Collections Agent responsible for making and receiving calls regarding client accounts and product updates. Engaging with customers to resolve issues and improve account retention.
About the role
- Bilingual Collections Specialist negotiating payments for borrowers in the early stages of delinquency. Collaborating with customers to offer financial solutions and managing account inquiries with compliance to regulations.
Responsibilities
- Evaluates and helps determine the borrower’s ability to pay, and collects appropriate financial information in a courteous and professional manner, striving for first-call resolution and in compliance with all applicable regulations.
- Counsels borrowers on their options through education of alternative solutions.
- Contacts borrowers, utilizing an automated dialing system (Aspect Dialer) for both inbound and outbound calls.
- Provide alternatives to borrowers who demonstrate the ability and or inability to pay, by educating them on repayment plans, loan modifications, short sales, Deed in Lieu of Foreclosure, and/or possible refinancing.
- Negotiate reasonable payment arrangements with borrowers, initiate and explain required documents to complete a borrower “Request for Mortgage Assistance” package in compliance with department policies and procedures.
- May function as the single point of contact for a borrower.
- May need to escalate borrowers to a licensed Loss Mitigation associate for specific workout details.
- Provide status on payments and payoff inquiries; verify payment history and new servicer contact information; process payments.
- Assist with loan servicing website payments, denied access, password resets.
- Respond to escrow, loss draft and closing document inquiries.
- Provide status on a wide variety of servicing functions including payment/credit disputes, escrow refunds/shortage, loss draft, short sale, Deed in Lieu of Foreclosure, modification/refinance requests, repayment plans, and additional mortgages activities.
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.
Benefits
- Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.
- Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
- Customized training programs to help you advance your career.
- Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.
- Educational Reimbursement.
- Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: __carringtoncf.org.__
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