Job Information
Arkansas Employer Mortgage Servicing Collections Call Center Counselor - Bilingual in Lowell, Arkansas
This job was posted by https://www.arjoblink.arkansas.gov : For more information, please see: https://www.arjoblink.arkansas.gov/jobs/4371555
The Mortgage Servicing Collections Call Center Counselor will initiate contact with customers regarding their delinquent mortgage accounts through a telephone contact system. The incumbent will evaluate the customer\'s financial circumstances early to determine the appropriate action necessary to resolve the delinquency. The Mortgage Servicing Collections Call Center Counselor must maintain records of all actions taken.
What You Will Do at Arvest: (Other duties may be assigned.)
Telephone customers and discuss the circumstances causing their account\'s delinquent status.
Accept inbound customer calls for various reasons, such as responding to outbound calls or transferring calls from other departments.
Work with customers to resolve their accounts\' delinquent status by establishing whether the delinquency is a short-term or long-term problem. Discuss financial arrangements and loss mitigation options to resolve the delinquency.
May request applicable loss mitigation assistance packages or complete over-the-phone financials to determine eligibility for a repayment plan.
Inform the customer of potential legal actions and offer financial counseling.
As applicable, provide customers and authorized third parties with updates and feedback on loss mitigation requests. Coordinate with or refer to the Loss Mitigation Customer Relations department and lead when appropriate.
Respond to customer questions, correct errors, and resolve customer disputes, coordinating with or referring to other departments or a Lead if necessary and/or appropriate.
Review bank records and mortgage transactions to resolve misapplied payments, researching account transactions to ensure that payments are properly credited. Follow up with customers. Payments made on delinquent accounts may be evaluated to determine whether they are acceptable for posting.
Document all collection actions taken, such as details of telephone conversations, letters mailed, etc. Maintain any system coding necessary to identify alerts or messages regarding delinquent accounts. Update the follow-up dates and reason(s) for default.
Provide customers with payment histories, ACH authorization forms, authorization forms for third parties, and copies of letters, as needed or requested.
Stay informed of the requirements and details of the loss mitigation assistance programs the investors and insurers outlined. Cross-train in other areas of mortgage servicing as needed. Coordinate/complete company-defined continued education/training requirements annually.
Work with and maintain positive relations with borrowers, investors, outside vendors, realtors, bank associates, attorneys, and others. Discuss sensitive personal financial circumstances in a frank yet tactful manner.
Understand and comply with bank policy, laws, regulations, and the bank\'s BSA/AML Program, as applicable to your job duties. This includes but is not limited to completing compliance training and adhering to internal procedures and controls; reporting any known violations of compliance policy, laws, or regulations; and reporting any suspicious customer and/or account activity.
Supervisory Responsibilities: NA