Servicing Representative

RESPONSIBILITIES:

• Negotiate payment arrangements with borrowers, including offering suggestions as to how they can meet their obligations, propose alternative payment methods, and establish payment procedures.

· Contact borrowers regarding their past due accounts via telephone or email and take payments over the phone

• Reduce delinquency for both assigned accounts and total portfolio.
• Perform investigative activities to determine the whereabouts of customers through database searches and system records (Skip-Tracing)
• Maintain satisfactory work efforts on multiple queues based on specified requirements.
• Respond to customer requests, both internal and external, regarding account status and servicing issues
• Process payments and returns as necessary.
• Document daily transactions and work cohesively with accounting.
• Comply with all company policies, procedures and the Fair Debt Collection Practices Act (FDCPA)
• Provide excellent customer service to customers.

· Maintain borrower account information in system of record

· Partner with other internal departments to address and resolve borrower inquiries or concerns

· Validate loan documentation to ensure highest level of accuracy

• Meet or exceed defined department goals and metrics.
• Other duties as assigned.

QUALIFICATIONS/REQUIREMENTS:

• 1-3 years of collections experience, preferably in the mortgage industry
• Track record of over-achievement
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters.
• Ability to multi-task, prioritize and manage time effectively.
• Effective communication and negotiation skills.
• Exceptional problem solving and persuasive skills.

· Sense of urgency

· Time management

• Fluency in Spanish preferred (not required)
• High school diploma or equivalent.

Job Type: Full-time

Pay: $22.00 - $24.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Ability to Commute:

• Lake Forest, CA 92630 (Required)

Work Location: In person

Salary : $22 - $24