Customer Solutions Specialist - Collections M-F 8-5

Gateway First Bank; Jenks (OK); Vor Ort; USD 42.000 - 65.000; Vollzeit

Benefits dieser Stelle

0 copay meds

HSA contribution by company

Wellness credit $600/year

LegalShield & IDShield

Tuition Reimbursement

Nationwide Pet Insurance

Zusammenfassung

Gateway First Bank in Jenks, OK is seeking a Mortgage Customer Solutions Specialist I (Collections) to help delinquent borrowers through loss mitigation processes. The role emphasizes strong customer interaction by phone, maintaining compliance with FDCPA, and guiding borrowers toward feasible repayment options.

Typical hours are Mon–Fri, 8 am–5 pm. The team focuses on educating borrowers, gathering required information, and documenting progress within the servicing system, with emphasis on

Qualifikationen

• FDCPA awareness and federal regulations knowledge.
• Attention to detail, organization, problem solving, and task orientation.
• Proficient in MS Office applications.
• Strong 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 and handling performance metrics.
• Adheres to Gateway values: Stay Growth Oriented, Make a Difference, Get it Done, Be a Team Player, Do the Right Thing.

Aufgaben

• Observe and apply FDCPA in collection activities.
• Gather and review borrower financial information and identify collection solutions.
• Calculate payment solutions within borrower capacity and update records.
• Be the single point of contact for delinquent borrowers and guide through loss mitigation.
• Coordinate inbound/outbound calls to collect documentation for loss mitigation packages.
• Explain consequences of non-compliance to borrowers and monitor programs.
• Track loan performance post retention program for up to six months.
• Update servicing system to reflect current file status.
• Report any suspicious activity per BSA/AML and related laws.
• Perform related duties as assigned.

Kenntnisse

FDCPA awareness

Attention to detail

MS Office

Communication skills

Multi-tasking

Team player

Call center experience

Compliance awareness

Gateway values

Ausbildung

High School diploma

Related collections/Loss Mitigation experience

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