Hybrid Early Stage Collections Specialist, I

Early Stage Collections Specialist I

Key Responsibilities

• Counsel borrowers on methods for bringing their loan current and/or exploring alternative solutions.
• Contact borrowers in the early stages (1-59 days) of the delinquency cycle and negotiate payment arrangements.
• Thoroughly review borrower’s current financial situation and offer additional options.
• Provide support to inbound Customer Service on high inbound volume days.
• Perform all duties in accordance with company policies and procedures, and all US state and federal laws and regulations.
• Evaluate and determine borrower’s ability to pay and collect appropriate financial information in a courteous and professional manner, striving for first-call resolution and in compliance with all applicable regulations.
• Counsel borrowers on their options through education of alternative solutions.
• Contact 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 & Tech Stack

• Aspect Dialer

Qualifications

• 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.
• Bilingual English/Spanish is a plus, potentially adding $1.50 per hour.