Debt Recovery Specialist

1 day ago


O Fallon, United States Cenlar FSB Full time
About the Role

Cenlar FSB is seeking a highly skilled and motivated Mortgage Servicing Professional to join our Default Call Center team. As a Mortgage Servicing Professional, you will be responsible for handling all levels of mortgage servicing calls in a blended environment (inbound and outbound), efficiently, professionally, and in a courteous and friendly manner.

Key Responsibilities
  • Handle all levels of mortgage servicing inquiries, specifically related to default operations
  • Use advanced systems to research and resolve inquiries while continuously providing first call resolution
  • Explain mortgage servicing process information to borrowers
  • Make decisions to resolve customer issues
  • Resolve borrower and client complaints requiring in-depth research and provide written explanations of research problems/resolutions
  • Resolve disputes and perform root cause analysis
  • Accurately track and document all communications with customers to provide a detailed history of contact
  • Promote products and services with a focus on customer satisfaction and retention
  • Identify, recommend, and contribute to process improvement
  • Actively contribute to the overall productivity and success of your team
  • Take ownership of the customer experience
Requirements
  • High School Diploma or GED required
  • College degree preferred and/or combination of education and relevant job experience; 1-2 years of call center/customer service/collections experience preferred
  • Excellent communication skills both verbal and written
  • Attention to detail and accuracy
  • Problem-solving skills and problem analysis
  • Basic mortgage servicing or mortgage product knowledge preferred
  • Regular, consistent, and punctual attendance
  • Must be able to work nights and weekends, variable schedule(s) as necessary
Total Rewards

As an employee-owner at Cenlar FSB, you'll receive an outstanding benefits package that includes paid medical, dental, and life insurance, 401(k), and tuition assistance as well as opportunities for training and professional advancement.



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