Position Summary

The Collections / Triage Specialist is responsible for making outbound calls and receiving inbound calls for RoundPoint’s customers who are presently more than 30 days delinquent. 

The Triage Specialist reports to the Triage Supervisor; and must develop strong working relationships with direct reports, key stakeholders, vendors, investors, co-workers, and customers.

Primary Responsibilities

• Determine why customers are delinquent, formulate delinquency resolution strategy with the customer, and establish cash flow, when applicable, through the delinquency resolution process
• Effectively communicate with customers to obtain full understanding of their financial picture and their long-term commitment to resolve the delinquency and maintain their monthly payments
• Accurately identify customers requiring loss mitigation assistance, properly handle the referral process, and thoroughly prepare the customer for the loss mitigation process and requirements
• Take ownership of and demonstrate White Glove Service throughout each customer contact
• Presents oneself as a positive role model to the company and customers
• Document customer account activities thoroughly and concisely
• Make appropriate decisions quickly and effectively
• Required to abide by all applicable regulatory and department practices and procedures
• Incumbent will be responsible for meeting RoundPoint’s commitment to Compliance

Qualifications

Required:

• Computer proficiencies (ablity to learn and navigate new software plus ability to work in Microsoft Office products)
• Ability to apply mathematical concepts and calculations
• Strong oral, written and interpersonal skills, strong customer-service skills including courteous telephone etiquette, and strong negotiation skills with sense of urgency in mind
• Ability to interpret policies and procedures and communicate effectively
• Ability to make decisions and exercise good judgment in a complex and rapidly changing environment
• Capability to adapt to a fast-paced environment and learn and retain new or evolving information and procedures
• Ability to work under stress and pressure and respond to inquiries with tact, diplomacy and patience
• Ability to work in a team environment
• Ability to exercise discretion on sensitive and confidential matters 
• Excellent punctuation, spelling, grammar, and proof-reading skills

Desired:

• 35 wpm keyboarding skills with 95% accuracy
• College degree preferred
• Previous customer service, call center, collections, experience preferred
• Fidelity MSP, a plus

RoundPoint’s Employee Value Proposition:

Grow. Make a difference. Have fun along the way.

Our mission is to serve our homeowners and all of their homeownership needs. We do this by embracing challenges, executing with excellence, and fostering a positive work culture that encourages personal and professional growth. We are on the fast track to becoming the premier marketplace for all things home, and the National Mortgage News and Best Companies Group just named us one of 2019's Best Mortgage Companies to Work For! Without a doubt, RoundPointers are what make this company a great place to work! That’s why we hire individuals who share our core values: Energy, Ethics, Execution, Everyone, and Earn it!

As a RoundPointer, we will empower you to innovate, provide meaningful solutions, set goals and crush them, play hard, and give back to the community! Our secret sauce is our mantra, All In. All Win. Together, we can achieve great things!

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job:

• The employee is regularly required to talk or hear. 
• The employee is required to sit for extended periods of time and is occasionally required to stand and walk. 
• The employee must regularly use hands to finger, handle, or feel objects and is regularly required to reach with hands and arms; the employee may occasionally climb or balance, and stoop, kneel, crouch, or crawl. 
• The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. 
• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. 
• The noise level in the work environment is usually quiet to moderate, and no extreme conditions are present.