Customer support specialist at Atento, focusing on negotiating telecommunication service debts. Role includes hybrid/in - person training and customer engagement in São Caetano do Sul.
About the role
- Early Stage Collections Specialist counseling borrowers on mortgage loan solutions and alternatives. Working in a hybrid schedule while supporting customer service needs for Carrington Mortgage Services.
Responsibilities
- Explains detailed mortgage loan information to borrowers including the HUD Waterfall, mortgage loan information and loan workout and modification options to borrowers.
- 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; review short sale requests; provide vendor information on Real Estate Owned (REO) properties; 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, vendors for REO properties, vendors for REO properties, modification/refinance requests, repayment plans, and additional mortgages activities.
- Perform other duties as assigned.
Requirements
- Knowledgeable of investor hierarchies for loss mitigation options.
- Knowledge of or ability to learn requirements of the Fair Debt Collection Practices Act.
- Knowledge of relevant and industry-specific computer software packages.
- Strong verbal communication skills – ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.
- Basic to Intermediate math skills (i.e., add, subtract, multiply, and divide and to record, balance, and check results for accuracy).
- Ability to understand basic collection issues and to collaborate and explore alternative solutions.
- Ability to apply state, federal and company requirements and make proper decisions.
- Ability to organize thoughts and ideas into understandable terminology.
- Negotiation skills that allow the Early Stage Collections Specialist to control the call and come to a proper resolution for both the company and the borrower.
- High school diploma or equivalent work experience.
- One (1) year collections experience in a customer service/call center environment and /or loan servicing experience.
- A minimum of one (1) year of 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.
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