Consumer Single Point of Contact (SPOC) Mortgage Servicing

The Mortgage Servicing Consumer SPOC is responsible for providing exceptional customer service to borrowers by handling complex inquiries related to their hardship on mortgage loans. This role involves assisting borrowers with account information, collecting payments, and assisting in resolving a financial hardship. The agent ensures that all borrower interactions are handled professionally, efficiently, and in compliance with company policies and regulatory requirements.

 Working On-site in Troy, MI - 2 shifts depending on need, 8-5 or 12-9 

ESSENTIAL DUTIES and RESPONSIBILITIES, includes the following responsibilities, but not limited to:

• Customer Service:
  • Answer incoming calls from borrowers regarding their mortgage accounts.
  • Provide accurate and timely information about account balances, payment histories, ramifications of delinquency, and other mortgage-related inquiries.
  • Assist borrowers with making payments, setting up automatic payments, completing application for Loss Mitigation, and other account management tasks.

• Collections:
  • Make outbound calls to collect past due payments or documents for review in Loss Mitigation, Recast, Assumption, Successor-in-Interest, etc.
  • Skip Trace on past due accounts where previous collections efforts have been unsuccessful due to incorrect contact information.

• Issue Resolution:
  • Address and resolve borrower complaints and issues, escalating to the appropriate department when necessary.
  • Investigate and resolve payment discrepancies, escrow issues, and other account-related concerns.
  • Follow up with borrowers to ensure satisfactory resolution of their issues.
• Account Management:
  • Update borrower information in the company’s CRM system, ensuring accuracy and completeness.
  • Process requests for account statements, payoff quotes, and other documentation.
• Compliance and Quality Assurance:
  • Adhere to all company policies, procedures, and regulatory requirements.
  • Maintain confidentiality of borrower information and ensure data security.
  • Participate in quality assurance activities, including call monitoring and feedback sessions.
• Collaboration and Communication:
  • Work closely with other departments, including underwriting, special loans, cashiering, and other servicing business units, to facilitate borrower solutions.
  • Communicate effectively with team members and supervisors to share information and updates.
  • Participate in team meetings, training sessions, and professional development activities.
• Servicing Topics:
  • Account Maintenance, Payment Reminder Calls, Payments (30+ days), Contact Account Maintenance, Payment Reminder Calls, Payments (30+ days), Contact Information Updates, Website Assistance, Complaints, Loan Balances, Retention/Recapture, Document Requestions, Payoffs, Credit Corrections, Recasts, FEMA Claims, Collections, Escrow, Foreclosure, Bankruptcy, Loss Mitigation, REO, and more.

QUALIFICATIONS AND EXPERIENCE:

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Minimum of 1-4 years of experience in loss mitigation, call center, or mortgage servicing.
• Strong understanding of mortgage loan processes and default servicing.
• Excellent communication and interpersonal skills.
• Ability to handle high call volumes and manage multiple tasks in a fast-paced environment.
• Proficiency in using CRM systems and other relevant software applications.
• Detail-oriented with strong problem-solving skills.
• Knowledge of regulatory requirements and industry best practices is a plus.

WORKING CONDITIONS:

• Full-time position, typically Monday through Friday, with occasional evening or weekend shifts as needed.