Bilingual Collections Counselor I

Full time; Non-Exempt 37.5 hours/week; Overtime as required.

Location; Lake Zurich, IL, US

Department: Collections

Dovenmuehle Mortgage, Inc. (“Dovenmuehle”) is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide.

General Description:

Point of contact for delinquent accounts for collections activities.

Essential Functions and Duties:

• 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 department procedures.
• Discuss financial status, review monthly income and expenses, and determine reason for non-payment.
• Offer Loss Mitigation assistance, and if appropriate, explain options and processes in detail.
• Demonstrate accurate knowledge and strict application of federal regulations and collection laws (FDCPA).
• Follow all company and department policies and procedures.
• Utilize proper protocol for borrowers, clients, state, and federal regulations, as well as best practices.
• Maintain and document mortgage collection systems and databases with all activities and communications.
• Process mortgage loan payments in accordance with established guidelines.
• Consistently meet or exceed monthly goals.
• Reconcile accounts with misapplied payments.
• Successfully complete annual regulatory compliance training.
• Performs other related duties as assigned.

Required Qualifications:

• High School diploma or equivalent
• Solid PC skills: Microsoft applications and loan servicing platforms
• Analytical and problem-solving skills and attention to detail
• Communication skills with demonstrated ability to always interact in a positive and professional manner 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, and foreclosures in terms affected audiences understand.
• Bilingual in Spanish - must pass bilingual certification.

Preferred/Other Qualifications:

• Knowledge of loan servicing software/systems
• Collection experience
• Call center experience.

Physical Demands and Work Environment:

The employee must be comfortable in either an on-site office setting, or a quiet, designated work from home space that is free from distractions and noise. The employee is regularly required to communicate (give/receive) information through multiple methods of communication with clear understanding from others. Must be able to exchange accurate information in these situations.

The employee must be able to remain in a stationary position and or move about the organization or remote office. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle, or feel and reach. May occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. Employees may be required to type and utilize a computer for long periods of time.

The employee may be required to frequently operate a standard variety of office equipment including computers, calculators, copy machine, computer printer and phones. The noise level, if working on-site, is usually moderate and typical of an office environment.

In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable an employee with a qualified disability to satisfactorily perform the essential functions of the job.