Collections Lead

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to serving the homeowner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Collections Lead plays an important role in the organization by performing a variety of activities directly related to the company’s loan counseling functions. The role is primarily responsible, under moderate supervision, for working with homeowners to determine the best possible method to address early defaults using a variety of collections and workout solutions. He or she contacts borrowers to assess their current financial situation, assess issues, and identify workout options. This role is also responsible for providing functional direction to Collections Agents.

Compensation

This role is a non-exempt position with a targeted salary range of $24.23/hour to $33.39/hour.

Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.

Essential Functions

• Assess reason(s) for delinquency and evaluate homeowner’s finances in order to recommend optimal workout solutions.
• Obtain documentation to ensure workout solution matches criteria for hardship and financial capability in accordance with investor and insurer guidelines.
• Participate in outbound dialer campaigns and comply with agreed upon telephone standards, investor rules and regulations, compliance criteria, internal policies and guidelines, and best practices.
• Seek coaching and feedback obtained from live and taped call monitoring activities to increase effectiveness.
• Escalate calls as needed and when requested.
• Demonstrate patience and professionalism when interacting with consumers via phone, email, or letter.
• Participate in training and adapt to changes in industry regulations and processes.
• Coordinate pulling previous and current day data phone reports.
• Update spreadsheets pertaining to phone reports; rint spreadsheets and email data to staff.
• Track all requested foreclosure fee requests, via Excel, provide quote in TDA8 notes.
• Perform daily follow up with Foreclosure Tech, as necessary.
• Update system when foreclosure fees are received.
• Alert agent requesting fees to make outbound call to h/o to provide information.
• Provide 401K letters to homeowners needing to request a distribution or loan from their retirement plan.
• Provide liaison support with outside departments, requesting outbound calls to customers for information/assistance (inter-department requests).
• Assist in the operation/monitor of the Cameo dialer.
• Support management in the training of staff, as well as coach existing staff on floor.
• Perform initial training of new hires.
• Assist Supervisor with Coaching and Development of Team members.
• Assist in managing Department Abandonment rate.
• First point of contact for team questions.
• Attends department management meetings and provides input to improve department processes.
• Supports Supervisor and Manager department decisions.
• Takes personal accountability to ensure/reflect cohesiveness and togetherness of the management team in front of department staff.
• Perform other duties, as assigned.

Qualifications

• High School Diploma or equivalent, required.
• Minimum three years total work experience in consumer relations/customer service positions in a high volume call center. Prior experience in loan counseling or related loss mitigation position required.
• Excellent interpersonal communication skills required.
• Working knowledge of conventional mortgage loans, including overall processes and inter-relationships.
• Working knowledge of regulatory requirements related to federal and state debt collection laws, Federal Bankruptcy and credit Laws.
• Ability to work in a sometimes emotionally demanding role that requires patience, professionalism and sensitivity while interacting with consumers experiencing financial and emotional stress.
• Highly organized and detail oriented; ability to work in a fast-paced, metrics-driven environment required.
• Intermediate math skills required.
• Proficiency with basic internet searches, data entry, Microsoft Word, Excel and Outlook required.
• Familiarity with document retention software; Blitzdoc preferred.
• 10-key by touch strongly preferred.
• Excellent verba