Sr. Collections Specialist SPOC (Remote)

First American; Illinois; Remote; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a motivated individual to join their team as a customer advocate in loss mitigation. This role involves guiding customers through the complexities of mortgage servicing, ensuring they have the support needed to succeed. You'll be part of a people-first culture that values diversity and inclusion, working to enhance customer experiences while adhering to regulatory standards. If you have a passion for helping others and possess strong communication skills, this opportunity offers a chance to make a meaningful impact in the mortgage industry.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k

Paid Time Off

Employee Stock Purchase Plan

Qualifications

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

Responsibilities

• Counsel delinquent customers to complete missing documents.
• Meet performance standards for servicing delinquent accounts.

Skills

Customer Service Skills

Verbal Communication

Written Communication

Problem Solving

Attention to Detail

Organizational Skills

Teamwork

Analytical 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 is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for nine consecutive years. We have also earned awards as a best place to work for women, diversity, and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive 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. Manage a group of mortgage loans actively engaged with the Loss Mitigation department with the goal of maximizing the customer's successful completion of their workout. Operate according to Company's Standard Operating Procedures and all government and investor regulations, as well as achieve all customer-facing goals/objectives with a focus on quality of service and improving the customer experience, without causing unwarranted delays to process or defaults.

HOW YOU'LL CONTRIBUTE

1. Perform welcome calls on all newly assigned files.
2. Counsel and motivate delinquent customers through telephone contact to complete missing documents or items as needed, using professionalism and tact while providing excellent customer service.
3. Provide account updates in system of record for all calls.
4. Meet established performance standards such as Package Completion rates, Meeting ASA requirements, Repayment plan, Trial Plan success, timely completion of customer follow-up on decisions through inbound and outbound telephone contact with customers.
5. Achieve numeric standards for servicing delinquent accounts without sacrificing quality of service.
6. Develop knowledge of the Company's Standard Operating Procedures, investor loss mitigation options, as well as state and federal legal requirements (FDCPA & CFPB) about collections procedures, bankruptcies, foreclosures, and repossessions. Keep abreast of current requirements and changing legislation.
7. Regularly update manager on status of accounts and special situations.
8. All other duties as assigned or as requested by management.

WHAT YOU'LL BRING

1. High School diploma or equivalent
2. Some college preferred
3. 1-3 years of related experience, collections and/or loss mitigation
4. Obtain a Mortgage Loan Originator (MLO) license within the first 120 days of employment and maintain licensure throughout employment
5. Working knowledge of fundamental concepts, practices, and procedures of department and field
6. Good verbal and written communication skills; persuasive and professional communication skills; good telephone techniques
7. Knowledge of Black Knight MSP system
8. Knowledge of Consumer Finance Protection Bureau (CFPB) and Fair Debt Collection Practices Act (FDCPA) guidelines preferred
9. Organized and self-motivated with ability to meet strict deadlines
10. Strong customer service skills
11. Demonstrated ability to provide attention to detail and concern for accuracy and consistency in results
12. Ability to work in a team environment, effectively under pressure
13. Ability to adapt to change in a fast-paced environment
14. A strong numeric aptitude, problem solving and analytical skills
15. Basic computer skills

Salary Range: $20.70 - $27.60 Hourly

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements, and geographic location.

What We Offer

By choice, we don't simply accept individuality - we embrace it, support it, and thrive on it! Our People First Culture celebrates diversity, equity, and inclusion not simply because it's the right thing to do, but also because it's the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term. Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave, and other great benefits like an employee stock purchase plan.