What are the responsibilities and job description for the COLLECTIONS REPRESENTATIVE position at Amerinational Community Services LLC?

Primary Position Objective :

As an Collections Representative, you will service loans in a full Spectrum portfolio ranging in days past due of 17-120 days past due. Performing outbound borrower outreach to as well as taking inbound calls to collect payments on past due accounts, and negotiating workout plans to resolve delinquency. Present Loss Mitigation Application and discuss Loss Mitigation Waterfall. Field calls for the Loss Mitigation Team, including updates on Loss Mitigation Applications, provide information on Missing items, and Breach loans where the Demand has been sent. Complete Tasks that pertain to Collections for borrower outreach. Provide call handling for FHA loans including Inbound and outbound calls. Provide Back up for Customer Service Calls. You will process check by phone and exception payments (such as forbearance), research payment histories, and offer solutions to borrowers. Provide basic information on Escrow, Taxes, Insurance.

Requirements

Major Duties & Responsibilities :

Complete collection call queues within the assigned timeframe.
Negotiate workout plans.
Handle high volume of incoming and outgoing collection calls.
Perform Collector functions as needed by the department, including Inbound call volume, Dialer responsibilities, Queue calls and tasks, fielding calls for other Default teams and practice one call resolution.
Achieve and surpass department KPI's for Call Handling time, Quality Assurance, call volume.
Process check-by-phone requests received from borrowers.
Process exception payments.
Timely response to borrower inquiries, both verbal and written and according to RESPA guidelines.
Review financials.
Review unapplied balances weekly.
Knowledge of financial assistance programs available to assist borrowers and discussing programs at the company local, client, state, and federal assistance.
Clear documentation of Call-in notes including pertinent information included in standard call.
Compliance with Quality Assurance, State and Federal regulations, company policies and procedures
Identify Stops and Flags on loans to address proper call handling.
Knowledge of multi call handling expectations from various Clients.
Provide loss mitigation assistance applications to borrowers.
Review status of loans in Loss Mitigation and provide status to borrowers of application.
Perform SPOC-related activities to keep borrowers up to date on progress of loss mitigation and provide foreclosure prevention alternatives serving as single points of contact for borrower Follow up with other departments.

Supervisory Requirements :

None

Additional Expectations :

Provide a professional example, accuracy, and consistency in work performance.

Maintain a high level of integrity and respect and strong work ethic.

Participates and is an active team member by assisting others, demonstrating flexibility, and participating in team huddles and contests.

Communicate openly and freely in a courteous manner.

Have a solution rather than a problem to resolve issues promptly.

Keep management informed of pertinent information.

Demonstrate a strong work ethic and commitment to doing the right thing including borrowers, clients, company, and team. Maintains the quality and integrity of the services provided by the department.

Goal oriented and supports the overall goals of the Company and that services are delivered professionally and efficiently.

Create an atmosphere within the organization that attains and maintains a high level of morale and embraces our Vision-Mission-Values and our Goals and Objectives "VMVGO".

Embrace change without resistance and adapt quickly, however do provide feedback when necessary.

Agility and adaptability to overcome obstacles presented on a day-to-day basis.

Have a can-do attitude.

Independent Judgement :

The Collection Specialist will thoroughly understand department requirements and guidelines to properly assist borrowers.

Requirements & Qualifications :

A minimum of one year collection experience is preferred.

High School Diploma.

Ability to write routine reports and correspondence.

Ability to effectively present information and respond to questions from borrowers, clients, and managers.

Ability to solve practical problems and deal with a variety of situations.

Basic operation of all general office equipment.

Excellent accuracy and attention to detail.

Intermediate skills are required in Excel, Word, and Outlook.

Must be able to multi-task in a fast-paced environment.

Must have excellent written and oral skills to effectively communicate professionally with clients, borrowers, and staff of various levels.

Excellent organizational and follow-up skills with the ability to prioritize.

Thorough understanding of FDCPA and CFPB.

Bilingual (English and Spanish) a plus but not required.

Physical Requirements :

Talking - Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Hearing - Able to hear average or normal conversations and receive ordinary information.

Repetitive Motion - Movements frequently and regularly required using the wrists, hands, and / or fingers.

Vision - Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.

Physical Strength - Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

This description has been designed to indicate the general nature and level of work performed by an employee in this position. The actual duties, responsibilities and qualifications may vary in the future based on new or revised work assigned to this position.

AmeriNat offers a competitive benefits package including 401k; performance incentives; paid medical, life and long-term disability; dental; PTO and holiday pay as well as opportunities for advancement. Dress code is business casual (jeans allowed) and occasional business attire required.

AmeriNat will consider qualified applicants in a manner consistent with local "Fair Chance" ordinances. AmeriNat is an Equal Opportunity Employer.

Salary Description

22.00 - $26.65 / hr

Salary : $22 - $27

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