SPOC Phone Agent l - Remote

Dovenmuehle Mortgage; Lake Zurich (IL); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading mortgage subservicing firm is seeking a SPOC Phone Agent I to assist borrowers facing difficulties in making payments. This full-time remote position requires excellent customer service skills and accountability for borrower requests. Key responsibilities include acting as a single point of contact, engaging in loss mitigation discussions, and ensuring compliance with applicable regulations. Benefits include medical, dental, and 401(k) plan with company match.

Benefits

Medical, Dental, Vision benefits

401 (K) Plan with company match

Paid Vacation, Sick, Personal days

Qualifications

• MUST be able to operate in a WINDOWS environment.
• Must be able to work in a fast-paced, high-volume area.
• Minimum of one (1) year of experience in loss mitigation or foreclosure preferred.

Responsibilities

• Act as single point of contact for specific borrowers.
• Engage in loss mitigation discussions with borrowers.
• Ensure all activity is properly documented.
• Service delinquent mortgage loan accounts per guidelines.

Skills

Excellent customer service skills (written and verbal)

Strong influencing skills

Organizational and time management skills

Ability to collaborate with various constituents

Education

High School Diploma or equivalent

Tools

MS Word

MS Excel

Job description

Overview

SPOC Phone Agent I

Full time; Nonexempt; 37.5 hours/week; Overtime as required.

Location: Remote, US

Department: Default-Single Point of Contact

Dovenmuehle Mortgage, Inc. ("Dovenmuehle") is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide.

General Description: The objective of the Loss Mitigation Department is to assist borrowers to avoid foreclosure and mitigate the losses of non-performing assets by offering retention or liquidation options based on each borrower’s unique circumstances. Provide a single point of contact to specific customers who are having difficulty making payments; help the customer apply for payment relief programs, and help the customer understand and consider other alternatives to foreclosure. When a mortgage customer, who is or might become delinquent, calls, or is referred for assistance, the SPOC Agent will “own the contact” with the customer from the point of referral through to resolution. Resolution may include return to current payment status, short-term payment plan, loan modification, short sale, deed-in-lieu, or foreclosure. Duties include informing the customer of all options and programs, assisting in gathering all necessary information from customers, advising customer of eligibility for programs and decisions on payment relief requests, and helping customer consider other alternatives to foreclosure if payment relief is not approved.

Essential Functions and Duties

• Act as single point of contact for specific borrowers, while managing them through and/or out of the default process; display a professional, empathetic, customer centric demeanor during all member contact.
• Retain complete accountability for borrower’s requests relative to delinquency process; update all default workstations; ensure all activity is properly notated and documented in appropriate system.
• Engage in loss mitigation discussions and develop workout hierarchy with borrowers when appropriate; determine available solutions in accordance with client guidelines.
• Utilize proper listening and negotiation skills to maintain delinquent loans through repayment agreements, as deemed appropriate by DMI, investors and clients.
• Service delinquent mortgage loan accounts in accordance with client, investor and insurer, regulatory, federal, state, and local guidelines; demonstrate adherence to Fair Debt Collection Practices Act (FDCPA) guidelines.
• Perform in accordance with expectations as set forth in the department’s policies and procedures.
• Ensure that all verbal and written communication to borrowers 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.
• Comply with all state and federal laws and DMI’s Legal and Information Protection requirements.
• Collaborate with various support departments and sub-departments within servicing to identify needs, propose innovative solutions and deliver results while meeting deadlines in a professional manner.
• Escalate issues timely to applicable channels.
• Attend meetings and participate in projects.
• Successfully complete mandatory training requirements and department specific training, as defined by management.
• Successfully complete annual regulatory compliance training.
• Performs other related duties as assigned.

Required Qualifications

• High School Diploma or equivalent required.
• MUST be able to operate in a WINDOWS environment, MS Word and Excel preferred.
• Excellent customer service skills (written and verbal).
• Ability to collaborate with various constituents.
• Strong influencing skills.
• Must be able to work in a fast pace, high volume area.
• Excellent organizational and time management skills.

Preferred/Other Qualifications

• Minimum of one (1) year of experience in loss mitigation, foreclosure or other default related experience preferred.
• Minimum of one (1) year of experience in a call center environment preferred.

Benefits

• Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program and more.
• Employer paid Life Insurance, Short Term Disability, and Long-Term Disability.
• 401 (K) Plan with company match
• Paid Vacation, Sick, Personal and Holidays

Physical Demands and Work Environment

The employee must be comfortable in either an on-site office setting, or a quiet, designated work from home space that is free from distractions and noise. The employee is regularly required to communicate (give/receive) information through multiple methods of communication with clear understanding from others. Must be able to exchange accurate information in these situations.

The employee must be able to remain in a stationary position and/or move about the organization or remote office. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle, or feel and reach. May occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. Employees may be required to type and utilize a computer for long periods of time.

The employee may be required to frequently operate a standard variety of office equipment including computers, calculators, copy machines, computer printers and phones. The noise level, if working on-site, is usually moderate and typical of an office environment.

In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable an employee with a qualified disability to satisfactorily perform the essential functions of the job.