Sr. Collections Specialist SPOC (Remote)

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

Job summary

An established industry player in mortgage servicing seeks dedicated individuals to join their team. In this role, you will act as a customer advocate, assisting clients in navigating their mortgage challenges while ensuring compliance with regulations. Your contributions will directly impact customer satisfaction and success in loss mitigation efforts. The company prides itself on a people-first culture, offering a supportive environment and comprehensive benefits. If you have a passion for helping others and thrive in a dynamic setting, this opportunity is perfect for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k Plan

Paid Time Off

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

Verbal Communication

Written Communication

Problem-Solving

Analytical Skills

Organizational Skills

Teamwork

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 in the mortgage servicing industry. We focus 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 spectrum, enhancing security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned us 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 over 50 regional best workplaces 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 portfolio of mortgage loans actively engaged with the Loss Mitigation department, aiming to maximize the customer's successful completion of their workout. We operate according to the Company's Standard Operating Procedures, all government and investor regulations, and 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 via telephone 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 and Trial Plans success, and timely follow-up on customer decisions through inbound and outbound calls.
5. Achieve standards for servicing delinquent accounts without compromising service quality.
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; some college preferred.
2. 1-3 years of related experience in collections and/or loss mitigation.
3. Ability to obtain a Mortgage Loan Originator (MLO) license within 120 days of employment and maintain it.
4. Knowledge of fundamental department and field practices and procedures.
5. Excellent verbal and written communication skills, including persuasive and professional telephone techniques.
6. Knowledge of Black Knight MSP system.
7. Understanding of CFPB and FDCPA guidelines (preferred).
8. Organized, self-motivated, with the ability to meet strict deadlines.
9. Strong customer service skills and attention to detail.
10. Ability to work effectively in a team and under pressure.
11. Adaptability to a fast-paced environment.
12. Strong numeric aptitude, problem-solving, and analytical skills.
13. Basic computer skills.

Salary Range: $20.70 - $27.60 Hourly

This range is an estimate of the base pay for this position 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 encourages you to bring your entire, 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.