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BILINGUAL REQUIRED - English/Spanish
Must Live in Illinois
Must be able to work the evening shift 1:00pm-9:30pm and one Saturday a month (8:00am-4:00pm)
General Description:
Point of contact for delinquent accounts for collections activities.
Essential Functions and Duties:
1. Answer high volume of inbound/outbound calls from and/or generate high volume of outbound calls to delinquent borrowers
2. 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
3. Counsel borrowers on options for meeting their payment obligations, explain terms, and arrange repayment plans based on department procedures
4. Discuss financial status, review monthly income and expenses, and determine reason for non-payment
5. Offer Loss Mitigation assistance, when appropriate, explain options and processes in detail
6. Demonstrate accurate knowledge and strict application of federal regulations and collection laws (FDCPA)
7. Follow all company and department policies and procedures.
8. Utilize proper protocol, for borrowers, clients, state and federal regulations, as well as best practices
9. Maintain and document mortgage collection systems and databases with all activities and communications
10. Process mortgage loan payments in accordance with established guidelines
11. Consistently monthly goals
Additional Duties:
1. Reconcile accounts with misapplied payments.
2. Successfully complete annual regulatory compliance training.
3. Additional duties as assigned.
Required Qualifications:
1. High School diploma or equivalent
2. Solid PC skills: Microsoft applications and loan servicing platforms
3. Analytical and problem-solving skills and attention to detail
4. Communication skills with demonstrated ability to interact in a positive and professional manner at all times with all levels of both internal and external audiences
5. Ability to negotiate with others and demonstrate assertiveness and empathy when necessary to obtain favorable resolutions
6. Ability to understand and explain financial matters, details of modifications, and foreclosures in terms affected audiences understand
Preferred/Other Qualifications :
1. Knowledge of loan servicing software/systems
2. Collection experience
3. Call center experience
Physical Demands and Work Environment:
The employee is regularly required to communicate (give/receive information) through multiple methods of communication. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle or feel and reach with hands and arms. The employee may occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. The noise level is usually moderate and typical of an office environment. The employee may be required to use a variety of standard office equipment, including computer keyboards and monitors, phones, printers, etc.
In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable a qualified individual with a disability to satisfactorily perform the essential functions of the job.
Job Type: Full-time
Pay: From $19.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Work Location: Remote
