What are the responsibilities and job description for the Customer Solutions Specialist - Collections M-F 8-5 position at Gateway First Bank?
Jenks, OK - Mortgage Customer Solutions Specialist I (Collections) opportunity at Gateway First Bank! We have a deep appreciation for our customers, and when our mortgage customers fall on hard times our solutions-driven Default team is eager to create a game plan to get them to a more peaceful place. Candidates will love interacting with customers via phone and enjoy a Mon – Fri 8 am – 5 pm schedule!
Along with an excellent working environment GFB offers world-class benefits such as:
- 0 copay on brand name and generic meds
- Company contribution to HSA
- $600 wellness credit on premium per year
- LegalShield & IDShield
- Tuition Reimbursement
- Nationwide Pet Insurance
Mortgage Customer Solutions Specialist I JOB SUMMARY:
The Customer Solutions Specialist I is responsible for finding solutions for customers with delinquent mortgage payments by building relationships, gathering information, collecting payments, and outlining clear steps for future solutions. Acts as a single point of contact for an assigned group of borrowers. This position will also educate, inform, and follow up with borrowers throughout the Loss Mitigation life cycle including post modification.
Mortgage Customer Solutions Specialist I ESSENTIAL FUNCTIONS (RESPONSIBILITIES):
* Observes and apply Fair Debt Collections Practices Act (FDCPA) in the conduct of collection activities.
* Gathers and reviews information regarding the customer's financial status and future payment prospects as well as identifies potential collection solution available for each loan.
* Calculates payment solutions in line with the mortgagor's financial capacity and maintains customer records as well as updates account information.
* Establishes strong relationships and acts as a single point of contact to borrowers who are currently delinquent, facing imminent default, is in a confirmed disaster area, or for borrowers who request loss mitigation options.
* Answers inbound calls and makes outbound calls on assigned mortgage accounts to collect required documentation to complete solution package as well as assists the borrower with Loss Mitigation options such as how to apply and status updates.
* Utilizes effective communication skills to ensure borrowers understand the consequences of failing Loss Mitigation programs.
* Monitors the performance of loans which have completed a home retention program for up to six months post plan completion. Will make contact or ensure contact is made when it appears that a borrower is struggling.
* Updates the servicing system to accurately and timely reflect current status of the files.
* Exercises awareness with regard to possible suspicious activity, money laundering or fraudulent behavior and reports any such incidents to the BSA department. Performs all job functions in compliance with all company policies and federal, state, and local laws and regulations as applicable to the position, including, but not limited to BSA/AML, OFAC and GLBA/privacy rules.
* Performs related responsibilities as required or assigned.