SPOC Relationship Manager - Remote Possible

PRIMARY DUTIES/RESPONSIBILITIES:

• Perform welcome calls on all newly assigned files.
• Counsel and motivate delinquent customers through telephone contact to return missing documents or items as needed, using professionalism, tact all while maintaining excellent Customer Service skills.
• Provide thorough, detailed, and accurate account updates in system of record for each call made.
• Meet established performance standards such as (Package Completion rates, Meeting ASA requirements, Repayment plan, Trial Plan success, timely completion of Customer follow up on decisions) through Inbound and Outbound telephone contact with Customers.
• Achieve numeric standards for servicing delinquent accounts without sacrificing quality of service.
• Obtain thorough knowledge of the Company’s Standard Operating Procedures, Investor loss mitigation options, as well as State and Federal legal requirements (FDCPA & CFPB) regarding collections procedures, bankruptcies, foreclosures, and repossessions while keeping abreast of current requirements and changing legislation.
• Regularly update SPOC Manager on status of accounts and special situations.
• Always maintain client / customer focus by taking ownership of all inquiries and proactively following through to resolution.

MINIMUM QUALIFICATIONS:

• High School Diploma or GED required
• 1-3 years Collection and/or Loss Mitigation experience
• Ability to use and/or learn industry related software specific to company and department
• Knowledge of Black Knight MSP system
• Knowledge of Consumer Finance Protection Bureau (CFPB) and Fair Debt Collection Practices Act (FDCPA) guidelines preferred
• Organized and self-motivated with ability to meet strict deadlines
• Persuasive and professional communication skills
• Strong Customer Service soft skill abilities
• Strong verbal and written communication skills and good telephone techniques
• Demonstrated ability to provide attention to detail and concern for accuracy and consistency in results
• Ability to work in a team environment, effectively under pressure
• Ability to adapt to change in a fast-paced environment
• Ability to work with minimal to moderate supervision in a fast-paced environment
• A strong numeric aptitude, problem solving and analytical skills
• Basic computer skills

Selected candidate must obtain a Mortgage Loan Originator (MLO) license within the first 60 days of employment and maintain licensure throughout employment

PREFERRED QUALIFICATIONS:

• Bachelor’s Degree preferred