Collections Single Point of Contact, 11AM-8PM EST Shift

Job Description:

• Maintain and manage loans in loss mitigation as part of the SPOC team
• Answer inbound calls; return voicemail, handle escalations, and all other requests within 24 hours of receipt
• Generate outbound phone calls; when contact is made determine reasons for nonpayment and negotiate payment arrangements
• Explain Loss Mitigation and available options
• Accept payments/organize repayment plans
• Participate in Campaign calls and documentation collection-calling campaigns
• Learn the process of FNMA, FHLMC, FHA, VA, GNMA, and private investors
• Interact with clients and internal departments to address/resolve open items
• Interact with Supervisor and Team Lead to ensure best practices are followed and issues are promptly communicated
• Obtain/evaluate information to handle inquiries and complaints promptly and correctly
• Maintain client/customer focus at all times by taking ownership of inquiries and proactively following through to resolution
• Serve as a point of contact for active-duty military with SCRA protection
• Explain the different processes in the collection, loss mitigation, and foreclosure process
• Review loans on MSP, LPS-PM, and AMS to explain to homeowner where they are in the process
• Direct phone calls to the appropriate party when they are beyond the scope of business
• Participate in continuing education via corporate training courses and online training
• All other duties as assigned.

Requirements:

• High School Diploma or equivalent required.
• 2-4 years of experience in mortgage servicing or an equivalent combination of education/experience required
• Proficient in Microsoft Office products (e.g., Word, Excel, Outlook)
• Knowledge of Fair Debt Collection Protection Act
• Excellent written and verbal communication skills
• Ability to learn rules, regulations, and laws to meet state, investor, client, and insurer guidelines
• Strong analytical and problem-solving skills
• Ability to use a dialer system to make/receive phone calls
• Ability to adapt to frequently changing processes and procedures
• Demonstrated ability to provide attention to detail and concern for accuracy/consistency in results
• Ability to work independently and as part of a team
• Ability to multitask and work in a fast-paced environment.

Benefits:

• Optional medical, dental, vision, life, and disability insurance
• Paid holidays, vacation, and sick leave
• Fidelity National Financial matching 401(k) and employee stock purchase plans
• Access to mental health resources, including free Calm memberships
• Discounts on gym memberships, pet insurance, and employee purchasing programs
• Tuition reimbursement program that supports continued education and professional growth.

Apply tot his job Apply To this Job