Sr. Collections Specialist SPOC (Remote)

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

Job summary

Join a forward-thinking company that values diversity and inclusion, where you'll play a vital role in supporting customers through the Loss Mitigation process. This position focuses on helping delinquent customers navigate their options, ensuring a smooth experience while adhering to industry regulations. With a strong emphasis on customer service and communication, you'll work in a dynamic environment that celebrates individuality and fosters professional growth. If you're passionate about making a difference and thrive under pressure, this is the perfect opportunity for you!

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k

Paid Time Off

Paid Sick Leave

Employee Stock Purchase Plan

Qualifications

• 1-3 years of experience in collections or loss mitigation.
• Ability to obtain a Mortgage Loan Originator (MLO) license.

Responsibilities

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

Skills

Verbal Communication

Written Communication

Customer Service

Problem-Solving

Attention to Detail

Organizational Skills

Negotiation Skills

Education

High School Diploma

Some College

Tools

Black Knight MSP

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 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 are 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 successful customer workout completion. Operates according to the Company's Standard Operating Procedures, all government and investor regulations, and strives to meet customer-facing goals with a focus on quality service and customer experience, while avoiding unwarranted delays 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, using professionalism and tact, while providing excellent customer service.
3. Provide account updates in the system of record for all calls.
4. Meet performance standards such as Package Completion rates, ASA requirements, Repayment plan success, and timely customer follow-up 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 SOPs, investor loss mitigation options, and legal requirements (FDCPA & CFPB) regarding collections, bankruptcies, foreclosures, and repossessions. Stay updated on current legislation.
7. Regularly update management 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 120 days and maintain it
5. Knowledge of department practices and procedures
6. Excellent verbal and written communication skills, with persuasive and professional telephone techniques
7. Knowledge of Black Knight MSP system
8. Understanding of CFPB and FDCPA guidelines (preferred)
9. Organized, self-motivated, and able to meet deadlines
10. Strong customer service skills
11. Attention to detail and accuracy
12. Ability to work effectively under pressure in a team environment
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 range is an estimate at the time of posting and pay is based on 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 authenticity and inclusivity. First American is an equal opportunity employer. We offer a comprehensive benefits package including medical, dental, vision, 401k, PTO, paid sick leave, and other benefits like an employee stock purchase plan.