Dovenmuehle

Customer Support

• Responsible for answering inbound calls from borrowers, third parties, and clients, answering questions, and performing loan maintenance requests.
• Maintain availability to answer inbound calls daily, answering various and complex inquiries concerning all aspects of loan servicing, and handling escalated issues from junior staff.
• Appropriately refer inquiries and research requests to the applicable department or staff member.
• Verify and change account information, process, and forward documentation requests to various internal departments, perform and request research on tax and insurance issues, process loan payments, resolve and explain billing issues, and verify tax and insurance disbursements.
• Document all activity timely and accurately in appropriate databases.
• Represent "Private Label" clients by using organizational names accurately when interacting with their customers.
• Comply with the Code of Conduct and successfully completes annual regulatory training requirements.
• Perform other related duties as assigned.

Customer Service Representative

Counselor

• Point of contact for delinquent accounts for collections activities.
• Answer high volume of inbound calls and/or generate high volume of outbound calls to delinquent borrowers.
• Resolve delinquent accounts by demanding and collecting the full amount due, establishing repayment plans, or proceeding with hardship assistance as appropriate.
• Counsel borrowers on options for meeting payment obligations, explain terms, and arrange repayment plans based on department procedures.
• Discuss financial status, review monthly income and expenses, and determine reason for non-payment.
• Offer Loss Mitigation assistance and explain options and processes in detail when appropriate.
• Demonstrate accurate knowledge and strict application of federal regulations and collection laws (FDCPA).
• Follow all company and department policies and procedures and utilize proper protocols for borrowers, clients, state, and federal regulations.
• Maintain and document mortgage collection systems and databases with all activities and communications.
• Process mortgage loan payments in accordance with established guidelines.
• Consistently meet or exceed monthly goals and complete annual regulatory compliance training.
• Additional duties as assigned.

Collection Counselor

Auditor

• Actively participate on the state examination team responsible for managing state examinations and other regulatory audits.
• Analyze data, processes and controls.
• Identify improvement opportunities.
• Prepare work papers.
• Assist in the preparation of reports to communicate the results and recommendations to management.
• Develop positive working relationships throughout the organization.
• Develop understanding and knowledge of the mortgage industry and Dovenmuehle to help identify risks and opportunities.
• Actively participate in identifying process improvement opportunities.
• Successfully complete annual regulatory compliance training.
• Perform other related duties as assigned.

Exam Compliance Auditor/Coordinator

• Point of contact for delinquent accounts for collections activities; Answer high volume of inbound calls and/or generate high volume of outbound calls to delinquent borrowers; Resolve delinquent accounts by collecting payments, establishing payment plans, or proceeding with hardship assistance; Counsel borrowers on options, explain terms, and arrange repayment plans; Discuss financial status, review income and expenses, determine reason for non-payment; Offer Loss Mitigation assistance and explain options; Demonstrate knowledge and application of federal regulations and collection laws (FDCPA); Follow company and department policies and procedures; Maintain and document mortgage collection systems and databases; Process mortgage loan payments; Meet or exceed monthly goals; Complete annual regulatory compliance training; Additional duties as assigned

QA Engineer

• Provide supervisory support and leadership to department by monitoring and prioritizing workflow, escalated or complex issues, and serving as an expert on the services and procedures of the department
• Coordinate and monitor distribution of workflow to maximize productivity, handle overflow and understaffed areas
• Identify and communicate to management issues concerning staffing, workflow, clients, procedures
• Participate in interviewing candidates, train new employees, mentor and share development opportunities
• Work with management to set productivity goals; evaluate employee productivity against department standards
• Monitor employee work for professionalism, knowledge, competency and compliance with regulatory requirements
• Coach and counsel employees and participate in annual review process as assigned
• Assist managers with attendance tracking, payroll administration, and other HR-related administrative tasks
• Prepare and submit departmental and monthly client reports to management
• Review quality control data and address/correct any deficiencies; update QC checklists and procedure handbooks
• Hold team meetings, perform weekly 1-on-1s, oversee IM chats, handle escalations and serve as backup to Assistant Manager
• Assist and oversee special projects, transfers, conversions, and process improvement initiatives

Supervisor II – Quality Assurance

Administration

• Responsible for all aspects of servicing commercial loans.
• Review and research open tax and insurance issues.
• Track and review escrow advances.
• Perform mass and off schedule escrow analysis.
• Handle loss draft proceeds and escrow holdback funds.
• Monitor balloon; maturing, and matured loans.
• Procure and track Financial Statement requests.
• Set up and track loans in Foreclosure Monitor-Only Status.
• Handle and distribute incoming mail to applicable staff members.
• Work Commercial Proxies by reviewing requests and opening appropriate tasks.
• Verify and QC tasks performed by colleagues.\u00a0
• Compile weekly, monthly, and quarterly reports for clients and internal audiences.
• Monitor and process suspense funds.
• Accurate and timely input and processing of various loans
• Promptly and professionally respond to inquiries via incoming and outgoing calls.
• Prepare and distribute daily, weekly, monthly internal reports as required.
• Maintain and increase knowledge, as applicable, of current practices, procedures, and policies.\u00a0
• Maintain performance standards.\u00a0
• Act as a backup for Commercial Loan Administrator II and III as necessary.
• Successfully complete annual regulatory compliance training.
• Additional duties as assigned.