What are the responsibilities and job description for the Mortgage Customer Solutions Specialist I position at Gateway First Bank?
Mortgage Customer Solutions Specialist I JOB SUMMARY:
The Customer Solutions Specialist I is responsible for finding solutions for customers with delinquent mortgage payments by building relationships, gathering information, collecting payments, and outlining clear steps for future solutions. Acts as a single point of contact for an assigned group of borrowers. This position will also educate, inform, and follow up with borrowers throughout the Loss Mitigation life cycle including post modification.
Mortgage Customer Solutions Specialist I ESSENTIAL FUNCTIONS (RESPONSIBILITIES):
- Observes and apply Fair Debt Collections Practices Act (FDCPA) in the conduct of collection activities.
- Gathers and reviews information regarding the customer's financial status and future payment prospects as well as identifies potential collection solution available for each loan.
- Calculates payment solutions in line with the mortgagor's financial capacity and maintains customer records as well as updates account information.
- Establishes strong relationships and acts as a single point of contact to borrowers who are currently delinquent, facing imminent default, is in a confirmed disaster area, or for borrowers who request loss mitigation options.
- Answers inbound calls and makes outbound calls on assigned mortgage accounts to collect required documentation to complete solution package as well as assists the borrower with Loss Mitigation options such as how to apply and status updates.
- Utilizes effective communication skills to ensure borrowers understand the consequences of failing Loss Mitigation programs.
- Monitors the performance of loans which have completed a home retention program for up to six months post plan completion. Will make contact or ensure contact is made when it appears that a borrower is struggling.
- Updates the servicing system to accurately and timely reflect current status of the files.
- Exercises awareness with regard to possible suspicious activity, money laundering or fraudulent behavior and reports any such incidents to the BSA department. Performs all job functions in compliance with all company policies and federal, state, and local laws and regulations as applicable to the position, including, but not limited to BSA/AML, OFAC and GLBA/privacy rules.
- Performs related responsibilities as required or assigned.
Mortgage Customer Solutions Specialist I REQUIRED QUALIFICATIONS:
Knowledge/Skills/Abilities
- Basic knowledge of investor/insurer guidelines and federal regulations.
- Attention to detail, organization, problem solving, and task-oriented skills.
- Proficient in MS Office applications.
- Proficient written and oral communication skills
- Ability to collect and analyze information with attention to detail.
- Ability to manage multiple tasks and computer programs.
- Ability to work in a team environment.
- Ability to work in a call center environment managing personal and team performance metrics.
- Exemplifies the Gateway Values: Stay Growth Oriented, Make a Difference, "Get it Done" Attitude, Be a Team Player, Do the Right Thing.
Equivalent Education/Experience
- High School diploma required.
- 0-2 years of related collections/Loss Mitigation experience.
- Prefer related experience in mortgage banking.
Mortgage Customer Solutions Specialist I SPECIAL JOB DIMENSIONS:
Work involves spending 85% of time calling and responding to customers. Work involves dealing with sensitive confidential information, plus occasional overtime and some travel may be required.
NOTE: The essential job functions and associated qualifications contained in this document describe the general nature and level of the work performed. They are not intended to represent an exhaustive listing or be inclusive of all aspects of the job. The tasks and procedures involved in the performance of the essential job functions may vary from day-to-day. Major changes in areas of responsibility may occur, as directed by management, and will require revision of this job description.
