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Customer Contact Specialist
2 months ago
We are looking to hire an enthusiastic Customer Contact Specialist to recover payments due on accounts delinquent 1-90 days and handle inbound calls. The Customer Contact Specialist will review accounts for recent activity and changes, ask probing questions to establish the borrower's ability to pay the debt, understand payment inquiries, and take steps to resolve the matter. The Customer Contact Specialist will need to use their ability to multitask by typing notes simultaneously while speaking to borrowers. To ensure success, the Customer Contact Specialist will need to be up to date with laws, regulations, policies, and procedures related to debt collection in the Mortgage industry. Required position trainings and certifications is provided to the employee.
11AM – 8PM (EST) and 2PM – 11PM (EST)
What You Will Do
Customer Communication -Making outbound collections calls in a professional manner while keeping and improving customer relations
Customer Communication -Handling inbound customer service calls in a professional manner while keeping and improving customer relations
Collecting payments- efficiently provide all payment options to customers- Mail, Pay by Phone, web payments
Identify financial hardships attributing to account delinquency and take proper action to aid the borrower.
Negotiate payment plans as needed
Provide prompt follow up on payment arrangements
Mail correspondence to encourage payment of delinquent accounts
Make monthly outbound skip trace calls
Maintain record of contacts and attempted contacts as well as details of conversations and arrangements in the required systems.
Achieve daily call goals and phone availability
Responsible for meeting legal requirements and following internal policies
Respond to emails in a sensible professional manner
Adhere to federal and state debt collection laws and regulations
What We're Looking For
Customer/Client Focus- must have excellent Active Listening skills
Problem Solving/Critical thinking skills
Time Management-Capability to multitask in fast paced environment
Clear and Concise professional communication- Written and Verbal, Resilient with impolite clients
Teamwork Orientation- but ability to work successfully on own initiative
Strong typing skills
Strong organizational skills
Familiar with the Fair Debt Collection Practices Act (FDCPA) and other laws governing debt collection practices
Patience and stress management
Adaptable to change
Strong Work Ethic
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, scanner, printer, and photocopiers. Ability to sit for extended periods of time is essential.
Position Type and Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 08:00 a.m. to 05:00 p.m. in addition to one Saturday per month 8:00 am- 12:00 pm. Overtime may be required for business needs.
Education and Experience
High school diploma or equivalent required
Knowledge of Microsoft Office and Google applications required
Mortgage banking experience, preferred
What’s in it for you?
Competitive compensation and full benefits package include medical, dental, and vision.
100% company-paid life insurance and disability coverage
401K with company matching
17 days PTO (increases with tenure) and 9 company paid holidays
Professional but fun, casual work environment and great team culture
About BSI Financial
Founded in 1986, we provide financial services that support our vision of enabling sustainable home ownership by practicing core values that embody doing what is right; emphasizing problem solving; delivering on expectations and winning with humility. Our clients include lenders and investors who make home financing possible.
BSI Financial was ranked multiple times in the SMU Dallas 100 list of the fastest growing companies in North Texas and was twice named to the Inc. 5000 list of the fastest growing U.S. companies.
EEO Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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