[Hiring] Collection Counselor I @Dovenmuehle Mortgage, Inc.

Role Description

Point of contact for delinquent accounts for collections activities.

Schedule: Monday - Friday 10:00am-7:00pm, rotating Saturdays (7-11:30am/11:30-4pm)

• 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.
• Additional duties as assigned.

Qualifications

• 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.

Requirements

• Knowledge of loan servicing software/systems.
• Collection experience.
• Call center experience.
• Bilingual in Spanish - must pass bilingual certification.

Benefits

• Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program and more.
• Employer paid Life Insurance, Short Term Disability, and Long-Term Disability.
• 401 (K) Plan with company match.
• Paid Vacation, Sick, Personal and Holidays.

Physical Demands and Work Environment

• The employee must be comfortable in either an on-site office setting, or a quiet, designated work from home space that is free from distractions and noise.
• The employee is regularly required to communicate (give/receive) information through multiple methods of communication with clear understanding from others.
• The employee must be able to remain in a stationary position and/or move about the organization or remote office.
• 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.
• May occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs.
• Employees may be required to type and utilize a computer for long periods of time.
• The employee may be required to frequently operate a standard variety of office equipment including computers, calculators, copy machines, computer printers and phones.
• The noise level, if working on-site, is usually moderate and typical of an office environment.
• 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 an employee with a qualified disability to satisfactorily perform the essential functions of the job.