Sr. Collections Specialist SPOC (Remote)

First American; Fort Mill (SC); Remote; USD 10,000 - 60,000; Full time

Job summary

An established industry player in mortgage servicing is seeking dedicated professionals to join their team. This role focuses on providing exceptional customer service while assisting clients in navigating the loss mitigation process. You will be responsible for making welcome calls, motivating customers to complete necessary documentation, and ensuring compliance with regulations. The company values diversity and offers a supportive workplace culture, along with a competitive salary and comprehensive benefits. If you thrive in a fast-paced environment and are passionate about helping others, this opportunity is perfect for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k

PTO/Sick Leave

Employee Stock Purchase Plan

Qualifications

• 1-3 years of experience in collections or loss mitigation.
• Ability to obtain Mortgage Loan Originator license within 120 days.

Responsibilities

• Perform welcome calls on newly assigned files.
• Counsel delinquent customers to complete missing documents.
• Meet performance standards for servicing delinquent accounts.

Skills

Verbal Communication

Written Communication

Customer Service

Problem-Solving

Analytical Skills

Time Management

Education

High School Diploma

Some College

Tools

Black Knight MSP System

Job description

Who We Are

ServiceMac is a new sub-servicing entity backed by some of the leading practitioners in the mortgage servicing industry. We focus on providing superior technology, products, and services for the mortgage and real estate industries, supported by personalized service and support. Through continuous innovation and acquisition, our offerings include personalized solutions that enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned us numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for ten consecutive years. We have also received awards as a best place to work for women, diversity, and LGBTQ+ employees, and have been featured on more than 50 regional best places to work lists. First American strives to be a great place to work for all.

What We Do

We act as the customer-facing advocate between the customer and the Loss Mitigation Group. Our team manages mortgage loans actively engaged with the Loss Mitigation department, aiming to maximize the customer's successful completion of their workout. We operate according to the Company's Standard Operating Procedures and all government and investor regulations, focusing on quality service and improving the customer experience without causing unwarranted delays or defaults.

How You'll Contribute

1. Perform welcome calls on all newly assigned files.
2. Counsel and motivate delinquent customers via telephone to complete missing documents or items as needed, using professionalism and tact while providing excellent customer service.
3. Provide account updates in the system of record for all calls.
4. Meet established performance standards such as Package Completion rates, ASA requirements, Repayment plan, Trial Plan success, and timely follow-up on customer decisions through inbound and outbound calls.
5. Achieve numeric standards for servicing delinquent accounts while maintaining quality of service.
6. Develop knowledge of the Company's SOPs, investor loss mitigation options, and legal requirements (FDCPA & CFPB) related to collections, bankruptcies, foreclosures, and repossessions. Stay updated on current legislation.
7. Regularly update managers on account status and special situations.
8. Perform all other duties as assigned or requested by management.

What You'll Bring

1. High School diploma or equivalent; some college preferred.
2. 1-3 years of related experience in collections and/or loss mitigation.
3. Ability to obtain a Mortgage Loan Originator (MLO) license within the first 120 days and maintain it.
4. Knowledge of fundamental concepts, practices, and procedures of the department and field.
5. Strong verbal and written communication skills, including persuasive and professional communication and good telephone techniques.
6. Knowledge of Black Knight MSP system.
7. Familiarity with CFPB and FDCPA guidelines (preferred).
8. Organized, self-motivated, with the ability to meet strict deadlines.
9. Excellent customer service skills and attention to detail.
10. Ability to work effectively under pressure and in a team environment.
11. Adaptability to change in a fast-paced environment.
12. Strong numeric, problem-solving, and analytical skills.
13. Basic computer skills.

Salary Range

$20.70 - $27.60 Hourly

This range is an estimate of the base pay at the time of posting. Pay is determined by factors including knowledge, skills, experience, business needs, and location.

What We Offer

We embrace individuality and support diversity, equity, and inclusion as key to our success. Our People First Culture celebrates authentic and inclusive workplaces where you are encouraged to bring your full self to work. First American is an equal opportunity employer. We offer a comprehensive benefits package, including medical, dental, vision, 401k, PTO/sick leave, and other benefits like an employee stock purchase plan.