Loss Mitigation Single Point of Contact Specialist
Ocala, FL Ocala, FL Full-time Full-time $17 - $24 an hour $17 - $24 an hour 8 days ago 8 days ago 8 days ago Essex mortgage is hiring for our Loss Mitigation Single Point of Contact Specialist position to assist our Servicing Department! Job
Summary:
Responsible for serving as a dedicated point of contact and assisting borrowers that are past due on their mortgage account for the Servicing division.
In this role, the Specialist will work directly with borrowers to evaluate their current financial situation and possible retention or liquidation options as mandated by investor and insurer guidelines.
This includes inbound and outbound communication with our borrowers and any other business relationship parties.
Essential Duties:
Be the primary contact for borrowers and approved third parties Strengthens the customer relationship by effectively identifying customer needs, resolving issues and providing a customer experience that creates an exceptional experience 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 loss mitigation options Understanding of Agency, Investor, Client and regulatory loss mitigation guidelines Meet all Daily, Weekly and Monthly call performance targets/metrics (e.
g.
answer time, abandon rate) as set forth by management 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 and service providers (e.
g.
correspondents) 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' SPOC/Loss Mitigation experience is preferred Government Loss Mitigation experience for FHA is preferred Mortgage industry and/or Financial Services experience is a plus Experience in a mortgage servicing system 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 written and verbal 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.
) Job Type:
Full-time Pay:
$17.
00 - $24.
00 per hour
Benefits:
401(k) Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Vision insurance Schedule:
8 hour shift Monday to Friday Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
Summary:
Responsible for serving as a dedicated point of contact and assisting borrowers that are past due on their mortgage account for the Servicing division.
In this role, the Specialist will work directly with borrowers to evaluate their current financial situation and possible retention or liquidation options as mandated by investor and insurer guidelines.
This includes inbound and outbound communication with our borrowers and any other business relationship parties.
Essential Duties:
Be the primary contact for borrowers and approved third parties Strengthens the customer relationship by effectively identifying customer needs, resolving issues and providing a customer experience that creates an exceptional experience 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 loss mitigation options Understanding of Agency, Investor, Client and regulatory loss mitigation guidelines Meet all Daily, Weekly and Monthly call performance targets/metrics (e.
g.
answer time, abandon rate) as set forth by management 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 and service providers (e.
g.
correspondents) 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' SPOC/Loss Mitigation experience is preferred Government Loss Mitigation experience for FHA is preferred Mortgage industry and/or Financial Services experience is a plus Experience in a mortgage servicing system 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 written and verbal 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.
) Job Type:
Full-time Pay:
$17.
00 - $24.
00 per hour
Benefits:
401(k) Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Vision insurance Schedule:
8 hour shift Monday to Friday Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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