Customer Resolution Specialist

Description

Walking into the Servbank office you instantly feel the energy of our team. The bright and colorful space creates a casual happy environment. The connection you feel from the smiling faces and team comradery will make you feel right at home.

This Mortgage Collections Representative role provides:

• $19.38 + the Potential of up to $1,500 in monthly bonuses
• Bilingual: $19.88 + the Potential of up to $1,500 in monthly bonuses
• 3 weeks of vacation your first year
• PLUS sick pay, and health benefits that kick in within 30 days
• PLUS our internal promotion process within 6 months provides room to GROW!

Mortgage Collections Representative will have skills and techniques relative to the collection and loss mitigation of past-due residential mortgage loans, for the purpose of reducing delinquency. At Servbank, it is important to understand each borrower’s personal situation and make appropriate recommendations and arrangements to avoid future defaults, while educating the borrower on the process of a delinquent loan. All employees are expected to provide quality customer service and maintain high ethical standards when serving our clients.

About Servbank

As one of the nation’s Top 10 subservicing providers, we are putting the “service” back into subservicing by offering the winning combination of People + Technology. Our people are dedicated professionals with industry experience, who are committed to providing superior customer service and personalized support for our clients. Our innovative technology gives you fully transparent, 100% accessible, on-demand view of your portfolio. Servbank is a full-service subservicer, with a diverse portfolio and quality products and services, who is dedicated to our partners’ success. Grow happiness with us and drive your business forward.

We take pride in being an innovative, autonomous, customer-service focused, and tech-oriented company. By living our Core Values of People Matter, Inspiring Leadership, Strength of Character and Rock Solid Service, we have created a culture of excellence that strives to provide the one thing that all of our customers seek: The Perfect Customer experience!

Requirements

Duties and Responsibilities:

• Using MSP workstations, you will manage your time wisely working your individual queue of delinquent loans, with ageing ranging from Pre30 days past due through 120+ days past due.
• Negotiate payment arrangements, keeping our borrowers in their homes and keeping loans from turning into 30+ days past-due.
• Maintaining an open line of communication with the borrower(s) after payment is received, allowing for early intervention and preempting future delinquencies.
• Utilize all available skip tracing tools to locate borrower whose current contact information is inaccurate.
• Manage inbound and outbound calling queues via automated calling system.

Experience and Skills

• Minimum 2 years of experience in a call center collection/customer service/mortgage servicing operations position
• Excellent oral and written communication skills
• Microsoft Office proficiency (Word processing and spreadsheets, data entry, PC input, etc.)
• Familiarity with Investors’ and PMI practices
• Residential and consumer product knowledge
• Loan servicing knowledge (investor, escrow, payoff, cashiering, ARM, etc.)
• Strong negotiating skills
• Ability to work independently
• Goal oriented
• Knowledge of CHFA/FHA, GNMA, FNMA, FHLMC, MI, and various other investor/insurer loss mitigation requirements.

EEO Statement:

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.