Collector II

Essential Functions:  

• Answer high volume of inbound calls from and/or generate high volume of outbound calls to delinquent borrowers
• Resolve delinquent accounts by demanding and collecting the full amount due, establish a solid plan with the borrower to bring the loan current, or proceed with hardship assistance as appropriate
• Counsel borrowers on options for meeting their payment obligations, explain terms, and arrange repayment plans based on the department’s procedures
• Discuss financial status, review monthly income and expenses and determine the reason for non-payment
• Document mortgage collection systems with all activities and communications
• Send Notice of Defaults (NODs) to customers when required
• Offer Loss Mitigation assistance when appropriate, explain options and processes in detail 
• Demonstrate accurate knowledge and strict application of federal regulations and collection laws (FDCPA)
• Skip trace accounts when identified or submitted by the Collections Supervisor or Collections Director.  The Skip Trace task is preformed using various free websites such as; Reverse Search, White pages, Anywho.com etc. 
• Process mortgage payments in accordance with established guidelines
• Follow all company and departmental policies and procedures
• Utilize proper protocol for borrowers, clients, state and federal regulations, as well as best practices
• Follow up on calls and emails to customers and clients as needed for the resolution or clarification of issues.
• Consistently meet or exceed monthly goals
• Be flexible with their time and schedule in order to meet the needs of the business
• Perform other duties that may be assigned by supervisor

Minimum Qualifications:  

• High School diploma or equivalent
• Solid PC skills
• Analytical and problem-solving skills and attention to detail
• Communication skills with demonstrated ability to interact in a positive and professional manner at all times with all levels of both internal and external audiences
• Ability to negotiate with others and demonstrate assertiveness and empathy when necessary to obtain favorable resolutions
• Ability to understand and explain financial matters, details of modifications /deferrals/ extensions and foreclosures/replevins in terms of the affected audience’s understanding
• Knowledge of Billing and Collections procedures
• Must be goal oriented
• At least 1 year of telephone customer contact experience
• Ability to present a professional image to customers, coworkers and external contacts
• Excellent verbal and written skills to communicate and negotiate with parties
• Ability to prioritize multiple tasks and work well under deadlines
• Knowledge of federal regulations and the Fair Debt Collection Practices Act
• Patience and ability to manage stress
• MSP experience is a plus
• High school diploma or GED

Physical Demand:  

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. 
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
• Must be able to talk, listen and speak clearly on telephone

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.