Senior Commissions Collections Analyst
Hotel Engine
Swift
Late-Stage Collections Specialist I
CarringtonCrisp
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $22 per hour
Job Level
Mid-LevelSenior
About the role
- Counsel borrowers on methods to bring loans current and explore alternative solutions.
- Explain detailed mortgage loan information to borrowers including HUD Waterfall, loan workout and modification options.
- Evaluate borrower ability to pay and collect appropriate financial information in a courteous and professional manner.
- Strive for first-call resolution while complying with applicable regulations.
- Contact borrowers using an automated dialing system (Aspect Dialer) for inbound and outbound calls and conduct manual outbound calls.
- Provide alternatives such as loan modifications, short sales, Deed in Lieu of Foreclosure, and possible refinancing.
- Negotiate reasonable payment arrangements and assemble Request for Mortgage Assistance packages per department policies.
- Function as single point of contact for borrowers when needed and escalate to licensed Loss Mitigation associates for specific workout details.
- Provide status on payments, payoff inquiries, short sale requests, REO vendor information, payment history, and new servicer contact information.
- Process payments and assist with loan servicing website payments, denied access, and password resets.
- Respond to escrow, loss draft and closing document inquiries.
- Provide status on loss draft, short sale, Deed in Lieu, modification/refinance requests, payment/credit disputes, escrow refunds, repayment plans, and down payments on foreclosure pending mortgages.
- Apply and learn relevant regulations such as the Fair Debt Collection Practices Act and use industry-specific software.
- Communicate clearly with borrowers and internal teams; organize information for understandable decisions.
Requirements
- High school diploma or equivalent work experience.
- Less than one (1) year collections experience in a customer service/call center environment and/or loan servicing experience.
- Experience in the Banking, Mortgage/Loan Servicing industries preferred.
- Ability to explain detailed mortgage loan information including HUD Waterfall and loan workout/modification options.
- Ability to evaluate borrower ability to pay and collect appropriate financial information.
- Experience using automated dialing systems (Aspect Dialer) for inbound and outbound calls and manual outbound calls.
- Ability to offer loan modifications, short sales, Deed in Lieu of Foreclosure, and refinancing options.
- Ability to assemble and provide required documents for a Request for Mortgage Assistance package and negotiate payment arrangements.
- May need to escalate to licensed Loss Mitigation associate for specific workout details.
- Knowledge of or ability to learn Fair Debt Collection Practices Act requirements.
- Knowledge of relevant industry-specific computer software packages.
- Strong verbal communication skills.
- Basic to intermediate math skills (add, subtract, multiply, divide, record and balance results).
- Ability to apply state, federal and company requirements and make proper decisions.
- Ability to organize thoughts and ideas into understandable terminology.
- Spanish bilingual skill set preferred (adds $1.50/hr).
