Experienced Mortgage Customer Service Advisor – Loss Mitigation and Default Servicing Expert

At arenaflex, we're passionate about delivering exceptional customer experiences and empowering our employees to grow and thrive in their careers. As a leading financial institution, we're committed to helping our customers achieve their financial goals, and we're seeking a highly skilled and dedicated Mortgage Customer Service Advisor to join our team.

About arenaflex

arenaflex is a dynamic and innovative financial institution that has been voted as one of the top places to work in Oklahoma since 2009. We're a learning organization that takes pride in offering exciting opportunities for employees to grow and follow their passions. Our team is comprised of friendly, talented, and inspiring individuals who are dedicated to delivering exceptional customer experiences and making a positive impact in our community.

The Role

As a Mortgage Customer Service Advisor, you will be the single point of contact for current and delinquent borrowers, providing them with a direct point of contact to assist them through the loan servicing process. You will be responsible for assessing, resolving, and executing appropriate workout solutions for customers in default or imminent danger of default. Your primary goal will be to provide exceptional customer service, ensuring that our customers feel valued, respected, and supported throughout the loan servicing process.

Key Responsibilities

* Provide high-level empathy and sensitivity when communicating difficult, life-impacting solutions to customers

• Cross-collaborate with inter-department teams and other business lines to resolve customer issues and maintain a sense of urgency
• Review borrower information and submit it to underwriting for loss mitigation applications
• Foster a positive team and working environment
• Communicate effectively with a diverse population of borrowers
• Handle all situations in a professional, ethical manner
• Escalate special situations or problems as necessary
• Consistently meet quality control, adherence, and data integrity standards utilizing required systems
• Contact borrowers to provide accurate information on loss mitigation options, collection of sensitive borrower income documentation, and applicable loss mitigation deadlines
• Assist borrowers with making payments, negotiating payment arrangements, and setting up payment plans
• Provide guidance and assistance to borrowers with completing workout package documents

Abilities and Skills

* Customer-centric focus with the ability to analyze and make decisions for complex borrower requests

• Knowledge of consumer banking, mortgage loans, credit bureaus, real estate, and income calculations
• Ability to work under pressure and meet deadlines
• Ability to evaluate situations and make appropriate business decisions
• Ability to manage multiple and/or conflicting responsibilities
• Ability to work well with others and build rapport in business situations
• Ability to promote the appropriate company image and maintain a professional attitude
• Excellent computer skills with strong knowledge of email and Microsoft Office
• Strong verbal and written communication skills
• Exceptional organizational and time management skills
• Problem-solving skills
• Attention to detail and ability to identify potential issues

Education and/or Work Experience Requirements

* College graduate preferred or equivalent experience in a related field

• 1-2 years of experience in banking, consumer lending operations, or customer service
• Helpful to have default servicing, collections, loss mitigation experience with understanding of modifications, FDCPA, UDAAP, FFIEC regulatory guidance

Work Environment and Culture

* Work in a contact center environment, wearing a headset

• Collaborate with a diverse team of professionals to deliver exceptional customer experiences
• Participate in ongoing training and development opportunities to enhance skills and knowledge
• Enjoy a dynamic and supportive work environment that encourages growth and innovation

Compensation, Perks, and Benefits

* Competitive salary and benefits package

• Opportunities for career growth and advancement
• Ongoing training and development opportunities
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to our online application portal. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. We do not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, or any other characteristic protected by law.

Accommodations for Applicants with Disabilities

If you are unable to complete an application or respond to a job opening because of a disability, please email us at [email protected] for assistance. We are committed to providing reasonable accommodations to applicants with disabilities and will work with you to ensure that you have an equal opportunity to participate in the hiring process. Apply for this job