Job description

Job Summary:

Responsible for serving as a dedicated point of contact and assisting borrowers that are past due on their mortgage account for the Servicing division.  In this role, the Specialist will work directly with borrowers to evaluate their current financial situation and possible retention or liquidation options as mandated by investor and insurer guidelines. This includes inbound and outbound communication with our borrowers and any other business relationship parties.

Essential Duties:

• Be the primary contact for borrowers and approved third parties
• Strengthens the customer relationship by effectively identifying customer needs, resolving issues and providing a customer experience that creates an exceptional experience
• Answer borrower calls and verify account information provided through servicing system validation in compliance with all data privacy regulations
• Accurately responds and educates borrowers on loss mitigation options
• Understanding of Agency, Investor, Client and regulatory loss mitigation guidelines
• Meet all Daily, Weekly and Monthly call performance targets/metrics (e.g. answer time, abandon rate) as set forth by management
• Identify borrower’s request/inquiry through effective listening skills
• Maintains borrower records and updates customer account information
• Follow and deliver scripted campaigns to the borrowers for determining proper transfer workflow to appropriate departments
• Maintain quality customer service at all times by following all company established protocols Articulate service options and resolutions to Essex borrowers and service providers (e.g. correspondents)
• Provide pertinent feedback/information to supervisors upon request
• Print and stuff servicing letters
• Administrative duties as assigned
• Perform other duties as assigned

Education and Experience

• Two years’ SPOC/Loss Mitigation experience is preferred
• Government Loss Mitigation experience for FHA is preferred
• Mortgage industry and/or Financial Services experience is a plus
• Experience in a mortgage servicing system is a plus
• Ability to build rapport quickly to convert inquiries into proper transfers to departments/agents for resolution.
• Ability to multitask and effectively manage time.
• Ability to communicate effectively – both in verbal and written form
• Desire to take personal responsibility to complete tasks and solve problems
• High school diploma or its equivalent
• Excellent organizational skills and strong work ethic
• Ability to remain professional even under strenuous situations
• Be able to empathize with a customer and take ownership of an issue

What You’ll Need to be Successful:

• Communication – your strong communication skills allow you to effectively assist other staff and follow up with customer inquires
• Accuracy and Thoroughness – you don’t miss the little things! You have a strong attention to detail and meet productivity standards
• Dependability – we can count on you to exercise personal and professional responsibility and work with limited direction when needed
• Initiative – you undertake self-development activities and seek increased responsibilities, asking for and offering help when needed
• Productivity – you have a proven ability to produce results in a fast-paced environment
• Planning and Organizing – you’re able to prioritize, organize and manage your time effectively
• Service – you promptly respond to requests for service and meet commitments made to customers and other employees
• Judgment and Discretion – you maintain confidentiality of sensitive information and exhibit sound and accurate judgement when making decisions
• Collaboration – you work well with other departments and individuals, maintaining communication needed to keep the workflow going.

Computer and Equipment Skills:

• Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
• Word processing (speed and accuracy)
• Email
• Internet software
• Use typical office equipment (computers, fax, phones, copiers, scanners, projectors, etc.)

REASONING and MENTAL ABILITIES

• Uses critical thinking skills to interpret instructions furnished in written, oral, diagram, or schedule form and analytical reasoning to identify patterns in servicing

PHYSICAL ABILITIES

• Vision (with or without correction) sufficient to read a computer screen at 20 inches and to operate office equipment or a car
• Clear speaking on the telephone and in person; hearing within normal ranges in noise environments typical of office
• Able to sit for long periods of time at computer or other work station and in meetings
• Able to finger and feel in order to use equipment, computers and operate equipment
• Able to lift 10 pounds occasionally unassisted

Essex Mortgage is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, veteran status, disability or any other characteristic protected by law.

Job Type: Full-time