Collections Counselor

Job Description

Job Summary:

Position is on-site only (Ocala, FL).

Responsible for collecting payments for the Servicing division along with general servicing duties. This includes communication with our borrowers in a collection call center environment along with office admin/clerical duties. 

Essential Duties:

• Inbound and outbound calls to collect payments
• Strengthens the customer relationship by effectively identifying customer needs, resolving issues and providing a customer experience that creates an exceptional experience
• Meet all Daily, Weekly and Monthly call performance targets/metrics (e.g. answer time, abandon rate) as set forth by management
• Answer borrower calls and verify account information provided through servicing system validation in compliance with all data privacy regulations
• Accurately responds and educates borrowers on inbound service inquiries
• Identify borrower’s request/inquiry through effective listening skills
• Maintains borrower records and updates customer account information
• Follow and deliver scripted campaigns to the borrowers for determining proper transfer workflow to appropriate departments
• Maintain quality customer service at all times by following all company established protocols Articulate service options and resolutions to Essex borrowers
• Provide pertinent feedback/information to supervisors upon request
• Print and stuff servicing letters
• Administrative duties as assigned
• Perform other duties as assigned

Education and Experience

• Two years’ collections experience in collection call center is preferred
• Mortgage industry and/or Financial Services experience is a plus
• Experience on a mortgage servicing platform is a plus
• Ability to build rapport quickly to convert inquiries into proper transfers to departments/agents for resolution
• Bilingual skills are a plus
• Ability to handle high volume of phone calls
• Ability to multitask and effectively manage time
• Ability to communicate effectively – both in verbal and written form
• Desire to take personal responsibility to complete tasks and solve problems
• High school diploma or its equivalent
• Excellent organizational skills and strong work ethic
• Ability to remain professional even under strenuous situations
• Be able to empathize with a customer and take ownership of an issue

Computer and Equipment Skills

• Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
• Word processing (speed and accuracy)
• Email
• Internet software
• Use typical office equipment (computers, fax, phones, copiers, scanners, projectors, etc.)

Physical Requirement:

• Vision (with or without correction) sufficient to read a computer screen and to operate office equipment
• Clear speaking voice on the telephone, in person, and recorded
• Hearing within normal ranges in noise environments typical of office
• Able to sit for long periods of time at computer or other work-station and in meetings
• Able to use computers and operate equipment
• Able to lift 10 pounds occasionally unassisted

EEO Statement: As part of our dedication to the diversity of our workforce, Essex Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.

Qualifications