Sr. Collections Specialist SPOC (Remote)

First American; Orlando (FL); Remote; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking dedicated individuals to join their customer service team, focusing on loss mitigation and collections. This role emphasizes delivering exceptional service while guiding customers through the mortgage process. With a strong commitment to diversity and inclusion, the company fosters a supportive environment where employees can thrive. You'll be part of a dynamic team, ensuring customers receive the assistance they need to navigate their financial challenges. If you're passionate about helping others and have a knack for problem-solving, this opportunity is perfect for you.

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.
• Ability to obtain a Mortgage Loan Originator license within 120 days.

Responsibilities

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

Skills

Customer Service Skills

Communication Skills

Problem-Solving Skills

Attention to Detail

Organizational 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 is focused 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 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 been recognized 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 strives to be a great place to work for all.

What We Do

We act as the customer-facing advocate between the customer and the Loss Mitigation Group. Our role involves managing 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. We operate according to the Company's Standard Operating Procedures and all government and investor regulations, aiming to achieve customer-facing goals/objectives with a focus on quality service and improving the 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 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 laws and regulations.
7. Regularly update managers on account status 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. Working knowledge of department practices and procedures
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 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 in a fast-paced environment
14. Numerical aptitude, 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

Our People First Culture celebrates diversity, equity, and inclusion, recognizing that embracing individuality is key to our success. We foster an authentic and inclusive workplace for all. You are encouraged to bring your full, unique self to work. 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.