Sr. Collections Specialist SPOC (Remote)

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

Job summary

An innovative company in the mortgage servicing industry is seeking a dedicated individual to join their team. This role focuses on customer advocacy, ensuring clients successfully navigate their mortgage workouts while adhering to regulatory standards. You will engage with customers through calls, providing support and guidance to help them complete necessary documentation. With a commitment to quality service, you'll play a critical role in enhancing the overall customer experience. Join a company that values diversity and inclusivity, offering a supportive work environment and comprehensive benefits. If you're passionate about helping others and thrive in a dynamic setting, this opportunity is for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k Plan

PTO/Sick Leave

Employee Stock Purchase Plan

Qualifications

• 1-3 years of related experience in collections and/or loss mitigation.
• Ability to obtain a Mortgage Loan Originator (MLO) license within 120 days.

Responsibilities

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

Skills

Customer Service Skills

Verbal Communication

Written Communication

Problem-solving Skills

Attention to Detail

Organizational Skills

Analytical Skills

Adaptability

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 of the mortgage servicing industry. ServiceMac is focused 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 across the mortgage continuum that enhance 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 been recognized as a best place to work for women, diversity, and LGBTQ+ employees, and have appeared 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 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 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 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. 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. Effective 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, self-motivated, with the ability to meet strict deadlines.
10. Strong customer service skills.
11. Attention to detail and accuracy.
12. Ability to work effectively in a team and under pressure.
13. Adaptability 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 fosters an authentic and inclusive workplace for all. We encourage you to bring your entire, unique self to work. First American is an equal opportunity employer. Eligible employees may receive a comprehensive benefits package, including medical, dental, vision, 401k, PTO/sick leave, and other benefits like an employee stock purchase plan.