Mortgage Servicing Professional (MSP), Collections - 1/6/25
Cenlar

The Mortgage Servicing Professional (MSP), Collections is responsible for handling mortgage servicing of early stage collections calls (< 45 days past due) in a blended auto-dialer environment (inbound and outbound), efficiently, professionally and in a courteous, friendly manner. These positions are responsible for executing excellent listening, problem resolution and communication skills (verbal/written).

Responsibilities:

• Handles all levels of mortgage collections inquiries (i.e. processing payments, setting up repayment plans, and delinquency negotiation for curing the delinquency)
• Responsible for managing delinquent loans in the 5-44 day delinquency range.
• Researches and resolves customer inquiries and Level 1 complaints via the phone, with a focus on providing first call resolution.
• Monitors the status of delinquent accounts
• Initiates collection actions by notifying account holders and cosigners of delinquent status
• Ability to work in a fast paced, structured environment adhering to key performance metrics with high emphasis on quality and productivity
• Promotes products and services with focus on customer satisfaction and retention
• Responsible for working to meet individual, team, and departmental goals for service level agreements and client satisfaction on a daily basis
• Collaborates with internal resources to provide solutions to customers
• Responsible for identifying process improvements in daily duties
• May be Responsible for working specialized products/campaigns
• Completes other duties and projects as assigned by the supervisor/manager
• Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar's reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Interface:

• External - Mortgagors, Real estate Agents, Title Insurance Representatives, Investors, Clients
• Internal - All internal departments throughout the company, primary focus on servicing areas: Customer Service, Client Relations, Cash Management, Payoffs, Default, Insurance, Tax, Special Products, Exception Processing

Qualifications:

• High school degree or GED required
• Associate's degree and/or combination of post-secondary education and experience is a plus
• 2+ years of experience in the mortgage servicing industry and/or collections call center environment
• General mortgage banking knowledge preferred
• Meet performance metric requirements for a minimum of 12 months (including tasks)
• Strong work ethic including strict adherence to work schedule times and deadlines
• Flexibility and ability to adapt to change quickly
• Ability to work with all levels of management
• Strong interpersonal relationship skills
• Strong written and verbal communication skills
• Excellent listening skills
• Strong problem resolution skills
• Must be able to work nights and weekends; variable schedule(s) as necessary
• Candidates will be assessed based on relevant skills and experience

It is critical that you have an understanding of the following:

• Requirements under Telephone Consumer Protection Act, specifically Exemptions and Other Provisions
• Requirements under FDCPA Fair Debt and Collections Practices Act
• Requirements under Regulation E (Electronic Funds Transfer Act), specifically, Coverage, Initial Disclosures and Preauthorized Transfers
• Requirements under Regulation Z (Truth in Lending Act), specifically Prohibited Acts or Practices and Certain Requirements for Credit Secured by a Dwelling
• Requirements under Regulation X (Real Estate Settlement Procedures Act), specifically Mortgage Servicing Transfers
• Requirements under Regulation V (Fair Credit Reporting Act), specifically Reasonable Policies and Procedures Concerning the Accuracy and Integrity Furnished Information
• Requirements under the Service member Civil Relief Act, specifically Notification of Being Called for Active Duty
• Requirements under Flood Disaster Protection Act

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