Sr. Collections Specialist SPOC (Remote)

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

Job summary

An established industry player in the mortgage servicing sector seeks dedicated individuals to join their team. This role involves acting as a customer advocate, managing mortgage loans, and ensuring compliance with regulations while enhancing customer satisfaction. Ideal candidates will possess strong communication skills, attention to detail, and a commitment to delivering exceptional service. With a focus on diversity and inclusion, this company offers a supportive environment where you can thrive and make a meaningful impact in the lives of customers. Join a forward-thinking organization that values your unique contributions!

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.
• Ability to obtain and maintain Mortgage Loan Originator license.

Responsibilities

• Perform welcome calls and motivate customers to complete documents.
• Achieve performance standards for servicing delinquent accounts.

Skills

Customer Service Skills

Verbal Communication

Written Communication

Problem-Solving Skills

Attention to Detail

Organizational Skills

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 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 and all government and investor regulations, while achieving customer-facing goals focused on quality of 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 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 the system of record for all calls.
4. Meet established performance standards such as Package Completion rates, Meeting 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 quality of service.
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 legislation.
7. Regularly update the manager 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. Ability to 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; effective telephone techniques
7. Knowledge of Black Knight MSP system
8. Knowledge of CFPB and FDCPA guidelines preferred
9. Organized, 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 environment and under pressure
13. Adaptability to a fast-paced environment
14. Strong numeric, problem-solving, and analytical skills
15. Basic computer skills

Salary Range: $20.70 - $27.60 Hourly

This estimate reflects the base pay range at the time of posting. Pay depends on factors like knowledge, skills, experience, business needs, and location.

What We Offer

We embrace individuality and support diversity, equity, and inclusion, which are key to our success. Our People First Culture fosters an authentic and inclusive workplace for all. You are encouraged to bring your whole, unique self to work. First American is an equal opportunity employer. We offer comprehensive benefits including medical, dental, vision, 401k, PTO, and other benefits like an employee stock purchase plan.