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Sr Consumer Advocate – Collections SWAT Team – WFH NATIONWIDE

Flagstar Bank

This is a Full-time position in Loveland, CO posted July 18, 2021.

Position TitleSr Consumer Advocate
– Collections SWAT Team
– WFH NATIONWIDELocationWork From Home TXJob SummaryThe Sr.

Consumer Advocate is an advanced subject matter expert in all areas of Collections, including: performing advanced skip tracing responsibilities, daily loan maintenance, assisting with answering inbound telephone calls, placing outbound calls to mortgagers that are delinquent (early and late stage) as needed, attempt to gather details surrounding a borrower’s current financial situation, create detailed documentation to ensure the Collections process is tracked in an accurate manner, and communicating with borrowers by offering support and guidance during the review process for Loss Mitigation and Bankruptcy (Single Points of Contact, SPOC).

This advocate should also be well-versed in community and state HHF Programs, FNMA Disaster Network, Disaster Management leads, hardship relief assistance programs, and will act as a service transfer concierge for those transactions.Above all, the SWAT Team is responsible for independently managing, researching, and documenting all Collections area consumers & subject matters of high risk, high touch, and high potential exposure to the Bank (within its SME) at a level that meets or exceeds the Bank’s high expectation in Default Servicing.The Collections process aims to reduce delinquency and includes educating the borrower on payment options/methods, explaining delinquency ramifications, and soliciting hardship assistance programs.

This advocate will support the Collections Team in adhering to call center benchmarks reported to the organization and investors.

Call Center benchmarks include an average speed of answer of 60 seconds or less, abandonment rate of less than 5 percent, and a blockage rate of less than 1 percent.Job Responsibilities:Handle Inbound/Outbound Customer Contacts by Telephone.Adhere to department guidelines with communication to the borrower and/or third party.

Maintain familiarity with up to 13 systems and applications in order to research inquires, escalate issues to the appropriate departments, and perform the collection process.

Ensure customer questions and problems are resolved properly and quickly.

Escalate issues to third levels appropriately.

Educate borrowers on loss mitigation options, hardship resources available, and encourage borrower application to Loss Mitigation when appropriate.

Use problem solving skills in conjunction with departmental procedures in order to set up payment arrangements or payment alternatives to cure delinquency.

SWAT Team job function will help reduce delinquency by reaching out to customers and educating the customer on all hardship options available.Create and Maintain Documentation of Calls.Document the systems regarding customer/borrower communication in a thorough, accurate manner.

Update status of the borrower’s financial information and/or hardship situation as needed.

Use the appropriate system codes in order to accurately report the information provided by the customer/borrower.

Document and submit any complaints to the appropriate parties.

Document account maintenance requests submitted to management.

SWAT Team job function will adhere to and ensure accurate reporting of servicing requirements on all borrower communication.

Collaborating with other default servicing teams, and other internal teams, to assist in the continued development of a best in class default servicing oversight operation.

Communicating updates to and from default servicing oversight to assist with clarity between all default servicing teams.Training and Operations.Complete the new hire training class with a passing grade.

Complete all required eLearning classes.

Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to customers.

Actively participate in monthly performance meetings; meet or exceed all performance metrics.

Recognize and communicate the need for any potential additions and/or modifications to the current policies and procedures.

Perform any additional responsibilities as assigned by management.

SWAT Team function will reduce servicing errors and decrease employee turnover.

Ensures compliance with applicable federal, state and local laws and regulations.

Completes all required compliance training.

Maintains knowledge of and adhere to Flagstar’s internal compliance policies and procedures.

Takes responsibility to keep up to date with changing regulations and policies.Reinforces culture of shared ownership and accountability for results.Collaborating with other default servicing teams, and other internal teams, to assist in the continued development of a best in class default servicing oversight operation.Perform additional responsibilities as assigned by manager.Ensures compliance with applicable federal, state and local laws and regulations.

Completes all required compliance training.

Maintains knowledge of and adhere to Flagstar’s internal compliance policies and procedures.

Takes responsibility to keep up to date with changing regulations and policies.Job Requirements:Reliable Home High Speed Internet requiredHS Diploma, GED or Foreign Equivalent requiredRequired, 5 years default mortgage financial services and/or comparable experience, including experience in CollectionsRequired, advanced subject matter expert in CollectionsPreferred, 3+ years understanding of Mortgage Servicing and Mortgage Servicing Regulation (TCPA, FDCPA, FCRA) and Regulators (OCC, FRB, CFPB, GSE, HUD)Self-Driven, Personally Accountable PersonalityUnderstanding of MS Office Suite with intermediate technical and computer skills.Ability to navigate quickly within various computer programs.Excellent verbal and written communication skills, as well as strong listening skillsExceptional analytical and problem solving skills with an ability to think quickly under pressure.Ability to handle high call volume and answer customer questions in a timely manner.Ability to look for ways to improve and promote quality.Ability to work varying shifts including evenings and weekends.Willingness to work in a team environmentConfident and efficient work approach with a customer focusInternal Use Only: Job Band: G