SPOC Phone Agent

SPOC Phone Agent I

Full time; Nonexempt; 37.5 hours/week; overtime as required

Lake Zurich, IL, US

Department:

Default Single Point of Contact

General Description:

Provide a single point of contact to specific customers who are having difficulty making payments; help the customer apply for payment relief programs, and help the customer understand and consider other alternatives to foreclosure. When a mortgage customer, who is or might become delinquent, calls or is referred for assistance, the SPOC Agent will own contact with the customer from the point of referral through to resolution. Resolution may include return to current payment status, short-term payment plan, loan modification, short sale, deed-in-lieu, or foreclosure. Duties include informing the customer of all options and programs, assist in the gathering all necessary information from customer, advising customer of eligibility for programs and decisions on payment relief requests, and helping customer consider other alternatives to foreclosure if payment relief is not approved. Reports to Supervisor/Manager.

Responsibilities - Include, but are not limited to:

• Act as single point of contact for specific borrowers, while managing them through and/or out of the default process; display a professional, empathetic, customer centric demeanor during all member contact.
• Retain complete accountability for borrower’s requests relative to delinquency process; update all default workstations; ensure all activity is properly notated and documented in appropriate system.
• Engage in loss mitigation discussions and develop workout hierarchy with borrowers when appropriate; determine available solutions in accordance with client guidelines.
• Utilize proper listening and negotiation skills to maintain delinquent loans through repayment agreements, as deemed appropriate by DMI, investors and clients.
• Service delinquent mortgage loan accounts in accordance with client, investor and insurer, regulatory, federal, state, and local guidelines; demonstrate adherence to Fair Debt Collection Practices Act (FDCPA) guidelines.
• Perform in accordance with expectations as set forth in department’s policies and procedures.
• Ensure that all verbal and written communication to borrower and authorized third parties is in a manner that is simple to understand, empathetic to the borrowers’ financial situation, professional, and represents a strong breadth of knowledge.
• Complies with all state and federal laws and DMI’s Legal and Information Protection requirements.

· Collaborates with various support departments and sub-departments within servicing to identify needs, propose innovative solutions and deliver results while meeting deadlines in a professional manner.

· Escalates issues timely to applicable channels.

· Attend meetings and participates in projects.

· Successfully completes mandatory training requirements and department specific training, as defined by management

· Successfully complete annual regulatory compliance training.

· Additional duties as assigned.

Required Qualifications:

· High School Diploma or equivalent required.

· MUST be able to operate in a WINDOWS environment, MS Word, Excel preferred.

· Excellent customer service skills (written and verbal).

· Ability to collaborate with various constituents.

· Strong influencing skills.

· Must be able to work in a fast pace, high volume area.

· Excellent organizational and time management skills

Preferred Qualifications:

· Minimum of one (1) year of experience in loss mitigation, foreclosure or other default related experience preferred.

· Minimum of one (1) year of experience in call center environment preferred.

Physical Demands and Work Environment:

· The employee is regularly required to communicate (give/receive information) through multiple methods of communication. 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 with hands and arms. The employee may occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. The noise level is usually moderate and typical of an office environment. The employee may be required to use a variety of standard office equipment, including computer keyboards and monitors, phones, printers, etc.

· 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 a qualified individual with a disability to satisfactorily perform the essential functions of the job.

Job Type: Full-time

Pay: $17.50 - $19.25 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance
• Work from home

Experience level:

• Under 1 year

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Work Location: Remote

Salary : $18 - $19