Dovenmuehle

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 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

Collection Counselor

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.