Collections Team Lead
Job Description:
• Perform call overflow, suspense reporting, client relations follow-up, and other duties assigned by a supervisor
• Handle calls related to delinquency in accordance with government, investor, and client guidelines to prevent foreclosure and financial losses to the investor
• Assist with daily team meetings by discussing issues brought to management’s attention through emails, listening to calls, conversations on the floor, or performing monitoring to improve/clarify processes
• Respond to agent questions within the Floor Center
• Review Collections General voicemail daily
• Review COLCSH tasks and respond with cash posting instructions through task
• Review Formstorm, submitting directions through the application, advising clients of payment received and status of loan
• Perform Skip Trace Tasks as needed using web sources and update loans with discovered information
• Review received e-Faxes and submit research and/or reversals to cash departments
• Complete COLESC tasks by reviewing loan for issue and respond to the respective agent if additional information is needed
• Handle escalated calls, noting issues with client’s loan and submit task for additional work if needed
• Receive/review paper Loss Mitigation Escalation forms; forward to ALD for review before forwarding to the Loss Mitigation Supervisor
• Review email from departments that require follow-up, calls to borrower, and/or emails to clients as needed for resolution or clarification of issue; respond to original department with resolution
• Assist with call monitoring
• Respond to Footprints Tickets from Client Relations that require follow-up within 24 hours
• All other duties as assigned
Requirements:
• High School Diploma or equivalent required
• 3 year of collections, loss mitigation, or other mortgage/real estate related experience required
• 2 years of telephonic customer contact experience preferred
• Complete knowledge of relevant federal regulations and/or the Fair Debt Collection Protection Act
• Ability to learn rules, regulations, laws, and methods of collection and skip tracing
• Excellent analytical, communication, and negotiating skills
• Adaptable and flexible with the ability to work well on a team and focus on results
• Ability to structure a deal that serves the best interest of the organization, insurer, and client
• Excellent computing experience and typing skills
• Ability to work in a structured environment
• Ability to use a dialer system to make/receive phone calls
• Demonstrated ability to provide attention to detail, accuracy, and consistency in results.
Benefits:
• Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
• Time Off: Paid holidays, vacation, and sick leave
• Retirement & Investment: Matching 401(k) plan and employee stock purchase plan
• Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
• Employee Recognition: Programs that celebrate achievements and milestones
• Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.
• Perform call overflow, suspense reporting, client relations follow-up, and other duties assigned by a supervisor
• Handle calls related to delinquency in accordance with government, investor, and client guidelines to prevent foreclosure and financial losses to the investor
• Assist with daily team meetings by discussing issues brought to management’s attention through emails, listening to calls, conversations on the floor, or performing monitoring to improve/clarify processes
• Respond to agent questions within the Floor Center
• Review Collections General voicemail daily
• Review COLCSH tasks and respond with cash posting instructions through task
• Review Formstorm, submitting directions through the application, advising clients of payment received and status of loan
• Perform Skip Trace Tasks as needed using web sources and update loans with discovered information
• Review received e-Faxes and submit research and/or reversals to cash departments
• Complete COLESC tasks by reviewing loan for issue and respond to the respective agent if additional information is needed
• Handle escalated calls, noting issues with client’s loan and submit task for additional work if needed
• Receive/review paper Loss Mitigation Escalation forms; forward to ALD for review before forwarding to the Loss Mitigation Supervisor
• Review email from departments that require follow-up, calls to borrower, and/or emails to clients as needed for resolution or clarification of issue; respond to original department with resolution
• Assist with call monitoring
• Respond to Footprints Tickets from Client Relations that require follow-up within 24 hours
• All other duties as assigned
Requirements:
• High School Diploma or equivalent required
• 3 year of collections, loss mitigation, or other mortgage/real estate related experience required
• 2 years of telephonic customer contact experience preferred
• Complete knowledge of relevant federal regulations and/or the Fair Debt Collection Protection Act
• Ability to learn rules, regulations, laws, and methods of collection and skip tracing
• Excellent analytical, communication, and negotiating skills
• Adaptable and flexible with the ability to work well on a team and focus on results
• Ability to structure a deal that serves the best interest of the organization, insurer, and client
• Excellent computing experience and typing skills
• Ability to work in a structured environment
• Ability to use a dialer system to make/receive phone calls
• Demonstrated ability to provide attention to detail, accuracy, and consistency in results.
Benefits:
• Health & Welfare Coverage: Optional medical, dental, vision, life, and disability insurance
• Time Off: Paid holidays, vacation, and sick leave
• Retirement & Investment: Matching 401(k) plan and employee stock purchase plan
• Wellness Programs: Access to mental health resources, including free Calm memberships, and initiatives that promote physical and emotional well-being
• Employee Recognition: Programs that celebrate achievements and milestones
• Lifestyle & Learning Perks: Enjoy discounts on gym memberships, pet insurance, and employee purchasing programs, plus access to a tuition reimbursement program that supports your continued education and professional growth.