Loan Counselor

Planet Home Lending, LLC; Meriden (CT); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Planet Home Lending, LLC is seeking a Loan Counselor I - Bilingual to manage a delinquent loan collection program and minimize delinquencies. You will assist other counselors in negotiation and collection efforts and respond to customers in their preferred language.

The role requires one year of collection experience, strong communication, and the ability to work in a fast-paced call center environment. High school diploma required, with knowledge of investor guidelines and policy adherence.

Qualifications

• Bilingual required; prioritize strong communication in two languages.
• One year of collection experience is required.
• Mortgage collection experience is a plus.
• Courteous, tactful and assertive interpersonal skills.
• Effective listening skills.
• Data entry skills.
• Strong analytical and negotiating skills.
• Team-oriented with focus on results.
• Ability to research and resolve problems effectively.

Responsibilities

• Monitor standard collection procedures to minimize delinquencies.
• Contact mortgagors via inbound/outbound calls to set payment arrangements.
• Document online collection history with reasons for default and repayment plans.
• Evaluate borrowers who cannot pay and refer to Mitigation Department.
• Maintain daily performance standards and call quality targets.
• Stay updated on investor rules and requirements.
• Performs other duties as assigned.

Skills

Bilingual

Collection

Negotiation

Communication

Data entry

Analytical skills

Teamwork

Problem solving

Call center

Windows apps

Flexible hours

Education

High school diploma

Tools

Microsoft Windows applications

Job description

Job Summary

The Loan Counselor I - Bilingual is responsible for maintaining a delinquent loan collection program within established guidelines and procedures to minimize the delinquency status of the mortgage loan portfolio. Assist other loan counselors, as required, in the negotiation and collection of delinquent accounts. As a bilingual representative, this position handles inquiries and interactions in the customer’s preferred language.

Essential Duties and Responsibilities

• Monitors all standard collection procedures according to Planet Home Lending's policy to minimize loan delinquencies.
• Assist mortgagors in bringing their loan current by contact through inbound/outbound calls, and established skip trace methods. Set payment arrangements for total amount due, or establish a repayment plan pursuant to Agency/Investor Guidelines as well as Planet Home Lending policy.
• Document and maintain on-line collection history detailing events to bring the loan current. These events should include but are not limited to the reason for default, updated financial information, and an explanation of how and when the loan will become current.
• Evaluate all mortgagors who do not have the ability to bring the loan current then refer to the Mitigation Department.
• Complete performance standards on each daily assignment of loan, maintain quality call standards and meet call goals daily.
• Maintain up to date knowledge and adhere to investor rules and requirements.
• Performs other duties as assigned.

Position Requirements

Education

• High school diploma or equivalent

Experience

• Experience using specified second language in a professional capacity is required. Language testing may be required.
• One year of collection experience or equivalent
• Mortgage collection experience a plus
• Courteous, tactful and assertive interpersonal skills
• Demonstrates effective listening skills
• Data Entry Skills
• Strong analytical and negotiating skills
• Ability to work well on a team and focus on results
• Ability to research and resolve problems effectively

Functional/Technical Skills

• Courteous, tactful and assertive interpersonal skills
• Demonstrates effective listening skills
• Data Entry Skills
• Strong analytical and negotiating skills
• Ability to work well on a team and focus on results
• Ability to research and resolve problems effectively
• Good verbal and written communication skills with strong interpersonal skills
• Possess strong problem-solving skills
• Ability to work effectively in a demanding, team-oriented, and fast-paced environment
• Working experience within a call center
• Experience working with Microsoft Windows applications
• Ability to work assigned/flexible hours necessary to complete the job on a weekly basis

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.