What are the responsibilities and job description for the Collection Representative position at Convergenz?
11 am – 8 pm CST Monday – Thursday and 8 am cst – 5 pm cst on Friday – (half day on Saturday once a month and will be paid OT)
Position Summary : The primary point of contact for all borrowers who are not engaged in active Loss Mitigation Workout options but are more than one (1) payment past due. Works in a blended call center environment with an emphasis on collections and loss mitigation initiation when customers are unable to make their monthly mortgage payments. Schedule adherence and performance in service levels that include Average Speed of Answer, Abandonment rate and Handle time are monitored. There may be some investor interaction that will require associates to speak to or document his / her ability to influence favorable outcomes when right party contact is made
Essential Duties and Responsibilities : include the following. Other duties may be assigned.
- Collection efforts to assigned portfolio, which also include light skip tracing activities, ensuring there are no dialer exclusions that need to be removed, and making manual outbound calls on loans that can’t be included within a team dialer campaign.
- Inbound calls to perform collections and some customer service activities, while working in a blended call center environment.
- Outbound calls for cash collection purposes and to initiate loss mitigation when cash collection is not possible.
- Performs cursory financial analysis to determine the legitimacy and length of any perceived hardship the borrower is experiencing, which must be well documented.
- Offers short term resolution options via repay and forbearance plans.
- Provides information on all available assistance programs to borrowers experiencing financial hardships.
- Sets up One Time Drafts payments, encourage ongoing ACH payments, and follow up on promise to pays, while maintaining confidentiality.
- Adheres to all daily call and attendance schedules while continuing to meet investor requirements for each loan type.
- Remains current on all Policy & Procedure and investor updates.
- Meets monthly goals as established in the agent scorecard.
- This is not a work from home opportunity.
Qualifications : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The qualified candidate must have :
Competencies : To perform the job successfully, an individual should demonstrate the following :
Adaptability - Adapts to changes in the work environment. Manages competing demands. Changes approach or method to best fit the situation. Able to deal with frequent change delays, or unexpected events.
Business Ethics - Treats people with respect. Keep commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.
Communications - Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written form. Expresses ideas and thoughts in written form. Exhibits good listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication method.
Customer Service - Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
Dependability - Responds to requests for service and assistance. Follows instructions, responds to management direction. Takes responsibility for own actions. Commits to doing the best job possible. Keeps commitments. Meets attendance and punctuality guidelines.
Teamwork - Balances team and individual responsibilities. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Contributes to building a positive team spirit. Puts success of team above own interests.
Education / Experience : High school diploma or general education degree (GED) required. Associate's degree (A. A.) from two-year College preferred. Two years' related experience and / or training required. Call center or related mortgage experience with knowledge of Black Knight products and the various areas of default (e.g. Bankruptcy, Foreclosure, REO, etc.) is preferred. Bi-lingual language is a plus.
