mortgage payments by building relationships, gathering information, collecting payments, and outlining clear steps for future solutions. Acts as a single point of contact for an assigned group of borrowers. This position will also educate, inform, and follow up with borrowers throughout the Loss Mitigation life cycle including post modification.

ESSENTIAL FUNCTIONS (RESPONSIBILITIES)

• Observes and apply Fair Debt Collections Practices Act (FDCPA) in the conduct of collection activities.
• Gathers and reviews information regarding the customer's financial status and future payment prospects as well as identifies potential collection solution available for each loan.
• Calculates payment solutions in line with the mortgagor's financial capacity and maintains customer records as well as updates account information.
• Establishes strong relationships and acts as a single point of contact to borrowers who are currently delinquent, facing imminent default, is in a confirmed disaster area, or for borrowers who request loss mitigation options.
• Answers inbound calls and makes outbound calls on assigned mortgage accounts to collect required documentation to complete solution package as well as assists the borrower with Loss Mitigation options such as how to apply and status updates.
• Utilizes effective communication skills to ensure borrowers understand the consequences of failing Loss Mitigation programs.
• Monitors the performance of loans which have completed a home retention program for up to six months post plan completion. Will make contact or ensure contact is made when it appears that a borrower is struggling.
• Updates the servicing system to accurately and timely reflect current status of the files.
• Exercises awareness with regard to possible suspicious activity, money laundering or fraudulent behavior and reports any such incidents to the BSA department. Performs all job functions in compliance with all company policies and federal, state, and local laws and regulations as applicable to the position, including, but not limited to BSA/AML, OFAC and GLBA/privacy rules.
• Performs related responsibilities as required or assigned.

REQUIRED QUALIFICATIONS

• Knowledge/Skills/Abilities
• Basic knowledge of investor/insurer guidelines and federal regulations.
• Attention to detail, organization, problem solving, and task-oriented skills.
• Proficient in MS Office applications.
• Proficient written and oral communication skills
• Ability to collect and analyze information with attention to detail.
• Ability to manage multiple tasks and computer programs.
• Ability to work in a team environment.
• Ability to work in a call center environment managing personal and team performance metrics.
• Exemplifies the Gateway Values: Stay Growth Oriented, Make a Difference, "Get it Done" Attitude, Be a Team Player, Do the Right Thing.

Equivalent Education/Experience

• High School diploma required.
• 0-2 years of related collections/Loss Mitigation experience.
• Prefer related experience in mortgage banking.

SPECIAL JOB DIMENSIONS

Work involves spending 85% of time calling and responding to customers. Work involves dealing with sensitive confidential information, plus occasional overtime and some travel may be required.

NOTE: The essential job functions and associated qualifications contained in this document describe the general nature and level of the work performed. They are not intended to represent an exhaustive listing or be inclusive of all aspects of the job. The tasks and procedures involved in the performance of the essential job functions may vary from day-to-day. Major changes in areas of responsibility may occur, as directed by management, and will require revision of this job description.

Location

Jenks, OK

Gateway First Bank provides equal employment opportunities to all persons without regard to membership in any group or category which is legally protected such as gender, race, age, national origin, religion, creed, color, disability, genetic information, sexual orientation, gender identity, veteran status, or any other characteristic protected by law. Equal Opportunity shall be present with respect to employment, upgrading, demotion, or transfer, recruitment or recruitment advertising, layoff to termination, rates of pay, other forms of compensation, and selection for training including apprenticeship, pre-apprenticeship, and/or on-the-job training.

Customer Solutions Specialist - Collections M-F 8-5

#26-113