Job Title: Mortgage Customer Outreach Specialist – Early Stage Default Collections
Job Description:
About arenaflex
At arenaflex, we're dedicated to providing exceptional financial services to our customers, and we're seeking a highly skilled Mortgage Customer Outreach Specialist to join our team. As a leading financial institution, we're committed to helping our customers achieve their financial goals while maintaining a strong commitment to compliance and regulatory requirements.Job Summary
We're looking for a talented and experienced Mortgage Customer Outreach Specialist to join our team in Cadillac, Michigan. As a key member of our collections team, you'll be responsible for initiating contact with consumers in the early stages of default on their mortgage loans, with the goal of collecting past due payments while maintaining compliance with all state and federal laws and regulations.Primary Responsibilities
As a Mortgage Customer Outreach Specialist, you'll be responsible for:- Initiating contact with consumers in the earliest stages of default on their mortgage loans, with the goal of collecting past due payments while maintaining compliance with all state and federal laws and regulations.
- Collecting consumer financial information, assessing consumer's ability to repay their delinquency, identifying appropriate solutions, and arranging repayment plans as necessary.
- Handling inbound calls from various internal departments and consumers concerning all mortgage loan products in the early stages of delinquency.
- Communicating all applicable state-specific call compliance requirements on both inbound and outbound calls received/made.
- Identifying suspect situations (e.g., fraud, lack of insurance) and investigating exposure, escalating issues to management along with recommendation of appropriate course of action.
- Identifying and resolving problematic account situations where appropriate, referring more complex problems to the supervisor. Understanding the workflow necessary for account maintenance/corrections.
- Adhering to applicable compliance/operational risk controls in accordance with arenaflex or regulatory standards and policies.
- Maintaining arenaflex internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
- Promoting an environment that supports diversity and reflects the arenaflex brand.
- Completing other related duties as assigned.
Scope of Responsibilities
As a Mortgage Customer Outreach Specialist, you'll be responsible for initiating direct contact with consumers, which may involve:- Phone calls to consumers in the early stages of default on their mortgage loans.
- Communicating with consumers to understand their financial situation and identify potential solutions.
- Working with consumers to develop and implement repayment plans.
- Collaborating with internal departments to resolve account issues.
Education and Experience Required
To be successful in this role, you'll need:- A combined 2 years' higher education and/or relevant work experience.
- Ability to communicate effectively and professionally over the phone.
- Excellent communication and customer service skills.
- Proficiency with word processing and spreadsheet software.
Education and Experience Preferred
While not required, we prefer candidates with:- An Associate's degree.
- Collections experience.
Skills and Competencies
To succeed in this role, you'll need:- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Ability to work in a fast-paced environment and meet deadlines.
- Proficiency with Microsoft Office and other software applications.
- Knowledge of regulatory requirements and compliance standards.
Career Growth Opportunities and Learning Benefits
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Mortgage Customer Outreach Specialist, you'll have opportunities to:- Develop your skills and knowledge in collections and customer service.
- Work with a talented team of professionals who are passionate about delivering exceptional customer service.
- Participate in ongoing training and development programs to stay up-to-date on industry trends and best practices.
- Take on new challenges and responsibilities as you grow and develop in your career.
Work Environment and Company Culture
At arenaflex, we're committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. As a Mortgage Customer Outreach Specialist, you'll have the opportunity to:- Work in a dynamic and fast-paced environment with a talented team of professionals.
- Enjoy a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
- Participate in ongoing training and development programs to stay up-to-date on industry trends and best practices.
- Take advantage of our employee recognition and reward programs to recognize and reward your hard work and dedication.