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Mortgage Collection Consultant

2 months ago

Tempe, Arizona, United States NewRez LLC Full time
About Us

NewRez LLC is recognized as one of the leading non-bank mortgage servicing firms in the United States. Our role in mortgage servicing involves managing loan portfolios for various clients, including banks and real estate investment companies. We ensure timely collection of mortgage payments, manage tax and insurance obligations, and assist homeowners facing financial difficulties in regaining their footing.

Role Overview

The Mortgage Collection Consultant plays a vital role in delivering outstanding customer service within a dynamic call center environment. This position entails managing incoming customer inquiries and proactively reaching out to homeowners nationwide to address overdue mortgage payments, understand their challenges, and devise effective payment solutions that enable them to become current on their obligations.

Our team of Mortgage Collection Consultants represents the face of NewRez LLC, and we seek individuals who are dedicated to providing exceptional service to our clients.

Key Responsibilities
  • Exhibit positivity, courtesy, and a helpful demeanor when interacting with every homeowner.
  • Utilize a combination of manual and automated outreach methods to identify and contact homeowners with overdue payments, assess their situations, and establish tailored payment plans.
  • Formulate viable payment solutions that align with the interests of both our clients and our organization.
  • Handle incoming customer service inquiries, addressing a variety of questions related to website navigation, escrow, and payoff processing.
  • Process mortgage payments for homeowners efficiently.
  • Refer eligible homeowners to the refinancing department for potential opportunities.
  • Maintain punctuality for all scheduled shifts and ensure reliable transportation or adherence to remote work policies.
  • Meet and exceed company performance objectives.
  • Participate in ongoing training related to company policies, procedures, and industry regulations.
  • Consistently represent NewRez LLC in a professional and positive manner.
  • Perform additional duties as assigned by management.
Qualifications
  • Preferred: College degree; required: High school diploma or equivalent.
  • Preferred: Over one year of experience in collections.
Skills and Abilities
  • Fluency in English.
  • Exceptional negotiation and communication skills over the phone.
  • Familiarity with online search techniques, including skip-tracing methods.
  • Ability to maintain professionalism with individuals of varying temperaments.
  • Strong reasoning and research capabilities; adept at seeing the broader context while managing intricate details.
  • Commitment to safeguarding confidential customer and company information.
  • Demonstrated work ethic, integrity, positive attitude, and attention to detail.
  • Ability to follow directions while working independently with minimal supervision.
  • Proficient keyboard skills.
  • Competence in Microsoft Windows and Office applications (Word, Excel, Outlook, etc.).
  • Bilingual abilities, particularly in Spanish, are a plus.
  • Sales experience is advantageous.
While this description aims to accurately reflect the responsibilities of the position, it does not imply that these are the only duties required. Management reserves the right to modify, add, or remove responsibilities as necessary.

Company Benefits:

• 15 Paid Time Off (PTO) days, increasing to 18 after the first anniversary

• 9 Paid Holidays

• Employee Engagement Activities

• Comprehensive Medical, Dental, Vision, and Life Insurance

• 401(k) Plan with company match

• Performance-based Incentives

• Pet Insurance

• Opportunities for Advancement

Commitment to Diversity
NewRez LLC is proud to be an equal opportunity employer, celebrating the diverse backgrounds of our employees, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and veteran status. We believe that diversity enhances our workplace and drives our success.