Operate as the single point of contact for all “pre through” post foreclosure activities related to home retention and disposition actions. This is accomplished by using customer service, collections, and loss mitigation skills. Provide excellent customer service to clients, internal and external business partners, and vendors, both over the phone and in writing, following the Perfect Client Experience model. Minimize risk through consistent and accurate application of Bank, investor, insurer and regulatory guidelines in relation to default processes. Provide guidance and direction to assist clients in completing their Mortgage Assistance Application. Notify and educate clients of all Investor /Insurer programs available while informing of the decision process. Complete loan research and notations of the servicing file in Mortgage Servicing Platform (MSP) and auxiliary systems. Monitor and perform frequent follow-up with clients to ensure the best execution of the appropriate workout. Track, resolve and ensure appropriate handling of client complaints by properly logging them in the appropriate system, notating a detailed explanation of the issue and resolution, and correctly routing for reporting purposes. Enhance personal and professional growth through completion of mandatory training courses within the given timeframe, as well as voluntary training and education related to job function or areas of interest. Required Qualifications: High school diploma or equivalent education Strong analytical and organizational skills with great attention to detail Ability to grasp concepts quickly Flexibility to adapt to frequently changing processes and procedures Demonstrated proficiency in basic computer applications, such as Microsoft Office software products Understanding of Call Center telephony and technology. Preferred Qualifications: Previous Mortgage Single Point of Contact Experience Two years of related experience Experience in mortgage, banking, financial risk, audit or compliance Knowledge of basic collection, mortgage servicing and default servicing concepts. This is second shift 11am-8pm with occasional Saturday every few weeks 9am-1pm and some Overtime.
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