Point of contact for delinquent accounts for collections activities
Answer high volume of inbound calls from and/or generate high volume of outbound calls to delinquent borrowers
Resolve delinquent accounts by demanding and collecting the full amount due, establish a solid plan with the borrower to bring the loan current, or proceed with hardship assistance as appropriate
Counsel borrowers on options for meeting their 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 if appropriate, explain options and processes in detail
Demonstrate accurate knowledge and strict application of federal regulations and collection laws (FDCPA)
Follow all company and department policies and procedures
Utilize proper protocols, for borrowers, clients, state, and federal regulations, as well as best practices
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
Successfully complete annual regulatory compliance training

High School diploma or equivalent
Solid PC skills: Microsoft applications and loan servicing platforms
1-2 years collection experience/customer service experience
Analytical and problem-solving skills and attention to detail
Effective communication skills with demonstrated ability to always interact in a positive and professional manner with all levels of both internal and external audiences
Ability to negotiate with others and demonstrate assertiveness and empathy when necessary to obtain favorable resolutions
Ability to understand and explain financial matters, details of modifications, and foreclosures in terms affected audiences understand.

Collection Counselor – SPOC

Key skills