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Cenlar - Tempe, AZ
posted 2 months ago
Full-time
Tempe, AZ
About the position
The Mortgage Servicing Professional (MSP), Collections Sr. is responsible for managing early-stage collections calls for mortgage servicing, specifically for accounts that are less than 45 days past due. This role requires efficient handling of inquiries, payments, and repayment plans in a blended auto-dialer environment, ensuring high-quality customer service and adherence to compliance standards.
Responsibilities
- Handles all levels of mortgage collections inquiries processing payments, setting up repayment plans, and delinquency negotiation for curing the delinquency
- Responsible for managing delinquent loans in the 5-44 day delinquency range
- Ability to handle complex collections inquiries
- Researches and resolves customer inquiries and Level 1 complaints via the phone, with a focus on providing first call resolution
- Monitors the status of delinquent accounts
- Initiates collection actions by notifying account holders and cosigners of delinquent status
- Ability to work in a fast paced, structured environment adhering to key performance metrics with high emphasis on quality and productivity
- Promotes products and services with focus on customer satisfaction and retention
- Responsible for working to meet individual, team, and departmental goals for service level and client satisfaction
- Collaborates with internal resources to provide solutions to customers
- Serves as a mentor to new hires
- Responsible for identifying process improvements in daily duties
- Completes other duties and projects as assigned by the supervisor/manager
- Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk.
Requirements
- High school degree or GED required
- Bachelor's degree preferred and/or combination of higher level education and relevant experience is a plus
- Minimum of 3+ years of experience in the mortgage servicing industry and/or collections call center environment
- Loan servicing knowledge
- Meet performance metric requirements for a minimum of 12 months (including tasks)
- Successful completion of leadership courses
- Strong work ethic including strict adherence to work schedule times and deadlines
- Flexibility and ability to adapt to change quickly
- Ability to work with all levels of management
- Strong interpersonal relationship skills
- Strong written and verbal communication skills
- Excellent listening skills
- Strong problem resolution skills
- Must be able to work nights and weekends; variable schedule(s) as necessary
