Sr. Collections Specialist SPOC (Remote)

First American; Georgia (VT); Remote; USD 10,000 - 60,000; Full time

Job summary

An innovative company is seeking a dedicated customer advocate to join their Loss Mitigation team. This role focuses on providing exceptional support to customers facing challenges with their mortgage loans. You'll engage with clients through welcome calls, guiding them in completing necessary documentation while achieving performance standards. The position requires strong communication skills and a commitment to customer service. Join a forward-thinking organization that values diversity and offers a comprehensive benefits package, including health care and a 401k plan, in a supportive work environment.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k Plan

Paid Time Off

Paid Sick Leave

Employee Stock Purchase Plan

Qualifications

• 1-3 years of experience in collections or loss mitigation.
• Obtain a Mortgage Loan Originator (MLO) license within 120 days.

Responsibilities

• Perform welcome calls and counsel delinquent customers.
• Meet performance standards and provide account updates.

Skills

Customer Service Skills

Communication Skills

Problem-Solving Skills

Attention to Detail

Organizational Skills

Basic Computer Skills

Education

High School Diploma

Some College Preferred

Tools

Black Knight MSP System

Job description

Who We Are

ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac focuses on providing superior technology, products, and services for the mortgage and real estate industries, supported by highly personalized service and support. Through continuous innovation and acquisition, our offerings include personalized solutions that span the mortgage continuum, enhancing security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for nine 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

Acts as the customer-facing advocate between the customer and the Loss Mitigation Group. Manages a group of mortgage loans actively engaged with the Loss Mitigation department, aiming to maximize the customer's successful completion of their workout. Operates according to the Company's Standard Operating Procedures, all government and investor regulations, and aims to achieve customer-facing goals with a focus on quality service and improving the customer experience, without causing unwarranted delays to processes 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, 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 without sacrificing service quality.
6. Develop knowledge of the Company's Standard Operating Procedures, investor loss mitigation options, and legal requirements (FDCPA & CFPB) related to collections, bankruptcies, foreclosures, and repossessions. Stay updated on current requirements and legislation.
7. Regularly update managers on account statuses and special situations.
8. Perform all other duties as assigned or requested by management.

What You'll Bring

1. High School diploma or equivalent.
2. Some college preferred.
3. 1-3 years of related experience in collections and/or loss mitigation.
4. Obtain a Mortgage Loan Originator (MLO) license within the first 120 days of employment and maintain it throughout employment.
5. Knowledge of fundamental concepts, practices, and procedures of the department and field.
6. Good verbal and written communication skills; persuasive and professional communication; good telephone techniques.
7. Knowledge of Black Knight MSP system.
8. Knowledge of CFPB and FDCPA guidelines preferred.
9. Organized and self-motivated with the ability to meet strict deadlines.
10. Strong customer service skills.
11. Attention to detail and accuracy.
12. Ability to work in a team and under pressure.
13. Adaptability to change in a fast-paced environment.
14. Strong numeric, problem-solving, and analytical skills.
15. 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 depends on factors such as 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 authenticity and inclusivity. We encourage you to bring your entire, unique self to work. First American is an equal opportunity employer. Eligibility may include a comprehensive benefits package, including medical, dental, vision, 401k, PTO, paid sick leave, and other benefits like an employee stock purchase plan.