Collections Single Point of Contact (SPOC)-Remote 11AM-8PM EST Shift

Overview We are seeking to fill the role of Single Point of Contact. The ideal candidate enjoys collaborating with clients, industry partners and internal teams to maximize outcomes for homeowners. Responsibilities - Maintain and manage loans in loss mitigation as part of the SPOC team - Answer inbound calls; return voicemail, handle escalations, and all other requests within 24 hours of receipt - Generate outbound phone calls; when contact is made determine reasons for nonpayment and negotiate payment arrangements - Explain Loss Mitigation and available options - Accept payments/organize repayment plans - Participate in Campaign calls and documentation collection-calling campaigns - Learn the process of FNMA, FHLMC, FHA, VA, GNMA, and private investors - Interact with clients and internal departments to address/resolve open items - Interact with Supervisor and Team Lead to ensure best practices are followed and issues are promptly communicated - Obtain/evaluate information to handle inquiries and complaints promptly and correctly - Maintain client/customer focus at all times by taking ownership of inquiries and proactively following through to resolution - Serve as a point of contact for active-duty military with SCRA protection - Explain the different processes in the collection, loss mitigation, and foreclosure process - Review loans on MSP, LPS-PM, and AMS to explain to homeowner where they are in the process - Direct phone calls to the appropriate party when they are beyond the scope of business - Participate in continuing education via corporate training courses and online training - All other duties as assigned. Qualifications - High School Diploma or equivalent required. - 2-4 years of experience in mortgage servicing or an equivalent combination of education/experience required - Proficient in Microsoft Office products (e.g., Word, Excel, Outlook) - Knowledge of Fair Debt Collection Protection Act - Excellent written and verbal co