Experienced Mortgage Customer Outreach Specialist – Early Stage Default Collections

At arenaflex, we're committed to making a difference in people's lives and uplifting the diverse communities we serve. As a leading financial institution, we're seeking an experienced Mortgage Customer Outreach Specialist to join our team. In this role, you'll play a critical part in collecting on delinquent mortgage loans by initiating contact with consumers in the early stages of default. If you're passionate about delivering exceptional customer service, have a knack for problem-solving, and are committed to upholding the highest standards of compliance, we want to hear from you.

About arenaflex

arenaflex is a financial holding company headquartered in Buffalo, New York, with a network of over 1,000 branches and 2,200 ATMs spanning 12 states from Maine to Virginia and Washington, D.C. For over 165 years, we've strived to take an active role in our communities and build long-lasting relationships with our customers. We're a bank for communities, combining the capabilities of a large bank with the care of a locally focused institution.

Key Responsibilities

As a Mortgage Customer Outreach Specialist, you'll be responsible for:

• Initiating direct contact with consumers in the early stages of default on their mortgage loans
• Collecting consumer financial information, assessing their ability to repay their delinquency, and identifying appropriate solutions
• Arranging repayment plans as necessary and handling inbound calls from various internal departments and consumers
• Communicating all applicable state-specific call compliance requirements on both inbound and outbound calls
• Identifying suspect situations (e.g., fraud, lack of insurance) and investigating exposure, escalating issues to management as needed
• Resolving problematic account situations where appropriate and referring more complex problems to the supervisor
• Maintaining arenaflex internal control standards, including timely implementation of internal and external audit points
• Promoting an environment that supports diversity and reflects the arenaflex brand

Essential Qualifications

* 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

Preferred Qualifications

* Associate's degree

• Collections experience

Skills and Competencies

* Strong problem-solving and analytical skills

• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and meet deadlines
• Strong attention to detail and organizational skills
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to the growth and development of our team members. As a Mortgage Customer Outreach Specialist, you'll have opportunities to:

• Develop your skills and knowledge in collections and customer service
• Work with a diverse team of professionals who share your passion for delivering exceptional customer service
• Participate in ongoing training and development programs to enhance your skills and knowledge
• Take on new challenges and responsibilities as you grow in your career

Work Environment and Company Culture

arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion. We offer a range of benefits and perks, including:

• Competitive pay and benefits package
• 40 hours of paid volunteer time per year
• Comprehensive health and wellness programs
• Opportunities for professional growth and development
• Collaborative and supportive work environment

Compensation and Benefits

The pay range for this position is $18.00 - $28.11 (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation. The range listed above corresponds to our national pay range for this role. The specific pay range applicable to you may vary based on your location.

How to Apply

If you're passionate about delivering exceptional customer service and have a knack for problem-solving, we want to hear from you. Submit your application today and join our team at arenaflex! Apply Job!

Equal Opportunity/Affirmative Action Employer

arenaflex is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans. We have policies and procedures in place to promote a drug-free workplace. If you are unable to apply through this site due to technical issues or need an accommodation to apply, please contact us at [email protected] for assistance. Apply for this job