Job Information: Mortgage Servicing Collections Call Center Counselor Job

External hires and Rehires are eligible for a $2000.00 Sign-On Bonus for the shifts indicated.

Position is located at 801 John Barrow Road Suite 1 in Little Rock, Arkansas.

One year of previous collections experience is preferred.

Position has two shifts available. Shifts are Monday through Friday 10 am to 7 pm or 11 am to 8 pm.

SUMMARY: The Mortgage Servicing Collections Call Center Counselor will initiate contact with customers regarding their delinquent mortgage accounts through a telephone contact system. The incumbent will evaluate the customers’ financial circumstances early to determine appropriate action necessary to resolve the delinquency. The Mortgage Servicing Collections Call Center Counselor must maintain records of all actions taken.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Telephone customers and discuss the circumstances causing the delinquent status of their account. May accept inbound customer calls for various reasons such as responding to outbound calls or transferred calls from other departments.
Work with customers to resolve the delinquent status of their accounts by establishing whether the delinquency is a short term or long term problem. Discuss financial arrangements and/or loss mitigation options to resolve the delinquency.
May request applicable loss mitigation assistance packages or complete over the phone financials to determine eligibility for a repayment plan.
Inform the customer of potential legal actions and offer financial counseling.
As applicable, provide customers and authorized third parties with updates and feedback on loss mitigation requests in process. Coordinate with or refer to the Loss Mitigation Customer Relations department and/or lead when appropriate.
Respond to customers’ questions, correct errors, and resolve customer disputes, coordinating with or referring to other departments or a Lead if necessary and/or appropriate.
Review bank records and mortgage transactions to resolve misapplied payments, researching account transactions to ensure that payments are properly credited. Follow-up with customers. May evaluate payments being made on delinquent accounts and determine if payment is acceptable for posting.
Document all collection actions taken, such as details of telephone conversations, letters mailed, etc. Maintain any system coding necessary to identify alerts or special messages regarding delinquent accounts. Update the follow-up dates and reason(s) for default.
Provide customers with payment histories, ACH authorization forms, authorization forms for third parties, copies of letters, etc. as needed or requested.
Stay informed of the requirements and details of the loss mitigation assistance programs outlined by the investors and insurers. Cross train in other areas of mortgage servicing as needed. Coordinate/complete company defined continued education/training requirements annually.
Work with and maintain positive relations with borrowers, investors, outside vendors, realtors, bank associates, attorneys and others. Discuss sensitive personal financial circumstances in a frank, yet tactful, manner.
Understand and comply with bank policy, laws, regulations, and the bank’s BSA/AML Program, as applicable to your job duties. This includes, but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.


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