Dovenmuehle Mortgage, Inc. is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide. They are seeking a Collection Counselor I - SPOC to serve as the point of contact for delinquent accounts, handling collections activities and counseling borrowers on repayment options and financial matters.

Responsibilities

• Answer high volume of inbound calls from and/or generate high volume of outbound calls to delinquent borrowers
• Resolve delinquent accounts by demanding and collecting the full amount due, establish a solid plan with the borrower to bring the loan current, or proceed with hardship assistance as appropriate
• Counsel borrowers on options for meeting their payment obligations, explain terms, and arrange repayment plans based on department procedures
• Discuss financial status, review monthly income and expenses, and determine reason for non-payment
• Offer Loss Mitigation assistance, and if appropriate, explain options and processes in detail
• Demonstrate accurate knowledge and strict application of federal regulations and collection laws (FDCPA)
• Follow all company and department policies and procedures
• Utilize proper protocols, for borrowers, clients, state, and federal regulations, as well as best practices
• Maintain and document mortgage collection systems and databases with all activities and communications
• Process mortgage loan payments in accordance with established guidelines
• Consistently meet or exceed monthly goals
• Successfully complete annual regulatory compliance training
• Additional duties as assigned

Skills

• High School diploma or equivalent
• Solid PC skills: Microsoft applications and loan servicing platforms
• 1-2 years collection experience/customer service experience
• Analytical and problem-solving skills and attention to detail
• Effective communication skills with demonstrated ability to always interact in a positive and professional manner with all levels of both internal and external audiences
• Ability to negotiate with others and demonstrate assertiveness and empathy when necessary to obtain favorable resolutions
• Ability to understand and explain financial matters, details of modifications, and foreclosures in terms affected audiences understand
• Knowledge of loan servicing software/systems
• Collection experience
• Call center experience
• Bilingual in Spanish - must pass bilingual certification

Benefits

• Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program and more.
• Employer paid Life Insurance, Short Term Disability, and Long-Term Disability.
• 401 (K) Plan with company match
• Paid Vacation, Sick, Personal and Holidays

Company Overview