Bankruptcy Single Point of Contact

3 weeks ago

Jacksonville, United States Flagstar Bank Full time
The Bankruptcy Single Point of Contact (SPOC) serves as a main point of contact for borrowers in an active bankruptcy case and requesting assistance by offering support during the bankruptcy process. All functions must be completed within the production and quality standards. Role requires utilization and understanding of multiple servicing systems, applications and reporting. Role requires accuracy and attention to detail, strong organization skills, independent problem solving ability and excellent communication skills.

Perform Functions of a Bankruptcy SPOC. Role requires the ability to perform multiple functions throughout the Bankruptcy SPOC process under general supervision, including:

  • Communicate directly with the borrower to explain bankruptcy process, providing status updates during the active bankruptcy.

  • Timely respond to debtor requests and/or messages

  • Properly document all debtor communications in Flagstar Bank’s system of record

  • Obtain and evaluate all relevant information to handle inquiries and complaints correctly and in a timely manner

  • Maintain knowledge of regulatory and investor/insurer requirements and timeframes that may impact default servicing operations.

  • Understand key performance and risk indicators in the Bankruptcy Process, and how individual role contributes to meeting or exceeding these goals;

  • Maintain and practice sound judgment in all aspects of role

Other.

  • 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.

Job Requirements:

  • At least 1 to 3 years of default mortgage financial services experience, preferred in Bankruptcy.

  • HS Diploma, GED or Foreign Equivalent

  • Self-Driven, Personally Accountable Personality

  • Understanding of MS Office Suite with intermediate technical and computer skills. Specifically an ability with Microsoft Excel

  • Ability to navigate quickly within various computer programs.

  • Excellent verbal and written communication skills, as well as strong listening skills

  • Exceptional analytical and problem solving skills with an ability to think quickly under pressure.

  • Ability to handle high production volume and answer customer questions in a timely manner.

  • Ability to look for ways to improve and promote quality.

  • Ability to work independently with limited supervision.

  • Ability to work varying shifts including evenings and weekends.

  • Willingness to work in a team environment

  • Confident and efficient work approach with a customer focus 

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